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Rafiki Dudu Nets

Refund Policy

We care about you.

Effective date: August 28, 2025

At Rafiki Dudu Net we take pride in the quality of our magnetic mosquito nets, retractable nets and installation services. This Refund & Returns Policy explains when refunds, returns or replacements are available, how to request them, and what to expect. We aim to be fair, transparent and fast — please read the policy carefully before placing an order.

1. Scope

This policy applies to:

  • Finished, ready-to-install products sold off-the-shelf;
  • Custom-made, made-to-measure nets and pleated systems;
  • Installation services provided by Rafiki Dudu Net.

Note: Because many of our products are manufactured to customers’ exact measurements and specifications, different rules apply to custom-made orders (see Section 4).

2. Refunds, Replacements & Repairs — When they apply

We will consider refunds, replacements or repairs in the following circumstances:

a. Manufacturing defect or faulty product

If a product is defective, damaged on delivery, or does not meet the specifications agreed at the time of sale, we will offer, at our option:

  • a full refund, or
  • replacement of the defective part/product, or
  • repair at no additional cost.

b. Incorrect or incomplete installation by Rafiki Dudu Net

If the installation performed by our team is faulty (for example, improper fitting that causes gaps, or damage to the product during installation), we will rectify the issue free of charge. If the fault cannot reasonably be remedied, we will offer a replacement or refund for the affected item(s).

c. Change of mind / Cancellation (non-defective products)

Because many of our items are custom-made, refunds for “change of mind” are limited:

  • Off-the-shelf products (standard sizes and stock items): eligible for return within the period stated in Section 5, subject to inspection and a restocking fee.
  • Custom-made / made-to-measure products: not eligible for refund for change of mind once manufacturing has begun or the product has been fabricated. Exchanges or credits may be considered at the company’s discretion.

3. Items not eligible for refund

  • Custom-made nets and bespoke units manufactured to customer measurements once production has started.
  • Products that have been altered, installed by third parties, misused, or damaged after delivery by the customer.
  • Products returned without the original invoice/order number, or without the required documentation (photos, delivery note).
  • Consumables that are clearly marked non-returnable (if any).

4. How to request a refund, replacement or repair

To make a claim, please follow these steps:

  1. Within 7 days of delivery or discovery of a fault, email our support team at service@rafikipestcontrol.com
  2. or call +254 717 819 204 and provide:
  • Your full name and contact details;
  • Order/invoice number;
  • Date of installation/delivery;
  • A clear description of the issue; and
  • Photographs or short video showing the defect or issue (where applicable).
  1. We will acknowledge receipt of your claim and open a case. We may ask for additional information.
  2. We will arrange either a remote assessment (photo/video) or a site inspection depending on the issue. If a site visit is required, we will mutually agree on a visit time.
  3. After assessment, we will communicate the outcome and proposed remedy (repair, replacement, refund or credit). If a refund is approved, we will process it by the original payment method or by bank transfer (for cash payments), subject to verification.

5. Timeframes & processing

  • Claims should be reported as soon as possible and within the time limits above.
  • We aim to assess and respond to all valid claims promptly; specific response times may vary depending on the nature of the claim and whether an on-site inspection is required.
  • Approved refunds will be processed through the original payment channel. Processing time for the customer’s bank or payment provider may vary.

6. Refund amounts & deductions

  • Full refund: granted for proven manufacturing defects, or when we cannot remedy an installation problem.
  • Partial refund: may be offered in cases where a product has been used and the value is diminished.
  • Deductions: refunds may be reduced by reasonable deductions for:
  • installation time already performed (if installation was completed and the product is not faulty),
  • depreciation resulting from use or damage by the customer, and
  • restocking or handling fees for off-the-shelf items returned for reasons other than defect.

7. Returns shipping & collection

  • If a product must be returned to us for assessment, we will advise whether you should return it or whether we will collect it.
  • For defective or incorrectly supplied items, Rafiki Dudu Net will arrange and pay for collection or return shipping where practical.
  • For non-defective returns (change of mind) the customer will usually be responsible for the return shipping cost and any risk in transit unless otherwise agreed.

8. Cancellations & orders in progress

  • Before production begins: A customer may cancel a custom order for a full refund of any deposit, minus any non-recoverable third-party costs or administration fees (if applicable).
  • After production begins: cancellations may not be accepted; if accepted, refunds will be reduced to cover manufacturing costs already incurred. We will notify you immediately if production begins.

9. Warranty & after-sales

  • Our materials (e.g., powder coating, mesh, magnets) and workmanship have warranties as specified at sale. Warranty terms vary by product; please consult your invoice or the product documentation for details.
  • Warranty claims are handled through the procedure in Section 4.

10. Disputes & escalation

If you are not satisfied with the outcome of your refund/repair/replacement claim, please escalate by emailing service@rafikipestcontrol.com

with “Escalation” in the subject line and including your case reference. We will escalate to a senior manager for review.

11. Consumer rights

This policy is without prejudice to your statutory consumer rights. Where local law provides greater protection (for example, mandatory warranties or rights to a refund for faulty products), those legal rights shall apply.

12. Changes to this policy

Rafiki Dudu Net may update this policy from time to time. The effective date at the top indicates when the current policy took effect. Significant changes will be communicated to customers via email or our standard communication channels.

Contact Us

For refunds, returns, warranty claims or questions about this policy:

Rafiki Dudu Net

Phone: +254 717 819 204

Email: service@rafikipestcontrol.com


Physical: Duruma Rd, (Nairobi/Kenya)