Perfect — here’s the updated and final version with your official email and Muthaiga, Nairobi address cleanly added. This version is Shopify-ready and Google Merchant Center-compliant for a service-based moving company 👌
Return, Refund & Claims Policy
Dial and Move Kenya – Moving & Storage Solutions
📍 Address: Muthaiga, Nairobi, Kenya
📧 Email: dialandmovekenya@gmail.com
📞 Claims Department: 0776 148 038
1. Scope of This Policy
Dial and Move Kenya is primarily a service-based business offering moving, storage, packing, and relocation services.
This policy applies ONLY to physical packing materials sold separately, including but not limited to cartons, boxes, wrapping materials, bubble wrap, tapes, and related packing supplies.
❌ Moving services, labour, transportation, storage, and relocation services are NON-REFUNDABLE once rendered or commenced.
2. Returns & Refunds – Packing Materials Only
Returns are accepted only for unused packing materials, subject to the following conditions:
- Items must be unused, unopened, and in original condition
- Return request must be made within 7 days of purchase
- A valid receipt or invoice is required
- Customer bears the cost of returning the items
Once received and inspected, approved refunds will be processed within 7–14 business days via the original payment method.
❌ Returns will NOT be accepted for:
- Used, torn, or damaged packing materials
- Bulk or discounted packing materials
- Items damaged after delivery
- Custom or special-order packing supplies
3. Loss or Damage Claims – Moving Services
Any loss, damage, or breakage related to moving or storage services must be reported within 12 hours after completion of the move.
⏰ Claims reported after 12 hours will NOT be accepted, reviewed, or compensated.
4. Claims Reporting Procedure
All claims must:
- Be reported within 12 hours after the move
- Include clear photos or videos of the damaged or missing items
- Reference the job number, invoice, or booking confirmation
- Be reported via official communication channels
📞 Claims Department Contact: 0776 148 038
📧 Email: dialandmovekenya@gmail.com
5. Claims Review & Resolution
- All claims are reviewed by our Claims Department
- Assessment may involve inspection, verification, and documentation review
- Approved claims may result in repair, replacement, or partial compensation
- Cash refunds are not guaranteed and are issued strictly at management’s discretion
6. Exclusions & Limitations of Liability
Dial and Move Kenya shall not be liable for:
- Damage caused by poor or self-packing where professional packing was declined
- Normal wear and tear, minor scratches, or dents
- Undeclared fragile or high-value items
- Electronics not tested before and after the move
- Items packed by third parties
- Delays or damage caused by force majeure events (accidents, weather, fire, unrest, or acts beyond our control)
7. No Refund Policy on Services
Once a moving, packing, storage, or relocation service has been delivered or commenced:
❌ No refunds, cancellations, or reversals shall be issued
8. Policy Compliance
This policy is designed to comply with:
- Shopify Merchant Policies
- Google Merchant Center return & refund requirements for service-based businesses
By purchasing packing materials or engaging our services, customers agree to this policy.
9. Policy Updates
Dial and Move Kenya reserves the right to amend this policy at any time. Updates will be published on our website and merchant platforms.
If you want, I can:
✅ Create a short Google Merchant–only version
✅ Convert this into FAQs
✅ Add it to Shopify legal pages formatting
✅ Simplify language for customers
✅ Add WhatsApp contact wording
Just tell me what’s next 🚚📦
