Returns Policy

Returns & Exchanges

Changed your mind or received the wrong item? Here's exactly how returns and exchanges work at Sheffield and what to expect at every step.

This policy explains how you can return or exchange products purchased from Sheffield Steel Systems Limited in store or online. In short: we operate an exchange-only policy. Eligible returns are processed as exchanges or as a credit note you can spend on something else.

7-day window: Bring eligible items back within 7 days of purchase, with your receipt.
Exchange or credit note: No cash refunds, swap for another product or receive a credit note.
Original condition: Unopened, unused, with all packaging, accessories and documentation.
In-store exchanges: Processed at Sheffield Africa Headquarters - Off Old Mombasa Road near the Nairobi SGR Terminus.

An exchange-only policy: Sheffield Steel Systems Limited maintains a strict Zero Refund Policy. No cash refunds are offered for returned products, regardless of the circumstances. All eligible returns are processed as exchanges for products of equal, higher or lesser value.

How credit notes work: Once a returned item is inspected and accepted, a credit note is issued. Use it toward a new item: if the new item costs more, you pay the difference; if it costs less, simply pick additional items to use the full value. Items of equal value are exchanged directly.

Am I eligible for an exchange?

To be eligible for an exchange, products must meet all of the following:

Returned within 7 days of the original purchase date.
In original, unopened condition, complete with all accessories, packaging and documentation.
Accompanied by proof of purchase (original receipt or invoice).
Faulty "Out of Box Failure" items reported within 24 hours of leaving the store or of delivery.
Exchanges on large appliances are only considered if they are uninstalled (never connected or hooked up), securely packaged (original packaging preferred), and in unused condition - free of scratches, dents or signs of use. Final eligibility is determined by our team on visual inspection and operational check.

How an exchange works

Bring it in for inspection - Visit Sheffield Africa Headquarters with the original receipt/invoice. We inspect it on receipt to verify its condition.
We confirm it's eligible - If the product qualifies for exchange, we notify you promptly so you can choose a replacement.
Choose your replacement - Pick a product of equal, higher or lesser value.
- Higher value → pay the difference.
- Lower value → add items to use your full credit.
- Equal value → straight swap.
Complete it in store - All exchanges are completed at our Nairobi Headquarters.

What's not eligible

Products that have been used, damaged or altered in any way.
Products missing original packaging or accessories.
Clearance items - Items bought from a clearance sale are sold as-is and are not eligible for exchange under this policy.

Shipping & costs

You cover the shipping cost of safely returning a product to us.
Sheffield covers the shipping cost of sending your replacement product.
For faulty items returned within the exchange period, Sheffield covers both shipping and delivery costs.

Your rights & the fine print

This policy applies to purchases from our online store. Online orders may carry additional terms in our online Terms & Conditions.
Signing the delivery note acknowledges receipt of the product in good condition.
Sheffield may refuse exchanges where the conditions of this policy are not met, and may modify this policy at any time to the extent permitted by law.
This policy does not affect your statutory rights; however, Sheffield expressly excludes cash refunds for returned products.