Refund Policy

Overview

Because our products are custom-made to your specifications, we generally cannot offer refunds on completed orders. However, we stand behind our work and will make things right if we made a mistake.

Full refund

You are eligible for a full refund if:

• You cancel before production has begun (deposit refunded in full)
• We fail to deliver within the agreed timeline and you choose to cancel
• The product is materially different from the approved design

Partial refund

You may receive a partial refund if:

• You cancel after production has begun (deposit minus material costs already incurred)
• Delivered goods have minor defects that do not affect functionality
• Partial order completion due to circumstances beyond our control

No refund

Refunds are not available for:

• Products that match the approved design and meet quality standards
• Change of mind after production is complete
• Incorrect information provided by the client (wrong sizes, spelling, logos)
• Normal wear and tear after delivery
• Products damaged by the client or third-party couriers after handoff

Defective products

If you receive a defective product:

• Contact us within 48 hours of delivery with photos of the defect
• We will assess the issue and offer repair, replacement, or partial refund
• Claims reported after 48 hours may not be eligible

Installation issues

For signage installation, we offer a 30-day workmanship warranty. If installed signage develops issues within 30 days due to our workmanship, we will repair or reinstall at no cost.

How to request a refund

1. Email info@touchlineltd.co.ke with your order number and reason
2. Include photos if the issue is product-related
3. We will respond within 3 business days
4. Approved refunds are processed within 14 business days via your original payment method

Contact

• Email: info@touchlineltd.co.ke
• Phone: +254 722 668 696