Every Spindrop box is assembled with care and inspected before dispatch. We source drill bits and attachments from reputable manufacturers and conduct quality checks at our fulfilment stage to minimise the possibility of defective or incorrect items reaching our subscribers. Despite these measures, we recognise that issues can occasionally arise in transit or as a result of manufacturing faults that were not detectable prior to use. This Return Policy sets out the circumstances under which Spindrop will accept a return or offer a remedy, the process for initiating a return, and the timelines and conditions that apply. We aim to handle all return requests fairly, promptly, and with as little friction as possible for the subscriber.
Returns are accepted in the following circumstances: the item received was visibly damaged on arrival; the item delivered does not match the product or specification described in your subscription profile or confirmed order; the item has a verifiable manufacturing defect that is present from the point of first use under normal operating conditions; or the shipment was incomplete, with items listed on the packing slip absent from the box. Returns are not accepted for items that have been used extensively and then found to fall short of expectations due to natural wear, for items that were damaged as a result of use on incompatible materials or machinery, or for change-of-mind requests after the product has been opened and removed from its original packaging.
All return requests must be initiated within 14 calendar days of the confirmed delivery date of your shipment. The delivery date is determined by the tracking confirmation issued by our courier partner at the time of handover to the recipient. Requests submitted after this 14-day window will not be eligible for a return or replacement under this policy, regardless of the nature of the issue. We encourage subscribers to inspect the contents of each box upon receipt and to contact us promptly if any problem is identified. In the case of a manufacturing defect that only becomes apparent during use, the 14-day window begins from the date of delivery, not the date the defect was discovered.
To begin a return, contact our support team by phone using the number listed on this site. You will be asked to provide your subscriber account details, the relevant order or dispatch reference, a description of the issue, and where applicable a brief description of the condition of the item. Once we have verified your account and the eligibility of the claim, we will issue a return authorisation and provide instructions for sending the item back. Returns submitted without a return authorisation number will not be processed. We reserve the right to request photographic evidence of damaged or defective items before authorising a return, in which case we will advise you of this requirement during the initial call.
For returns arising from our error — including incorrect items, missing items, or damage caused during transit — Spindrop will cover the cost of return shipping by arranging collection through one of our courier partners. You will not be required to pay any shipping fees in these cases. For returns arising from manufacturing defects that become apparent upon first use, we will assess each case individually and confirm the return shipping arrangement when the authorisation is issued. Returns that fall outside our accepted eligibility criteria but are submitted by the subscriber are the subscriber's responsibility to ship and insure. Spindrop is not liable for items lost or damaged in transit on their way back to our fulfilment centre.
Upon receipt and inspection of a returned item, Spindrop will process the approved remedy within 7 working days. Where a replacement is available and preferred by the subscriber, we will dispatch the equivalent item in the next available shipment window at no additional charge. Where a direct replacement is not available due to stock constraints, we will offer either a comparable substitute item of equal or greater value, or a credit applied to your Spindrop account to offset the cost of a future box. Cash refunds to the original payment method are offered at our discretion and are typically reserved for situations where the subscription is being cancelled in conjunction with the return claim and no future credit can be applied.
Certain items included in Spindrop boxes are not eligible for return under any circumstances. These include consumable accessories such as lubricants, cleaning tools, or protective coatings where the seal has been broken. Items that have been used, resharpened, or modified in any way after delivery are also not returnable. Printed reference cards, storage pouches, and organiser accessories are not returnable once the box has been opened, unless there is a clear defect in the item that renders it entirely unusable for its intended purpose. If you are uncertain whether a particular item in your box qualifies for return, contact our team by phone before attempting to return it to avoid unnecessary delays in processing your request.
Spindrop monitors return activity across subscriber accounts to ensure that this policy is not being used in ways that undermine the sustainability of our service. Accounts that display an unusual frequency of return requests relative to their order history may be subject to additional verification steps before future return authorisations are issued. In cases where Spindrop has reasonable grounds to believe that return claims are being made dishonestly or in bad faith, we reserve the right to decline the claim, suspend the subscription, and in serious cases pursue appropriate remedies under Kenyan consumer and commercial law. The vast majority of our subscribers never encounter this provision, but we include it in the interest of transparency.
This Return Policy may be revised from time to time to reflect changes in our fulfilment operations, product range, or regulatory environment. Any changes will be published on this page with an updated effective date. Active subscribers will be notified of material changes by phone. The version of this policy in effect at the time of your shipment dispatch date governs any return claim arising from that shipment. For general questions about returns, eligibility, or the process described above, our support team is available by telephone during standard business hours, Monday to Friday, and is always happy to talk through your situation directly.