Refund and Returns Policy

At GrinWave Sugar Processing Ltd, customer satisfaction and product integrity are our top priorities.
This Refund & Return Policy explains our guidelines regarding cancellations, refunds, and replacements for local and international clients.

🧾 1. Overview

Our products are manufactured and shipped under strict quality control and inspection standards.
Because our goods are industrial-grade and perishable (food-related), we generally do not accept returns or exchanges once products have left our warehouse, except in cases of proven error, damage, or non-conformity to agreed specifications.

🚫 2. Non-Returnable Items

The following items are not eligible for return or refund:

  • Refined and raw sugar (bulk or packaged)

  • Molasses and by-products

  • Customized or private-labeled packaging

  • Export consignments cleared at port of loading

  • Products damaged due to improper storage or handling after delivery

🧪 3. Eligibility for Refund or Replacement

A refund or replacement may be considered under the following circumstances:

  • The product delivered does not match the agreed specifications (e.g., ICUMSA grade, moisture, or polarity).

  • The product was damaged in transit before reaching the buyer’s facility.

  • The buyer cancels the order before production or dispatch (subject to approval).

To qualify, clients must:

  1. Notify us within 7 days of delivery with a formal claim.

  2. Provide batch numbers, photos, and SGS/BV inspection reports (if applicable).

  3. Allow our quality assurance team to investigate and verify the claim.

💰 4. Refund Process

Once your claim is reviewed and approved:

  • Refunds will be processed through the original payment method (bank transfer or agreed channel).

  • Processing time may take 7–14 business days, depending on your bank or payment provider.

  • In case of partial non-conformity, credit notes or product replacements may be issued instead of direct refunds.

🚛 5. Order Cancellation

  • Orders canceled before production will receive a full refund.

  • Orders canceled after production but before shipment may incur a 20% administrative fee.

  • Once cargo has shipped, cancellation is no longer possible.

⚖️ 6. Quality Verification

All GrinWave shipments are accompanied by:

  • Certificate of Origin

  • Certificate of Analysis (COA)

  • Packing List & Invoice

  • Inspection Report (SGS/BV upon request)

These documents confirm quality compliance prior to dispatch.
Claims submitted after independent inspection or product use cannot be accepted.

🌍 7. Export Clients

For international shipments, any claim related to damage or discrepancy must be filed before container release at the destination port, in accordance with Incoterms and contract terms agreed at purchase.

📞 8. Contact for Refunds or Claims

To submit a refund or replacement request, contact:
📧 support@grinwavekenya.com
📍 Industrial Area, Nairobi, Kenya
☎ +254 105966113

GrinWave Sugar Processing Ltd
Delivering quality and integrity — from cane to container.

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