Returns & refunds policy

1. Return eligibility

Customers may request a return within 14 calendar days from the date of delivery, provided that the following conditions are met:

• The product is unused, uninstalled, and unopened.
• The product remains in its original packaging and condition.
• All spare parts, accessories, manuals, seals, labels, and accompanying items are intact.
• The product is in a resalable condition.
• The return request is submitted within the applicable return period.
• Proof of purchase or the relevant order/invoice number is provided.

Tenstar Poultry reserves the right to inspect returned products before approving a return or refund. Returns that do not meet the above requirements may be declined.

2. Non-returnable products

For biosecurity, health, safety, and product integrity reasons, the following products are generally non-returnable unless confirmed to be defective or incorrectly supplied:

• Opened or used feeders, drinkers, incubators, cages, or heating equipment.
• Opened feeds, supplements, medications, vaccines, or chemical treatment products.
• Products that have been installed, modified, operated with live poultry/livestock, or improperly handled by the customer.
• Customized or specially fabricated equipment and special orders.
• Clearance, promotional, or final-sale items.
• Products returned after the applicable return period without prior authorization.

3. Defective, damaged or incorrect products

If you receive a product that is defective, damaged during delivery, or different from the product ordered, please notify Tenstar Poultry within 48 hours of delivery.

To facilitate a prompt resolution, customers may be required to provide:

• Order or invoice number
• Product name and description
• Description of the issue with photos/videos of the product, serial numbers, and packaging

Following assessment, Tenstar Poultry may provide an appropriate remedy: replacement with correct equipment, like-for-like exchange, repair or provision of replacement spare parts, or full/partial refund.

4. Exchanges

We may provide a like-for-like exchange where a product is confirmed to be defective, damaged, or incorrectly supplied. Exchange requests should be reported within 48 hours of delivery.

Where the replacement equipment or part is unavailable, the customer may select an alternative product of equivalent value or request an applicable refund.

5. Refund process

Once an approved return has been received and inspected, Tenstar Poultry will process the applicable refund within 5–7 business days through:

• M-Pesa
• Bank Transfer
• Store Credit, where agreed with the customer

6. Change-of-mind returns & shipping costs

Where a return is requested due to a change of mind, the return may be accepted at our discretion provided the product is completely unused, uninstalled, and unopened in intact original packaging. The customer is responsible for return transport costs.

Tenstar Poultry will cover return shipping costs where the return results from delivery of an incorrect product, confirmed defect, or transit damage attributable to our shipping process.

7. Return authorization

Customers must obtain prior return authorization before sending or bringing any product back. Unauthorized returns may be delayed, rejected, or returned at the customer's expense.

8. How to request a return or refund

To initiate a return, exchange, or refund request, please contact Tenstar Poultry with your order number, customer details, product model, purchase date, reason for return, and relevant media evidence.

9. Inspection, approval & warranties

All returned machinery and equipment are inspected prior to refund or exchange approval. Inspection verifies mechanical condition, packaging, accessories, serial numbers, and signs of use, installation, or power connection.

Certain incubators, motors, automated feeding systems, and machinery carry manufacturer warranties, which will be honored in accordance with manufacturer terms.

10. Limitations & commitment

Tenstar Poultry reserves the right to decline returns where products have been used contrary to intended agricultural instructions, damaged by electrical surges/water/chemicals, modified by unauthorized parties, or submitted past the return window. Nothing excludes statutory rights under Kenyan consumer laws.