Call +(254) 703 030 000 / 751 483 999 / 721 704 777
Call +(254) 703 030 000 / 751 483 999 / 721 704 777
 
Call +(254) 703 030 000 / 751 483 999 / 721 704 777
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Return & Refund Policy

Hopefully you won’t need to return an item, however if you do, it is our aim to make this process as simple as possible.

By following the guidance below you can help us to help you when a product is not what you expected or is faulty.

General Returns Information

Non-Faulty Goods
You must advise us that you wish to return goods within 10 days of either the delivery date or collection from a store.
Products should be returned in accordance with the relevant instructions for products bought online or directly from a store (see Returns Procedure below).

Products must be complete and in their original packaging along with any instruction leaflets, unused and in resalable condition.

Products must be returned within 10 days of telling us you wish to return them. Products must be packaged to avoid damage in transit, be contained within outer packaging and must not have carrier labels applied to the products or product packaging. Failure to comply may result in a reduction in the value of credit/refund provided.

Arrangements will be made to exchange, credit or issue a refund.

Products that have been supplied as ‘specials’ or have been personalised may not be returned or refunded.
Your refund will be processed within 14 days for consumers and 30 days for business customers of us receiving the goods back.
We reserve the right to charge business customers a handling charge.

Faulty Goods
Products that are faulty (other than goods which are physically damaged) must be returned as soon as possible after the fault is discovered and must be returned within the applicable warranty period set out in our General Terms & Conditions or as otherwise notified to you by Metsec Cables Ltd.

Any return should be made in accordance with the relevant instructions for products bought online or in a store (see Returns Procedure below).

The complete product must be returned unless, if agreed by Metsec Cables Ltd, a specific part may be returned.
Products returned within the warranty period will be repaired, replaced, credited or a refund will be issued.

Damaged, Short or Non-Delivered Goods
Any claim for damaged or short delivered items must be made in writing within 72hrs of delivery by business customers. Failure to do so may invalidate any subsequent claim.

If you experience goods which are physically damaged, where a delivery of goods is short or there is non-delivery of goods, please contact the store which supplied, or was due to supply the goods and have ready the following information or contact us via our email on [email protected].

Order Number / Invoice Number
Date of Purchase
Product Code

You should notify us of any goods that are defective or fail to correspond with the agreed specification by either contacting our customer services team on 0703 030000 or at [email protected] or by visiting one of our stores within 10 days of delivery or (where the defect or failure was not apparent on reasonable inspection) within a reasonable time of the defect or failure becoming apparent.
You should notify us in writing of any non-delivery within 7 days of the date on which Metsec Cables Ltd advises you that the order will be delivered.

We will investigate the issue and refer back to you as soon as possible.

Returns Procedure
For goods purchased online via our website

You can request a return online through My Account via your order history. You must be registered to access My Account. If you have not registered to access My Account, please contact our customer services team on 0703 030000.

Quick Steps
Step 1: Log in – Click My Account from the top navigation bar
Step 2: Click View All Orders
Step 3: Select relevant order and click Return
Step 4: Select the relevant product for return, enter quantity, and reason for return, Click Return These Products
Step 5: You will be directed to your returns reference number, and receive an email from Customer Service with next steps

Items remain your responsibility until we receive them, therefore for your own protection when returning to our store network we recommend you obtain a signature and stamp.
Once the goods have been received by us you will be advised whether the products will be exchanged, repaired, credited or refunded.
We reserve the right to charge business customers a handling charge.

For goods purchased from our store network
Please contact the store which supplied the goods and have ready the following information.
• Invoice Number
• Date of Purchase
• Product Code
• Reason for Return


You can drop off the goods at your local store for your own protection we recommend you obtain a proof of delivery (signature) when you drop the goods off or when we collect them from you. Our store network will issue you with a copy of a returns note.
Once the goods have been received by us you will be advised whether the products will be exchanged, repaired, credited or refunded.

We reserve the right to charge business customers a handling charge.

Contact details for a store can be found using our store finder.