Refund Policy

Last updated: October 2026

At Skyline Ceramics Ltd, customer satisfaction is important to us. Please read this policy carefully before making a purchase.

1. Eligibility for Returns

We accept returns or exchanges in the following circumstances:

Damaged or defective goods – Items that arrive damaged or with manufacturing defects, reported within 48 hours of delivery.
Incorrect items – Items delivered that do not match your confirmed order.
Significant colour/shade mismatch – Where the delivered product differs materially from what was displayed in-store or online and confirmed in writing.

2. Non-Returnable Items

The following cannot be returned or refunded:

Items that have already been installed or laid
Specially ordered or custom-cut tiles
Items returned without original packaging or proof of purchase
Items damaged after delivery due to improper handling, storage, or installation
Clearance or sale items marked as final sale

3. How to Request a Return or Refund

To initiate a return or refund:

Contact us within 48 hours of receiving your order by calling +254 726 547 470 or messaging us on WhatsApp.
Provide your order number, description of the issue, and clear photographs of the affected items.
We will assess your claim and respond within 3 business days.
If approved, we will arrange for collection of the goods or advise you on how to return them.

4. Refund Process

Approved refunds will be processed within 7–14 business days of us receiving and inspecting the returned goods.
Refunds are issued via the original payment method (M-Pesa, bank transfer, etc.).
We reserve the right to offer a replacement or store credit in place of a cash refund where appropriate.

5. Bulk and Trade Orders

Bulk orders (100+ m² or custom supply contracts) are subject to specific terms agreed at the time of purchase. Please refer to your purchase agreement or contact our sales team.

6. Contact Us

Skyline Ceramics Ltd
Kitengela, Kenya
Phone: +254 726 547 470
WhatsApp: Chat with us
Or use our Contact form