Return and Refund Policy
Clear, Fair Returns for Survey and Measurement Equipment
We stand behind every product we sell. This policy sets out the conditions under which equipment may be returned, how refunds are processed and any applicable fees.
Measurement Systems Limited is headquartered in Kenya and operates through subsidiaries in Uganda, Rwanda and Malawi, supporting customers across the region under one coordinated group standard.
Return Windows
14 DAYS
Sealed / Unused Equipment
Equipment returned in original, unopened manufacturer packaging within 14 days of delivery is eligible for a full refund less a 10% restocking fee. All accessories, manuals and packaging materials must be included.
30 DAYS
Defective Equipment
Equipment found to have a manufacturing defect within 30 days of delivery is eligible for a full refund or replacement at no additional cost. No restocking fee applies. Evidence of defect (photos or video) required with return request.
NON-RETURNABLE
Custom-Ordered Equipment
Equipment ordered to custom specifications — including specific firmware versions, language packs, non-standard accessories or equipment sourced on special order from a manufacturer — is non-returnable except in the case of manufacturing defect.
Return Process (RMA)
- Email sales@measurementsystems.org with your order number, reason for return and supporting photos or video where applicable.
- Our team will review your request within 2 business days and issue a Return Merchandise Authorisation (RMA) number if approved.
- Pack the equipment securely in its original case and ship it to our Nairobi facility. Insure the shipment — we are not responsible for damage in transit on customer-initiated returns.
- On receipt, our engineers inspect the equipment within 3 business days.
- Refund processed within 10 business days of inspection sign-off — returned to the original payment method (bank transfer or mobile money).
Restocking Fee
A 10% restocking fee applies to non-defective returns. This covers inspection, repackaging, firmware reset and preparation for resale. The fee is deducted from the refund amount. No restocking fee is charged for defective returns.
Return Shipping Costs
- Defective returns: Measurement Systems Limited covers return shipping costs within Kenya, Uganda, Rwanda and Malawi.
- Non-defective returns: Customer is responsible for return shipping costs.
- International returns: Customer is responsible for all customs and shipping costs on international returns.
Email sales@measurementsystems.org — include your order number and description of the issue.