Exchanges & Returns Policy

Qualipas Industries Ltd
Effective Date: 27 August 2026

At Qualipas Industries Ltd, we are committed to providing quality food products and reliable service. Because our products include food and other consumable products, returns and exchanges are handled with particular attention to food safety and hygiene.

1. When a Return or Replacement May Be Accepted

A return or replacement may be considered where:

• The wrong product was delivered.
• The product arrived damaged.
• The product packaging was compromised upon delivery.
• The product has an obvious quality or manufacturing defect.
• An expired product was supplied due to an error by Qualipas Industries.

All claims are subject to review and confirmation by Qualipas Industries.

2. Inspect Your Order Upon Delivery

Customers are encouraged to inspect their order immediately upon delivery.

If you notice a damaged, defective, incorrect or otherwise eligible product issue, you should contact Qualipas Industries within 24 hours of delivery.

Claims reported after this period may not be eligible for a return, exchange or replacement.

3. Food Products and Hygiene

For health, safety and hygiene reasons:

• Opened food products cannot normally be returned or exchanged.
• Partially consumed or used food products cannot normally be returned or exchanged.
• An opened or partially consumed product may be considered only where the product is defective or was supplied incorrectly.
• Products damaged after delivery through improper storage or handling are generally not eligible for return.
• Products returned without prior approval are generally not eligible for return.

Customers should therefore ensure that products are stored and handled appropriately after delivery.

4. How to Report a Problem

To report a damaged, defective or incorrect order, contact Qualipas Industries within 24 hours.

Please provide:

• Order number
• Customer name
• Telephone number
• Description of the problem
• Clear photographs of the product and packaging, where applicable

Providing photographs helps us assess the reported issue and determine the appropriate resolution.

5. Replacement, Exchange or Refund

After reviewing and confirming an eligible claim, Qualipas Industries may provide one of the following solutions:

• Replacement of the affected product
• Replacement of the affected item
• Store credit
• Refund where replacement is not reasonably possible

Approved refunds will normally be processed through the original payment method.

Where the problem resulted from an error by Qualipas Industries, applicable delivery charges for the affected order may also be refunded.

6. Order Cancellation

Orders may be cancelled before dispatch, subject to confirmation by Qualipas Industries.

Once an order has been dispatched, cancellation may no longer be possible.

7. Returns Must Be Approved

Please do not send products back to Qualipas Industries without contacting us first.

Our team will review your claim and provide instructions where a return or replacement is required.

Products returned without prior approval may not be eligible for a return or exchange.

8. Delivery Problems

Customers are responsible for providing accurate delivery information, including their name, telephone number and delivery location.

Where incorrect or incomplete customer information causes a delivery problem or additional delivery charges, those costs may be charged to the customer.

If a customer is unavailable and delivery fails, a second delivery attempt may be made or the parcel may be returned to Qualipas Industries. Additional delivery charges may apply.

9. Contact Us

For questions about orders, returns, exchanges, replacements or refunds, please contact Qualipas Industries:

Qualipas Industries Ltd
Address: Ting’ang’a, Kiambu, Kenya
Email: info@qualipasindustries.com
Phone: 0759 603 695 / 0759 629 016

Please have your order number available when contacting us about an order.