Refund and Returns Policy

Refund & Returns Policy

Rocky Rolling Mills

At Rocky Rolling Mills, we are committed to providing high-quality roofing sheets and construction accessories that meet industry standards. This Refund & Returns Policy explains the conditions under which returns, exchanges, or refunds may be accepted.

1. Eligibility for Returns

Returns are accepted only under the following circumstances:

  • The product delivered is defective, damaged, or incorrect (different from the confirmed order)

  • The issue is reported within 48 hours of delivery or collection

  • The product is unused, uncut, and in its original condition

Custom-cut and made-to-order mabati sheets are non-returnable and non-refundable, except where a manufacturing defect or company error is confirmed.

2. Non-Returnable Items

The following items are not eligible for return or refund:

  • Customized or cut-to-length mabati sheets

  • Products damaged due to improper handling, storage, or installation

  • Items reported after the 48-hour notification window

  • Used or installed accessories such as nails, washers, flashings, ridges, or roll tops

3. Refund Approval & Processing

Refunds are issued only after:

  • Inspection and approval by our quality control team

  • Verification of proof of purchase (invoice or receipt)

  • Confirmation that the issue resulted from a manufacturing defect or supply error

Approved refunds will be processed using the original payment method or via bank/mobile transfer, where applicable.

⏱ Refund processing timeline:
Refunds are completed within 7–14 business days after approval.

4. Exchanges & Replacements

Where applicable, Rocky Rolling Mills may offer a replacement or exchange instead of a refund, particularly in cases involving:

  • Incorrect items supplied

  • Verified manufacturing defects

5. Delivery & Transport Costs

  • If the return is due to our error, Rocky Rolling Mills will cover return or replacement transport costs

  • If the return is due to customer error or preference, delivery and transport charges are non-refundable

6. How to Request a Return or Refund

To initiate a return or refund request, please contact us and provide:

  • Order or invoice number

  • Description of the issue

  • Clear photos of the product (where applicable)

📞 Phone: +254 726 723 714
📧 Email: sales@rockyrollingmills.co.ke
📍 Location: City Cabanas, Nairobi, Kenya

7. Policy Updates

Rocky Rolling Mills reserves the right to amend this Refund & Returns Policy at any time. Any updates will take effect immediately upon publication on our website.