Last Updated: February 2026
1. Overview
At Formlab Kenya, we take pride in the quality of our products and services. This Refund Policy outlines the circumstances under which refunds may be issued for our aluminium, glass, and related fabrication and installation services.
2. Cancellation Before Production
- Orders cancelled before production commences are eligible for a full refund of the deposit, less a 10% administrative fee.
- Cancellation requests must be submitted in writing via email to info@formlab.co.ke.
- Refunds will be processed within 14 business days of the cancellation being confirmed.
3. Cancellation During Production
- Once production has commenced, cancellations are subject to a deduction for materials already procured and work completed.
- The refundable amount will be calculated on a case-by-case basis and communicated to the client.
- Custom-made products that have been fabricated to specific measurements are non-refundable.
4. Defective Products
- If a product is found to be defective upon delivery, the client must notify us within 48 hours of receipt.
- We will inspect the product and, if confirmed defective, offer a replacement or full refund at no extra cost.
- Defects caused by improper handling during or after delivery by the client are not covered.
5. Installation Issues
- If installation does not meet the agreed specifications, we will rectify the work at no additional charge.
- Claims must be made within 7 days of installation completion.
- Issues arising from pre-existing structural conditions or client modifications are excluded.
6. Non-Refundable Items
The following are non-refundable:
- Custom-fabricated products made to specific measurements
- Products that have been installed and are in use
- Site survey and consultation fees
- Delivery charges once delivery has been completed
7. Refund Method
Approved refunds will be processed using the original payment method (bank transfer, M-Pesa, or cheque). Processing time is typically 14 business days from approval.
8. Dispute Resolution
In the event of a disagreement regarding refunds, both parties agree to first attempt resolution through direct negotiation. If unresolved, mediation shall be pursued before any legal action.
9. Contact Us
For refund requests or enquiries, please contact us:
Formlab Kenya
Sameer Park, Mombasa Road, Syokimau, Nairobi
Email: info@formlab.co.ke
Phone: +254 (0) 770 334 555
