Comprehensive Returns & Refunds Policy

1.1 Returns Philosophy: Crown Engine Oils Distributors is committed to customer satisfaction and stands behind the quality of all Products supplied. We maintain a comprehensive returns and refunds policy designed to ensure fair treatment of customers while protecting our business interests. Our policy balances customer rights with operational realities and product integrity requirements.

1.2 Return Window: Products may be returned within seven (7) calendar days of delivery or receipt, provided that all conditions specified in this policy are met. The return period begins on the date Products are delivered to your address or collected from our warehouse. Returns submitted after seven (7) days are not accepted, regardless of circumstance.

1.3 Eligibility Categories: Eligibility for returns varies by product category: (i) Unopened, unused products in original sealed packaging are generally returnable; (ii) Opened or partially used products may be returnable only if defective or damaged; (iii) Customized or made-to-order products are generally non-returnable; (iv) Discontinued products are non-returnable; (v) Promotional products are non-returnable.

1.4 Return Conditions: All returns must meet the following conditions: (i) Products must be in substantially the same condition as received; (ii) original packaging must be intact and undamaged; (iii) no evidence of use, contamination, or deterioration; (iv) all accompanying documentation and labels intact; (v) no partial consumption of contents; (vi) proper storage per manufacturer specifications; (vii) prior return authorization obtained.

1.5 Burden of Proof: The burden of establishing return eligibility rests with Buyer. You must provide evidence that Products meet all return conditions, including photographs, documentation, and witness statements if required.

2.1 Returnable Products: The following products may be returned if conditions are met:

• Unopened, sealed products in original manufacturer packaging with labels intact
• Products with manufacturing defects detected within return window
• Products delivered damaged (if damage reported within 48 hours of delivery)
• Products of wrong specification or incorrect items shipped
• Products delivered short (quantity less than ordered)
• Expired or near-expiration products (within 90 days of expiration)

2.2 Non-Returnable Products: The following products are absolutely non-returnable and non-refundable under all circumstances:

• Opened, unsealed, or used products (even minimally)
• Products with partially consumed contents or evidence of use
• Customized, blended, or special-formulation products
• Products stored outside manufacturer specifications
• Promotional or clearance items (marked as final sale)
• Products purchased at discounted prices (70% or more discount)
• Discontinued or obsolete products
• Products contaminated, damaged, or deteriorated after delivery
• Products mixed with other substances or additives
• Products where original packaging has been removed or altered
• Products used beyond recommended application parameters
• Products purchased more than seven (7) days prior

2.3 Bulk Order Returns: Bulk orders exceeding 500 liters or 100 units have different return conditions. Bulk orders are generally non-returnable unless defective or delivered incorrectly. Return of bulk orders requires return shipping at Buyer's expense and must be pre-approved in writing by senior management.

3.1 Return Authorization Request: To initiate a return, you must first obtain written Return Authorization (RA) from Crown Engine Oils Distributors. Return Authorization requests must be submitted in writing within forty-eight (48) hours of identifying the issue requiring return. Requests without proper authorization shall not be accepted upon receipt.

3.2 Authorization Request Contents: Your return authorization request must include: (i) original invoice number and order reference; (ii) product description and batch/lot numbers; (iii) quantity being returned; (iv) specific reason for return; (v) detailed description of product condition; (vi) photographic evidence of condition; (vii) proof of storage/handling compliance; (viii) preferred resolution (refund or replacement).

3.3 Authorization Processing Timeline: We shall review return authorization requests and respond within three (3) business days. Authorization approval shall include: (i) Return Authorization number; (ii) return shipping address; (iii) acceptable return condition requirements; (iv) expected resolution timeline. Approval is conditional upon receipt and inspection of actual Products.

3.4 Authorization Validity: Return Authorization numbers are valid for thirty (30) days from issuance date. Products must be shipped within this period. Authorization may be revoked if you fail to comply with specified return conditions or if new information affects return eligibility.

3.5 Condition Assessment Upon Receipt: Upon receipt of returned Products, we shall conduct detailed condition assessment including: (i) visual inspection; (ii) photograph documentation; (iii) product testing; (iv) storage condition verification; (v) packaging condition review. We reserve the right to reject returns not meeting specified conditions.

4.1 Shipping Responsibility: Buyer bears all costs and responsibility for returning Products to Crown Engine Oils Distributors. Return shipping costs are non-refundable. You must arrange and pay for return transport using your selected courier or logistics provider.

