At Goshen Gypsum and Material Merchant, we are committed to providing you with high-quality building materials for your projects. We understand that construction requires precision, and we strive to ensure that every order reaches you in perfect condition.
We have designed this policy to be fair, ensuring that customers are protected against defective products while allowing our business to maintain the quality and safety standards of our inventory.
1. Inspection Upon Delivery
To ensure a smooth process, we kindly ask that you inspect all materials immediately upon delivery in the presence of our delivery personnel.
- If you notice any damage, shortages, or incorrect items, please note these discrepancies on the delivery note before signing it.
- Once the delivery is accepted and signed for, claims regarding physical damage (such as broken boards or bent profiles) may be difficult to process.
2. Eligibility for Returns
We accept returns under the following circumstances:
- Defective or Damaged Goods: If a product is faulty, broken, or does not meet the specified quality standards at the time of delivery.
- Incorrect Items: If the items delivered do not match the order placed.
- Excess Materials (Unopened): We may accept returns for unopened, resalable items (such as full, sealed boxes of screws or intact gypsum sheets) within 7 days of purchase, provided they are in their original packaging and condition.
Please note: Items that have been cut, installed, or modified are not eligible for return.
3. How to Initiate a Return
If you need to return an item, please follow these steps:
- Contact Us: Reach out to our customer service team at +254 746 031125 or email goshengypsym@gmail.com within 48 hours of discovery of the issue.
- Provide Documentation: Please have your order number, receipt/invoice, and a photograph of the damaged or incorrect item ready.
- Return/Collection: * For damaged or incorrect items caused by our error, we will arrange for a pickup or exchange at no additional cost to you.
- For returns of surplus material, the customer is responsible for arranging the transport of the goods back to our warehouse or storefront.
4. Refunds and Exchanges
- Exchanges: Where possible, we will prioritize replacing the item with the correct or undamaged product.
- Refunds: If a replacement is not available or desired, a refund will be processed via your original payment method.
- Processing Time: Refunds are typically processed within 5–7 business days after we have received and inspected the returned items.
- Restocking Fee: For non-defective, returned items (surplus stock), a restocking fee of 10% may be applied to cover handling and logistics costs.
5. Non-Returnable Items
For health, safety, and inventory quality reasons, the following items cannot be returned:
- Items that have been partially used or installed.
- Custom-ordered materials specifically cut to your measurements.
- Materials that have been exposed to moisture or improper storage conditions after delivery.
We value your business and are here to help you build better. If you have any questions regarding this policy, please do not hesitate to contact our team.
Goshen Gypsum and Material Merchant Ltd.Where Quality Meets Affordability.