Refund and Returns Policy

This Refund and Returns Policy explains your rights and obligations when returning products purchased from us online or in store, and under what conditions we issue refunds, replacements, or store credits. At Cougar Nets, we are committed to delivering high‑quality products and ensuring customer satisfaction. 

To be eligible for a return, all of the following must be true:

• The product was purchased directly from cougarnets.co.ke or an authorized Cougar Nets retail location.

• The return request is submitted within 14 calendar days from the date of delivery (online) or date of purchase (in store).

• The product is returned in its original condition, unused, unopened (where applicable), and with all original packaging, manuals, accessories, tags, and labels intact.

• Proof of purchase (order number, receipt, or invoice) is provided.

Certain products may be non‑returnable due to hygiene, safety, legal, or technical reasons. These include, but are not limited to:

• Custom cut or custom‑sized materials

• Perishable goods

• Sealed safety or protective equipment once opened

• Consumables (e.g., adhesives, filters once unsealed)

To start a return:

1. Contact Cougar Nets Customer Support via:

   • Email: info@cougarnets.com or sales@cougarnets.com

   • Call/WhatsApp: +254 706 903 465

2. Provide the following:

   • Order number or receipt

   • Product name and SKU (if available)

   • Reason for return

   • Photos showing product condition (if relevant)

3. Our team will review and respond within 2 business days with instructions for returning the item.

• For online orders, return shipping costs are the responsibility of the customer unless the return is due to a Cougar Nets error (e.g., wrong item shipped, defective item on arrival).

• We recommend using a trackable shipping method for all returns; Cougar Nets is not responsible for returned items lost in transit.

Once we receive your returned item:

• We will inspect the product to confirm it meets the return eligibility criteria.

• If approved, we will issue a refund, replacement, or store credit depending on your preference and stock availability.

5.1 Refunds

• Refunds are processed using the original payment method.

• Processing times vary by payment provider, typically 5–14 business days after approval and dispatch of the return.

5.2 Replacements

• If you choose a replacement and the item is in stock, we will ship the replacement free of additional product cost. You may still be responsible for return shipping if the return was not due to our error.

5.3 Store Credit

• Store credit is issued when requested by the customer or where refunds are not permitted.

• Store credit can be applied to any future purchase on cougarnets.co.ke and does not expire.

• If a product arrives defective, damaged, or materially different from its description:

  1. Notify Customer Support within 7 calendar days of delivery.

  2. Provide clear photos or videos showing the defect or damage.

  3. We will evaluate and, if confirmed:

     • Offer a replacement at no extra cost, or

     • Issue a full refund including original shipping charges.

“Change of mind” returns (where the item is not defective) may be accepted if all eligibility conditions are met. Return shipping costs for change of mind returns are borne by the customer.

• Online orders may be canceled without penalty before shipment.

• Once an order has shipped, cancellation requests are treated as a return under this policy.

Products that become faulty after use and outside the return period may still be covered under the manufacturer’s warranty or product guarantee. Contact Customer Support with proof of purchase and a description of the issue.

For general inquiries: info@cougarnets.com
For sales: sales@cougarnets.com
Phone: +254 706 903 465