RETURNS, REFUNDS & EXCHANGES POLICY

Effective Date: June 2026

At Macire Limited, we are committed to providing quality products and exceptional customer service. This Returns, Refunds & Exchanges Policy outlines the conditions under which products may be returned, exchanged, repaired, credited, or refunded.

This policy should be read together with the Macire Warranty Policy, which governs warranty claims, repairs, replacements, and product defects.

1. RETURN ELIGIBILITY

Customers may request a return within 14 calendar days from the date of delivery or collection, subject to the conditions below.

To qualify for return:

• The product must be unused and in new condition.
• The product must be in its original packaging.
• All manuals, accessories, warranty cards, and supplied components must be included.
• Proof of purchase (invoice or receipt) must be provided.
• The product must not have been installed, assembled, commissioned, fueled, wired, configured, modified, or put into service.

Macire Limited reserves the right to inspect all returned products before approving any return, exchange, credit note, repair, replacement, or refund.

2. NON-DEFECTIVE RETURNS

If a customer changes their mind or no longer requires a product, a return request may be considered within 14 days provided:

• The product remains unused.
• The original packaging is intact.
• The product is in resalable condition.
• The product is not listed under the non-returnable items section of this policy. Following inspection and approval, Macire may offer one of the following remedies at its sole discretion:
• Exchange
• Credit Note
• Refund
• Original delivery, transport, installation, commissioning, and handling charges are non-refundable.

3. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

Customers must inspect products upon delivery.

Any of the following issues must be reported within 48 hours of delivery:

• Product delivered damaged
• Product delivered with missing parts
• Incorrect product supplied
• Product visibly defective upon receipt

Where a claim is verified, Macire may provide:

• Repair
• Replacement
• Exchange
• Credit Note
• Refund depending on product availability, product condition, and the nature of the issue.

4. PRODUCTS COVERED UNDER WARRANTY

Products that have been:

• Installed
• Commissioned
• Wired
• Fueled
• Configured
• Assembled
• Operated
• Put into service are not eligible for return under this policy.

Such products shall instead be handled under the applicable Macire Warranty Policy.

Warranty claims shall be assessed and resolved in accordance with the official warranty procedures, conditions, exclusions, and remedies contained within the Macire Warranty Policy.

View Macire Warranty Policy:

 https: // drive.goo gle.co m/ drive/ fo lders/ 10 ZEW4P kcBx3 mNGQuWLv p0 G0 v I_GjnEOJ? usp=sharing

5. NON-RETURNABLE PRODUCTS

The following products are not eligible for return, exchange, or refund unless a verified manufacturing defect exists:

Special Orders

• Custom-built systems
• Custom-configured products
• Special imports
• Products sourced specifically for a customer
• Made-to-order products

Installed Products

• Solar systems
• Solar panels
• Inverters
• Lithium batteries
• Battery banks
• Water pumps
• Borehole pumps
• Pressure systems
• Irrigation systems
• Generators
• Construction equipment
• Agricultural machinery
• Industrial machinery

Other Exclusions

• Clearance items
• Final sale items
• Used products
• Demonstration units
• Products with missing packaging
• Products with missing accessories
• Products damaged through customer handling

Products altered or modified after purchase

6. RETURN PROCESS

Step 1 – Contact Macire

Submit a return request through any of the official channels below:

Phone / WhatsApp: +254 713 520 969

Phone / WhatsApp: +254 718 762 530

Email: [email protected]

Website:  ww w.macire.co .ke

Step 2 – Provide Supporting Information

Please provide:

• Invoice or receipt number
• Product details
• Reason for return
• Photos or videos where applicable
• Delivery date

Step 3 – Assessment

Macire will review the request and may request additional information, photos, videos, or inspection before approval.

Step 4 – Return Authorization

If approved, Macire will provide instructions for returning the product. Unauthorized returns may be rejected.

Step 5 – Inspection & Resolution

Returned products will be inspected before the final decision is communicated.

7. REFUNDS

Approved refunds will be processed through the original payment method wherever reasonably possible.

Refunds will normally be processed within 7–14 business days after:

• Product inspection
• Return approval
• Verification of product condition

Refund values may be adjusted where:

• Components are missing
• Packaging is missing
• Accessories are missing
• The product requires repackaging or restoration

8. EXCHANGES

Approved exchanges may be processed for:

• Alternative models
• Different sizes
• Different capacities
• Alternative products of equivalent value

Any price difference must be settled before the exchange is completed. Additional transport or delivery charges may apply.

9. ORDER CANCELLATIONS

Orders may be cancelled before dispatch.

Where procurement, manufacturing, customization, assembly, or importation has already commenced, cancellation may not be possible.

Special-order and custom-built products may not be cancelled once processing has begun.

Any applicable costs incurred by Macire prior to cancellation may be deducted from any approved refund.

10. LIMITATION OF LIABILITY

To the fullest extent permitted by law, Macire Limited shall not be liable for:

• Loss of profits
• Loss of income
• Downtime
• Business interruption
• Third-party labour costs
• Third-party technician fees
• Transport costs
• Consequential damages
• Indirect damages

Damage to connected equipment or systems except where such liability cannot be excluded under applicable law.

11. GOVERNING LAW

This policy shall be governed by and interpreted in accordance with the laws of the Republic of Kenya.

Any disputes arising from this policy shall be subject to the jurisdiction of Kenyan courts.

12. RELATED POLICIES

Customers are encouraged to review the following related policies:

• Macire Warranty Policy
• Terms & Conditions
• Delivery Policy
• Privacy Policy

These policies collectively govern transactions with Macire Limited.

13. CONTACT INFORMATION

Macire Limited

Barkat Shopping Mall, Opposite SBM Bank

Kumasi Road, Nairobi, Kenya

Call / WhatsApp: +254 713 520 969

Call / WhatsApp: +254 718 762 530

Website:  ww w.macire.co .ke

Email: [email protected]

Macire Commitment

Macire Limited remains committed to fair, transparent, and professional handling of returns, refunds, exchanges, and warranty claims while protecting both customer interests and product integrity.

Inspired Solutions for Inspired Living

Power • Machinery • Water