Last Updated
23 May 2026
Customer fairness
Refund and Returns Policy
How Keystone handles refunds, returns, replacements, service corrections, warranty support and special-order items.
Proof Required
Please keep your invoice, receipt, quotation, delivery note, job card or reference number.
Fair Handling
We review refund and return requests in line with the agreed scope and applicable Zambian law.
1. Purpose of This Policy
This policy explains how we handle refund, return, replacement, repair and service rectification requests. It is designed to support fair customer treatment, accurate information and transparent handling of concerns.
Nothing in this policy is intended to remove rights a customer may have under applicable Zambian consumer protection law.
2. Summary of Common Situations
| Situation | How It Is Usually Handled |
|---|---|
| Wrong item supplied | We review the invoice and delivery details and may arrange correction, replacement or refund where Keystone supplied the wrong item. |
| Defective item | We may inspect or test the item and then arrange repair, replacement, warranty support or refund where appropriate. |
| Service not delivered as agreed | We review the agreed scope and may correct the work, revisit the site, adjust the invoice or refund where appropriate. |
| Customer changes mind | Returns may be accepted only where the item is unused, complete, not installed, not damaged and returnable to the supplier. |
| Special order or custom item | These are normally not returnable unless faulty, wrongly supplied or not in line with the written specification. |
3. Products and Equipment
- Products must be returned with proof of purchase and, where possible, original packaging, accessories and manuals.
- Installed, modified, damaged, used or incomplete products may not be returnable unless the issue is a defect, wrong supply or warranty matter.
- We may need to test equipment before confirming the cause of a fault.
- Warranty handling may require manufacturer or supplier assessment and may be subject to their warranty terms.
4. Services, Installations and Call-Outs
Service fees, inspection fees, transport, call-out charges and labour already performed are normally not refundable simply because a customer changes their mind after the work has been carried out.
If the service was not performed as agreed, we will review the issue and may correct the work, revisit the site, adjust the invoice or offer another fair remedy.
5. Deposits, Advance Payments and Special Orders
Some projects require deposits to reserve materials, order equipment, allocate technicians or begin planning. Cancellation after procurement has started may lead to deductions for costs already incurred.
Special-order, custom, project-specific or imported items may be non-returnable unless defective, wrongly supplied or not aligned with the agreed written specification.
6. Warranty Support
- Workmanship warranty, if offered, will be stated in the quotation, invoice, handover note or service agreement.
- Manufacturer warranties belong to the manufacturer and may require proof of purchase, serial numbers, correct use and proper maintenance.
- Warranty does not normally cover misuse, unauthorized repair, tampering, lightning, power surge, flooding, fire, vandalism, pest damage, theft, neglect or abnormal site conditions.
- Keystone does not claim to be an authorized vendor, distributor or registered partner of any manufacturer unless this is confirmed in writing.
7. How to Request a Refund, Return or Correction
- Contact us with your invoice, receipt, job card, quote or reference number.
- Describe the problem clearly and attach photos where helpful.
- Allow Keystone to inspect, test or review the issue where needed.
- We will advise the next step based on the agreed scope, product condition, warranty and applicable law.
This page is a practical customer policy. For complex disputes or formal legal interpretation, customers
may seek independent advice from an appropriate professional or authority.