Refund Policy

Welcome to Surfstop Solutions’ Refund Policy

At Surfstop Solutions, we are committed to ensuring the satisfaction of our clients. We understand that sometimes things don’t go as planned, and we’re here to help. This policy outlines our approach to refunds, especially concerning our printed items.

Printed Items Refund Policy

  1. Partial Refunds for Printed Items:

    • Due to the custom nature of our printed products (banners, mugs, T-shirt printing, and business cards), we can only offer partial refunds.
    • If you are not satisfied with your order due to a fault on our part, please get in touch with us within [5 days] of receiving your item.

  2. Eligibility for Partial Refunds:

    • Refunds are considered on a case-by-case basis. Eligibility for a partial refund typically requires proof of an error, such as a printing defect or a significant deviation from the approved design.
    • Please provide photographic evidence of the issue to facilitate the refund process.

  3. Refund Amount:

    • The refund amount for printed items will be calculated based on the defect’s nature and the order’s total cost.
    • We aim to be fair and transparent in our assessment and will communicate the refund amount after a thorough review.

  4. Non-Refundable Situations:

    • Errors in the final product due to incorrect or incomplete information provided by the client (e.g., typos, incorrect graphics) are not eligible for refunds.
    • We cannot offer refunds for dissatisfaction related to personal taste or preferences once a design is approved for printing.

  5. Process for Requesting a Refund:

    • To initiate a refund request, please get in touch with our customer service team at hello@surfstop.co.ke
    • Provide your order number, details of the issue, and any relevant photographs.
    • Our team will review your request and respond within 2 business days.

General Refund Information

  • Refunds will be processed to the original payment method within 14 days of approval.
  • We reserve the right to offer a reprint or adjustment to the order instead of a refund, mainly if we believe the issue can be corrected.
  • Our goal is to resolve any issues to your satisfaction, and we encourage open communication throughout the process.

Contact Us

If you have any questions or concerns about our refund policy, please don’t hesitate to contact our customer service team. We’re here to make sure your experience with Surfstop Solutions is positive and satisfactory.