Last Updated: 3rd September 2025

1. Returns

At Mastercraft Timber and Hardware, we want you to be satisfied with your purchase. If for any reason you are not completely happy with your order, we accept returns within 3 days from the date of delivery. To initiate a return, please follow these steps:

• Contact our Customer Service team at sales@mastercrafttimber.co.ke to inform us of your return.
• Ensure the product is in its original condition, unused, and in its original packaging.
• Include a copy of the original order confirmation or packing slip.

2. Refunds

Upon receiving your return and verifying its condition, we will process the refund to your original payment method. Please allow 3 business days for the refund to reflect in your account.

3. Exchanges

If you wish to exchange an item, please contact our Customer Service team at sales@mastercrafttimber.co.ke. We will guide you through the process and ensure a smooth exchange.

4. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately. Provide details and, if possible, attach photos of the damaged or defective product. We will arrange for a replacement or issue a refund.

5. Return Shipping

Customers are responsible for return shipping costs unless the return is due to a mistake on our part or a defective product. We recommend using a trackable shipping method for your returns.

6. Refund Exceptions

Certain items, such as custom-made products, may not be eligible for a refund or may be subject to a restocking fee. This will be communicated to you during the purchase process.

7. Contact Information

If you have any questions or concerns about our Refund and Returns Policy, please contact our Customer Service team at sales@mastercrafttimber.co.ke.