Return, Refund & Warranty Policy

1. Statutory Framework & Scope of Application

This Return, Refund and Warranty Policy applies to all equipment, spare parts, and engineered assemblies supplied by Ronnel Group Limited ("Ronnel Group", "we", "us", or "our"), a company incorporated in the Republic of Kenya and operating as a member and subsidiary of Water Equipment's & Systems Limited.

Our terms are formulated in strict accordance with Kenyan legislation, including:

• The Consumer Protection Act, 2012 (No. 46 of 2012): Guaranteeing consumers right to fair value, good quality, safety, and merchantable warranty.
• The Sale of Goods Act (Cap 31, Laws of Kenya): Governing implied conditions of fitness for purpose and correspondence with description.
• Energy and Petroleum Regulatory Authority (EPRA) Solar PV Regulations: Governing certified solar inverters, PV modules, and licensed installer warranties.
• Water Resources Authority (WRA) Standards: Governing borehole casing, submersible pumping sets, and water quality benchmarks.

2. 14-Day Return Window & Eligibility Criteria

Clients have up to fourteen (14) calendar days from the physical offloading and delivery confirmation date to request a return or exchange for eligible standard equipment (e.g. boxed inverters, boxed borehole pump motors, crated generators, or control panels).

Eligibility Conditions for Standard Returns:

• Condition: Equipment must be in 100% brand-new, uninstalled, unmodified, and unenergized condition.
• Packaging: Must remain in original manufacturer crates, carton boxes, foam liners, with security tags and anti-counterfeit labels unbroken.
• Documentation: Accompanied by original factory user manuals, warranty booklets, test certificates, and Ronnel Group delivery note or official tax invoice.
• Serial Numbers: Equipment serial numbers (on motor plates, inverter chassis, or generator blocks) must match the records registered in Ronnel Group backoffice systems.

3. Damaged, Defective or Mismatched Goods (Free Replacement)

Under our Payment on Delivery (POD) framework, clients are entitled to inspect all equipment upon offloading at site prior to completing payment.

Resolution Timeline: For transit-damaged or mismatched equipment, replacement units are dispatched from our Nairobi central staging hub within 24 to 72 hours. Ronnel Group absorbs 100% of the return freight and re-delivery charges.

4. Non-Returnable Goods & Engineering Exclusions

Due to the technical and customized nature of hydraulic engineering, electrical assemblies, and deep-well drilling, certain categories of goods and services cannot be returned or refunded once processed:

5. Step-by-Step Return Authorization (RMA) Workflow

To ensure swift tracing and rapid resolution, every return or replacement must follow our 4-step Return Merchandise Authorization (RMA) procedure:

6. Technical Inspection & Quality Diagnostics

Because electro-mechanical borehole pumps, high-voltage solar MPPT controllers, and diesel generating plants are mission-critical assets, returned items undergo bench testing at the Ronnel Group Engineering Workshop in Nairobi:

• Electrical Insulation & Megger Testing: Motor winding insulation resistance tested up to 1000V DC to verify factory coil integrity versus voltage surge damage.
• Hydraulic Head & Flow Calibration: Pumps tested against rated head (meters) and discharge flow (m³/hr) on calibrated test benches.
• Solar MPPT & Load Bank Analysis: Inverters tested on simulated solar array strings and load banks to diagnose firmware versus hardware faults.
• Official Diagnostic Report: A formal signed technical diagnostic report is issued to the client within forty-eight (48) hours of receipt.

7. Refunds, Deductions & Processing Timelines

Where a refund is authorized following technical inspection or in the event an out-of-stock item cannot be replaced:

* For elective client-initiated change-of-mind returns requiring warehouse re-crating and re-testing, a modest 10% re-inspection fee may be deducted to cover bench diagnostic testing.

8. Manufacturer Warranty Coverage vs. 14-Day Return Policy

It is important to distinguish between the 14-Day Return/Refund Window (for unopened returns or initial defects) and long-term Manufacturer Warranties, which protect equipment throughout its operational lifecycle:

9. Statutory Rights & Dispute Resolution in Kenya

Nothing in this Return and Refund Policy affects, limits, or overrides your non-excludable statutory rights under Kenyan law:

• Amicable Mediation First: Any grievance regarding a warranty claim, refund valuation, or technical diagnostic finding shall be escalated to the Ronnel Group Managing Director's office for amicable resolution within seven (7) business days.
• Alternative Dispute Resolution: If unresolved, parties may refer the matter to the Chartered Institute of Arbitrators (Kenya Branch) or the Competition Authority of Kenya (CAK) Consumer Complaints Directorate.
• Jurisdiction: The governing law for all contracts, sales, and disputes is the Law of the Republic of Kenya, and the courts of law in Nairobi have competent jurisdiction.