Complaints & Refunds
Every complaint is handled within a maximum of 14 working days, in line with the Consumer Protection Act, 2012 of the Republic of Kenya.
Our commitment: complaints are acknowledged within 48 hours and fully resolved within 14 working days. Approved refunds are paid to the same M-Pesa number used for payment within 7 working days of approval.
How the process works
1. Log your complaint
Send us your quotation or receipt reference (e.g. EFS-Q-XXXXXXXX), the site location and a short description with photos where possible.
2. Acknowledgement — 48 hours
We confirm receipt of your complaint within two working days and assign a case owner from our technical or sales team.
3. Assessment & site visit
Where a defect is claimed, we schedule an on-site inspection to establish the cause — workmanship, materials, or post-installation use.
4. Resolution — up to 14 days
All complaints are resolved within a maximum of 14 working days from the date of acknowledgement, through repair, re-application, part-refund or full refund as applicable.
Refund eligibility
- Materials: unopened, undamaged products in their original packaging may be returned within 7 days of delivery. Tinted, custom-mixed or opened products are non-returnable.
- Deposits: the 50% deposit mobilises materials, equipment, labour and logistics. It is refundable in full only where cancellation happens before materials are dispatched or the team is mobilised, less any transport already incurred.
- Workmanship: where an installation defect attributable to us is confirmed, we re-apply the affected area at no cost. A refund is offered only where re-application is not practical.
- Not covered: damage from misuse, chemical spills, unauthorised repairs, structural movement, or moisture ingress from an untreated substrate that the client declined to remedy.
Logistics & transport
Logistics are determined by the site location and are calculated after the first payment is received and the site is confirmed. Transport costs already incurred on a cancelled job are deducted from any refund.
Tax documents
All refunds are processed against the original official tax receipt. Where a receipt is reversed or amended, a credit note referencing the original receipt number is issued in line with KRA requirements. Provide your KRA PIN if you require it captured on your documents.
Raise a complaint
Use any of the channels below and quote your reference number. You can also use the contact form or track your job on the Track page.