4.2 Return Packaging: Returned Products must be properly packaged to prevent damage during transit. Packaging must be: (i) sturdy and protective; (ii) sealed and tamper-evident; (iii) clearly labeled with Return Authorization number; (iv) include packing slip with order/invoice details. Products damaged in return transit due to inadequate packaging shall not be accepted.

4.3 Return Address: All returns must be shipped to the address specified in the Return Authorization. Shipments to alternative addresses shall not be accepted. You must obtain proof of shipment (tracking number) for all return shipments.

4.4 Return Tracking: We recommend using tracked courier services. You are responsible for tracking returns and providing proof of delivery. Returns with no tracking evidence or proof of delivery shall not be processed.

4.5 In-Transit Damage: Crown Engine Oils Distributors is not responsible for damage to Products during return shipment. You assume all risk of loss and damage during return transportation. You may arrange cargo insurance for returns at your expense.

4.6 Untracked Returns: Returns shipped without tracking documentation may not be located. If we cannot locate your return shipment, claim must be filed with the courier. We cannot process refunds for untracked returns that cannot be verified as received.

5.1 Refund Methods: Upon approval of return and receipt of Products, refunds are issued as: (i) Store Credit: Applied to Buyer's account for future purchases (standard method); (ii) Original Payment Method: Refunded to the original payment method (for credit card or electronic transfers); (iii) Cheque: Mailed cheque issued (for specific requests). Store credit is the default refund method unless otherwise requested.

5.2 Refund Processing Timeline: Following verification of returned Products, refunds shall be processed within the following timelines: (i) Store Credit: Applied within 3 business days of return verification; (ii) Electronic Transfer: 5-7 business days after refund authorization; (iii) Cheque: 7-10 business days for cheque issuance plus mail transit time. Processing timelines begin after Products are received and inspected at our facility.

5.3 Refund Amount: Refund amounts are calculated as follows: (i) Product refund = Original product price paid; (ii) Less: Return shipping costs if return was due to Buyer error; (iii) Less: Restocking fee of 15% for unopened products; (iv) Less: Disposal/handling costs if product is damaged or contaminated. Delivery charges are non-refundable regardless of circumstance, except for errors in order fulfillment.

5.4 Store Credit Validity: Store credit issued as refund remains valid for twelve (12) months from issuance date. Unused store credit after expiration date shall be forfeited. Store credit cannot be refunded or converted to cash payment.

5.5 Payment Method Reversal Issues: For electronic payment refunds, funds shall be returned to the original payment method. Due to banking delays, funds may take 5-10 business days to appear in your account after refund authorization. We are not responsible for delays in your bank's processing.

5.6 Tax on Returned Products: If applicable VAT or taxes were collected on original purchase, tax refunds shall be processed according to applicable tax law. In many cases, tax cannot be refunded and shall be retained by Crown Engine Oils Distributors.

6.1 Replacement Eligibility: Replacement products (exchange for equivalent product) are available in the following situations: (i) Product defect confirmed upon inspection; (ii) Product delivered damaged; (iii) Product delivered as wrong specification; (iv) Product contamination due to our error.

6.2 Replacement Process: Upon approval of replacement claim, we shall: (i) prepare replacement product of same or equivalent specification; (ii) ship replacement at no charge; (iii) arrange collection of defective product if desired. Replacement products are shipped via expedited delivery (where available) to minimize disruption to your business.

6.3 Replacement Timeline: Replacement products shall be prepared and shipped within three (3) business days of replacement authorization. Delivery timelines depend on your location and applicable delivery zones. Replacement products do not reset the warranty period; warranty continues from original purchase date.

6.4 Defective Product Return: For replacements, the defective product must be returned within thirty (30) days of receiving the replacement. If original defective product is not returned within this period, a restocking fee of 20% of product value shall be charged.

7.1 Damage Claim Window: Claims for damaged or short-shipped Products must be submitted within forty-eight (48) hours of delivery or receipt. Damage claims submitted after this deadline shall be forfeited and deemed waived. You must report damage immediately upon discovery.

7.2 Damage Claim Documentation: All damage claims must be accompanied by: (i) photographic evidence showing damage to packaging and product; (ii) photographic evidence of delivery condition; (iii) invoice number and order reference; (iv) detailed description of damage; (v) quantity of items affected; (vi) signature-stamped delivery receipt (if available).

