1. Eligibility for Returns

Returns accepted within 7 calendar days of delivery when items are unused, in original packaging and include all tags, manuals and accessories. A valid proof of purchase (invoice, receipt or order confirmation) must be provided. Inspect all items on delivery and notify us immediately if there is damage or an incorrect item.

2. Non-Returnable / Non-Refundable Items

• Used or installed extinguishers, alarms, detectors or devices that have been tampered with.
• PPE (helmets, gloves, boots, jackets) that have been worn or used beyond inspection.
• Customized or special-order equipment manufactured to your specifications.
• Items damaged by misuse, accidents, unauthorized alteration, or neglect.

3. Refunds & Exchanges

Approved refunds are processed to the original payment method within 7–14 business days after we receive and inspect the returned item. If the product is defective, damaged on arrival, or we supplied the wrong item, we will cover return shipping and provide a full refund or replacement. For non-defective returns (change of mind), product cost is refundable but shipping fees are not — return shipping may be the customer's responsibility.

4. How to Return

1. Contact customer service within 7 days by email or phone with your order number, reason for return, and photos if the item is defective or damaged.
2. If approved, you will receive a Return Authorization and instructions for shipping or drop-off.
3. Pack the item securely in original packaging, include all accessories and proof of purchase, then ship to the address provided.

5. Inspection & Processing

All returns are inspected on receipt. If the item meets the return conditions we will issue a refund or exchange per Section 3. If the item fails inspection (signs of use, missing parts), we may reject the return or offer a partial refund.

6. Your Rights

You have consumer protection rights under Kenyan law for goods that are defective, unsafe, or not as described. Where applicable, you may be entitled to repair, replacement or refund in accordance with the Consumer Protection framework.

7. Contact & Support

For returns, refunds, or enquiries please contact:

Zero Fire & Safety Solutions Ltd
Msa CBD: Hilltop Plaza, 1st Floor
📞 +254 779 666 666   |   ✉️ info@zerofire.co.ke
🌐 www.zerofire.co.ke

We aim to respond to all return requests within 48 hours during business days.

8. Changes to this Policy

We may update this policy occasionally. Any changes become effective from the date posted on our website. Continued use of our services after updates means acceptance of the revised terms.