Last Updated: October 12, 2026
1. Introduction
At Steel Water Tanks Kenya, we aim to provide quality steel water tanks, fabrication services, and installation solutions that meet our customers’ requirements.
This Returns & Refunds Policy explains the conditions under which returns, replacements, repairs, cancellations, and refunds may be considered for products and services purchased from us.
We encourage customers to review their order specifications, tank capacity, dimensions, materials, installation requirements, and quotation before confirming an order.
2. Custom-Made Steel Water Tanks
Steel water tanks are often fabricated according to specific customer requirements, including tank capacity, dimensions, design, and intended use.
Because customized products are made to order, they may not be eligible for return or a change of mind once fabrication has started.
If you identify an error in your order specifications, please contact us as soon as possible. We will review the request and determine whether changes can be made, subject to the stage of fabrication and any additional costs.
This policy does not limit any consumer rights available under applicable Kenyan law.
3. Damaged, Defective, or Incorrect Products
If a steel water tank or related product arrives damaged, defective, or materially different from the agreed specifications, please contact us promptly.
When reporting an issue, provide:
- Your name and contact details
- Order or quotation reference
- Description of the problem
- Photographs or videos showing the issue, where possible
- Date of delivery or installation
We will assess the issue and discuss an appropriate solution. Depending on the circumstances and applicable law, this may include repair, replacement, correction of the work, or a refund.
Customers should avoid modifying or repairing a disputed product before we have had a reasonable opportunity to inspect it, except where urgent action is necessary for safety.
4. Returns and Eligibility
Returns may be considered for eligible standard products, subject to the circumstances of the sale and applicable law.
To help us assess a return, the product should generally:
- Be unused and in its original condition, where applicable
- Not have been modified or damaged after delivery
- Be accompanied by the relevant order details
- Be available for inspection when reasonably necessary
Customized, fabricated, or installed steel water tanks may require an individual assessment because they are made or fitted for a particular project.
Nothing in this section excludes remedies that customers are legally entitled to receive.
5. Refund Policy
Refund requests will be reviewed individually based on the order, payment terms, work completed, and applicable law.
A refund may be considered where:
- An eligible order is cancelled in accordance with the agreed terms
- A product is defective or materially incorrect and a refund is an appropriate remedy
- We are unable to fulfil an agreed order or service
- A refund is otherwise required under applicable law or agreed contractual terms
For custom fabrication orders, any assessment may take into account materials purchased, fabrication already completed, transport arrangements, and other costs properly incurred, subject to applicable law.
Where a refund is approved, we will explain the amount and the expected method of payment. Refunds will generally be made through the original payment method where practical and appropriate.
6. Order Cancellations
Customers who wish to cancel an order should contact us as soon as possible.
Cancellation requests for products that have not entered fabrication may be easier to accommodate than requests made after materials have been purchased or fabrication has started.
For installation projects, cancellation arrangements may depend on the work completed, materials ordered, transport costs, and the terms agreed before the project began.
Any cancellation charges must be consistent with the agreed terms and applicable law. Customers retain any mandatory rights available under Kenyan law.
7. Installation Services
If you are dissatisfied with our steel water tank installation service, please contact us with details of the issue.
We will review the installation work and, where appropriate, arrange an inspection or discuss corrective action.
Where installation work does not meet the agreed specifications or applicable legal requirements, suitable remedies will be assessed based on the circumstances.
Refunds for installation services will depend on the work completed, the nature of the issue, the agreed terms, and applicable law.
8. Delivery and Transportation
Customers should inspect delivered products as soon as reasonably possible and report visible damage, missing items, or incorrect deliveries promptly.
Please provide photographs and order details where available to help us investigate.
Delivery arrangements, return transportation, and related costs will be assessed according to the circumstances, the agreed delivery terms, and applicable law.
9. How to Request a Return or Refund
To request a return, repair, replacement, cancellation, or refund, contact us using the details below.
Please include your name, order reference, description of the issue, relevant photographs where available, and the remedy you are requesting.
We will review your request and communicate the next steps. Additional information or an inspection may be required before a decision can be made.
10. Contact Us
For all returns, refunds, cancellations, or product-related enquiries, please contact Steel Water Tanks Kenya.
Business Name: Steel Water Tanks Kenya
Website: https://steelwatertankskenya.co.ke/
Email: sales@steelwatertankskenya.co.ke
Phone: +254 714 138898
We are committed to reviewing customer concerns fairly and working towards practical solutions while respecting applicable consumer protection laws in Kenya.