Return & Refund Policy

1. Eligibility for Returns

a) Damaged or Defective Items

Returns accepted if item arrives damaged, is defective, or missing key components.

• Report within 14 days of delivery.
• Provide clear photos/videos of the damage or defect.
• Product must be unused unless the defect was discovered during inspection.

b) Wrong Item Delivered

If the wrong product is delivered, BlazeShield will arrange a replacement at no extra cost and cover return shipping fees. Report within 3 days.

c) Change of Mind / Incorrect Order

Because fire safety equipment is critical safety gear:

• Returns for change of mind are accepted only if the item is unused, in original packaging, and reported within 7 days.
• A restocking fee of up to 10% may apply.
• Customized or specially ordered equipment cannot be returned unless defective.

2. Non-Returnable Items

The following items cannot be returned once delivered and unpacked:

• Used fire extinguishers
• Refilled or serviced fire extinguishers
• Fire suppression systems after installation
• Consumable safety equipment (fire blankets, first aid items, smoke cartridges)
• Clearance or discounted items (unless defective)

3. Return Process

1. Contact us via Email: info@blazeshieldsafety.co.ke or Phone: +254 745 950 009 / +254 783 494 990.
2. Include: Order number, product name, reason for return, and photos/videos (if applicable).
3. Our support team will review the request within 2 business days.
4. Once approved we will send return instructions, provide a return shipping label (if applicable), or arrange pickup for bulky items.

4. Refunds

Refunds are processed after the returned item is received and inspected for eligibility.

Refund Timeline: Refunds are issued within 2–5 business days after approval and are processed through the original payment method. Shipping fees are refundable only when the item was defective, damaged, or incorrectly delivered.

5. Exchanges

Exchanges are allowed for wrong items delivered, product defects, or upgrades (customer pays difference). Exchanges follow the same process as returns.

6. Warranty Claims

Some products include manufacturer warranties. BlazeShield will facilitate warranty claims as required. Warranty details are provided with the product.

7. Order Cancellations

Orders may be cancelled if the request is made before shipping. Special-order or customized items cannot be cancelled once processing begins.