Returns + Exchanges

Welcome to Toptank Limited. We take great pride in the quality of our water storage tanks and other products. If for any reason you are not satisfied with your purchase, please review our Returns and Exchanges Policy below.

1. Eligibility for Returns & Exchanges

You may return or exchange a product if:

• The item is defective, damaged, or incomplete at the time of delivery.

• You received the wrong item or size.

• The product has a manufacturing defect or does not function as intended.

• The item is unused, in original packaging, and in resalable condition (if applicable).

Returns are not accepted for items damaged due to customer misuse, mishandling, or normal wear and tear.

2. Return Window

You must initiate a return or exchange within 7 days of receiving your order.

3. How to Request a Return or Exchange

To initiate a return or exchange:

1. Contact our customer service team via:

   • Phone: [Insert Number]

   • Email: [Insert Email Address]

   • WhatsApp: [Insert WhatsApp Number] (if available)

2. Provide the following:

   • Order number

   • Clear description of the issue

   • Photos or videos of the product, if damaged or defective

3. Our team will assess your request and provide instructions on the next steps.

4. Return or Exchange Process

• Inspection: Returned items will be inspected upon receipt to verify eligibility.

• Approval: Once approved, we will either:

  • Dispatch a replacement product, or

  • Issue a credit note or refund (if applicable).

• Timeline: Most returns and exchanges are processed within 5–10 business days.

5. Refunds (If Applicable)

Refunds are made only in the following situations:

• Product is out of stock and cannot be replaced.

• Manufacturing defect confirmed by Toptank quality assurance.

• Wrong product delivered and cannot be exchanged.

Refunds are issued via the original payment method (e.g., M-Pesa, bank transfer) within 7–14 business days.

6. Who Pays for Return Shipping?

• If the return is due to an error on our part (wrong item, defect, damage), Toptank will cover the return shipping or arrange collection.

• If the return is due to customer change of mind, the customer is responsible for return shipping and handling costs.

7. Non-Returnable Items

We do not accept returns or exchanges for:

• Customized or made-to-order tanks

• Used or installed tanks

• Accessories not purchased from Toptank