7.3 Damage Claim Resolution: Upon verification of damage claim (with photographic evidence), resolution may include: (i) Replacement products shipped at no charge; (ii) Partial refund of damaged items; (iii) Full order cancellation and refund if damage is extensive. We shall determine the most appropriate remedy based on damage severity and circumstances.

7.4 Shortage Claims: Claims for missing or short-shipped items must be submitted within forty-eight (48) hours of delivery. Shortage claims require photographic evidence of sealed unopened packaging to support the claim that items were missing upon delivery.

8.1 Restocking Fee Policy: A restocking fee of fifteen percent (15%) of the product purchase price shall be deducted from refunds for the following circumstances: (i) Return of unopened, unused products in original packaging (Buyer's choice to return); (ii) Customer changed mind or found better price elsewhere; (iii) Returns requested for minor or cosmetic issues.

8.2 Waived Restocking Fees: Restocking fees are waived (refund of 100% product price) for: (i) Product defects confirmed by our inspection; (ii) Damaged products upon delivery; (iii) Wrong product shipped in error; (iv) Delivery to wrong address due to our error; (v) Products expired or contaminated upon delivery.

8.3 Handling & Disposal Charges: Additional charges may be deducted from refunds for: (i) Hazardous waste disposal (KES 2,000-5,000 per unit depending on volume); (ii) Testing/inspection of suspected defects (KES 1,000-3,000); (iii) Storage costs if return is delayed beyond the return window.

8.4 Charge Documentation: Any deductions from refund shall be itemized on the refund authorization with clear explanation. You shall be provided with invoice detailing all charges deducted.

9.1 Bulk Orders (100+ units or 500+ liters): Bulk orders have limited return rights. Bulk orders are generally final sale and non-returnable except for defects or delivery errors. Returns of bulk orders require executive approval and return shipping at Buyer's expense. Restocking fees for bulk returns are 25% (versus standard 15%).

9.2 Discontinued Products: Discontinued or obsolete products cannot be returned. If you purchased a discontinued product not knowing it was discontinued, you may request store credit at 50% of purchase price (at our discretion).

9.3 Promotional Products: Products purchased at promotional prices (flash sales, seasonal promotions) are final sale and non-returnable. No returns accepted on promotional products under any circumstance.

9.4 Wholesale Account Purchases: Wholesale accounts may have special return terms negotiated as part of their account agreement. Wholesale return terms supersede this general policy. Consult your account manager for your specific terms.

9.5 Expedited/Rush Orders: Products purchased with expedited or rush delivery are non-returnable. By selecting expedited delivery, you waive return rights for that order.

The following items are ABSOLUTELY NON-RETURNABLE under all circumstances and no exceptions shall be made:

• Products that have been opened, unsealed, or show evidence of use
• Products where contents have been partially consumed or dispensed
• Customized, special-blend, or made-to-order products
• Products purchased at discount rates exceeding 70% off
• Promotional "final sale" or "clearance" items
• Discontinued product lines
• Products stored improperly or outside manufacturer specifications
• Products contaminated by customer handling or mixing
• Products more than seven (7) days past delivery date
• Products purchased by customers who previously had return disputes
• Items where customer accepted delivery without written reservation
• Products where customer signed delivery receipt indicating "goods in good order"

11.1 Distinction: Returns Policy applies to Buyer's choice to return unopened products or to address delivery errors. Warranty Claims apply to product defects discovered after the return window. These are separate processes with different timelines and remedies.

11.2 Warranty Period: Products are warranted to be free from defects for thirty (30) days from delivery. Defects discovered within this warranty period may be addressed through warranty claim (replacement or refund), provided that product has been stored and used per specifications.

11.3 Post-Warranty Defects: Defects discovered more than thirty (30) days after delivery are outside warranty and not eligible for return or replacement unless manufacturing defect is evident from packaging or documentation.

11.4 Warranty Claim Documentation: To claim warranty, you must provide: (i) invoice and proof of purchase; (ii) detailed description of defect; (iii) photographic evidence; (iv) storage/use history; (v) evidence that defect existed at time of delivery (not caused by subsequent handling).

For questions about returns or to initiate a return authorization request, contact Crown Engine Oils Distributors:

• Email: info@crownoils.com
• Phone: 0712 012 113
• Business Hours: Monday - Friday, 9:00 AM - 5:00 PM EAT

Include your invoice number and brief description of return reason in all inquiries. We aim to respond to all returns inquiries within one (1) business day.