Shipping & Returns Policy
Farm Machinery & Fabricators Nakuru
Effective Date: 22/9/2025
Last Updated: 22/9/2025
1. SHIPPING INFORMATION
Delivery Areas
We provide delivery services throughout Kenya, with our primary service area being:
- Nakuru County and surrounding areas
- Major towns and cities across Kenya
- Remote areas (subject to additional charges and arrangements)
Shipping Methods
- Local Delivery: Within Nakuru and nearby areas
- Regional Delivery: To other counties in Kenya
- Freight Services: For large machinery requiring special transport
- Customer Pickup: Available at our location near Pivot Hotel, Nakuru
Delivery Timeframes
- Local Delivery (Nakuru): 1-2 business days
- Regional Delivery: 3-7 business days
- Remote Areas: 7-14 business days
- Large Machinery: Timeframes vary based on size and destination
Delivery times are estimates and may vary due to weather, road conditions, or other factors beyond our control.
Shipping Costs
- Shipping costs are calculated based on:
- Product size and weight
- Delivery distance
- Special handling requirements
- Current fuel and transport rates
- Shipping costs will be provided during the order process
- Free local delivery may apply to orders above certain thresholds
2. ORDER PROCESSING
Processing Time
- Standard orders: 1-2 business days
- Custom or special orders: 3-10 business days
- Large machinery: Processing time varies by product
Order Confirmation
- You will receive order confirmation via phone/email
- Any delays will be communicated promptly
- Changes to orders must be made before processing begins
3. DELIVERY PROCESS
Delivery Requirements
- Someone must be available to receive the delivery
- Valid identification may be required
- Access for delivery vehicles must be available
- Inspection upon delivery is required
Delivery Inspection
- Customers must inspect products upon delivery
- Any visible damage or discrepancies must be noted immediately
- Delivery receipt must be signed to confirm condition
- Photos of damaged items should be taken if applicable
Failed Delivery
- If delivery cannot be completed, we will attempt to contact you
- Redelivery may incur additional charges
- Items will be held for a maximum of 7 days before return
4. RETURNS POLICY
Return Eligibility
Products may be returned under the following conditions:
- Manufacturing defects discovered within 7 days of delivery
- Wrong item delivered (our error)
- Significant damage during transit
- Product does not match description (our error)
Non-Returnable Items
- Products damaged due to misuse or negligence
- Items used beyond normal inspection period
- Custom-built or specially ordered machinery
- Products returned after 30 days without valid warranty claim
Return Process
- Contact Us: Notify us within 7 days of delivery
- Documentation: Provide order details and photos if applicable
- Authorization: Wait for return authorization before shipping
- Packaging: Return items in original packaging when possible
- Inspection: Returned items will be inspected upon receipt
Return Shipping
- Returns due to our error: We cover return shipping costs
- Returns due to customer preference: Customer covers return shipping
- Large machinery returns require special arrangements
5. REFUNDS AND EXCHANGES
Refund Processing
- Approved refunds processed within 7-14 business days
- Refunds issued to original payment method when possible
- Partial refunds may apply if items show signs of use
Exchange Policy
- Exchanges available for defective items
- Size or model changes subject to availability
- Price differences must be paid or refunded accordingly
6. WARRANTY AND DEFECTIVE PRODUCTS
Warranty Coverage
- Manufacturer warranties apply to applicable products
- Warranty terms vary by product and manufacturer
- Warranty information provided at time of purchase
Defective Product Claims
- Manufacturing defects covered under warranty
- Normal wear and tear not covered
- Misuse or negligence voids warranty coverage
- Warranty claims processed through manufacturer when applicable
7. DAMAGED OR LOST SHIPMENTS
Transit Damage
- Report transit damage immediately upon delivery
- Photos and documentation required for claims
- We will work with carriers to resolve damage claims
Lost Shipments
- We will investigate lost shipments with carriers
- Replacement or refund provided for confirmed lost items
- Customer cooperation required for investigation
8. SPECIAL HANDLING
Large Machinery
- Special delivery arrangements required
- Additional fees may apply for crane or special equipment
- Customer responsible for adequate access and space
- Installation services available at additional cost
Fragile Items
- Extra care taken in packaging and handling
- Fragile item surcharges may apply
- Special delivery instructions followed
9. CUSTOMER RESPONSIBILITIES
Delivery Preparation
- Ensure adequate access for delivery vehicles
- Provide accurate delivery address and contact information
- Be available during scheduled delivery windows
- Prepare appropriate space for machinery placement
Inspection Obligations
- Inspect all deliveries immediately upon receipt
- Report any issues within specified timeframes
- Maintain products in original condition for returns
- Follow all safety and operating instructions
10. FORCE MAJEURE
We are not liable for delays or failures in delivery due to circumstances beyond our control, including:
- Natural disasters
- Government restrictions
- Labor strikes
- Transportation disruptions
- Severe weather conditions
11. CONTACT FOR SHIPPING ISSUES
For shipping, delivery, or return questions:
Farm Machinery & Fabricators Nakuru
Location: Near Pivot Hotel, Nakuru, Kenya
Phone: 0725 729 229 / 0738 566 522
Email: info@farmmachinery.co.ke
Business Hours: 8am – 6pm
12. POLICY UPDATES
This shipping and returns policy may be updated periodically. Changes will be posted on our website with the effective date.
