Policy

Returns & Refunds

Last updated: January 2026

We understand that sometimes a piece isn’t quite right. This policy outlines our guidelines for returns, refunds, and exchanges — designed to be fair, transparent, and simple to follow.

At a glance

Your satisfaction is our priority. If a piece isn’t right, we want to make it right. Here are the key numbers:

Days to return

From delivery

Return methods

In-store, drop-off, mail

Days to refund

Business days

Restocking fee

15%

Change-of-mind only

The restocking fee applies only to change-of-mind returns. There is no fee for defective items or our mistakes.

Return methods

Three convenient ways to return your purchase:

In-store return

Visit our showroom Monday–Saturday
Bring the item, receipt, and original packaging
Instant inspection and approval on the spot

Drop-off

Same location as in-store
Leave the item with our staff
Receive a confirmation receipt
Track status via email or phone

Return by mail / courier

Contact us to obtain an RMA number
Package securely with original materials
Include the receipt and RMA number inside
Processed within 7 days of receipt

Return shipping is paid by the customer unless the item is defective or the error is ours.

Eligibility criteria

To be eligible for a return, your item must meet all of the following conditions:

Condition — unused, unopened, in original condition with all tags and labels attached.
Packaging — original packaging, with all accessories, manuals, and packaging materials.
Proof of purchase — receipt, order confirmation, or order number.
Return window — within 30 days of delivery for change of mind, or 48 hours for defective items.

Restocking fee

15% restocking fee

A fee of 15% of the product price applies to change-of-mind returns of non-defective items.

Applies when

Customer changes mind after purchase
Wrong size or colour ordered by customer
Item doesn’t fit the customer’s space
Preference or style change

Waived when

Item is defective or damaged
Wrong item shipped (our error)
Item damaged during shipping
Manufacturer defect discovered

Example calculation

Product price: KES 10,000
Restocking fee (15%): − KES 1,500
Your refund: KES 8,500

Exchanges

Exchanges follow the same eligibility criteria as returns and must be initiated within 30 days of delivery.

Same-item exchange

Different size or colour of the same product.

· No restocking fee
· Free if same value
· Subject to availability
· 7–14 business days

Different-item exchange

Swap for a different product entirely.

· Price difference applies
· Customer pays shipping if applicable
· Subject to availability
· 7–14 business days

How to request an exchange

01Contact customer service via phone, email, or WhatsApp.
02Provide your order number and item details.
03Specify the item you wish to exchange for.
04Return the original item using any of our return methods.
05We process your exchange upon receiving and inspecting the item.

Step-by-step return process

01
Contact us
Initiate your return via phone, email, or WhatsApp. Provide your order number and reason for return.
02
Receive RMA number
We provide a Return Merchandise Authorization (RMA) number and instructions for your chosen return method.
03
Prepare your package
Package the item securely in its original packaging. Include all accessories, manuals, and the RMA number inside.
04
Return the item
Bring it in, drop it off, or ship it to our return address. Keep tracking information if shipping.
05
Inspection & approval
We inspect within 1–2 business days of receipt. You receive an email notification of approval or any issues.
06
Refund processing
Once approved, refunds are processed to your original payment method within 7 business days. Your bank may take an additional 3–5 days to reflect the credit.

Defective or damaged items

Report within 48 hours

Inspect all items carefully upon delivery before signing the delivery receipt. Any damage or defects must be reported within 48 hours of delivery.

Note the damage on the delivery manifest before signing.
Take clear photos or videos of the damage.
Do not assemble damaged items.
Contact us immediately.

For defective items

· No restocking fee
· Full refund or free replacement
· Free pickup for items over KES 20,000
· Priority processing in 24–48 hours
· Your choice of refund or replacement

Required documentation

· Clear photos of the defect, multiple angles
· Video showing the defect (if applicable)
· Photo of the delivery manifest with notes
· Original receipt or order confirmation

Non-returnable items

The following are not eligible for return or refund:

Custom-made or bespoke furniture
Clearance items marked “final sale”
Assembled or installed items
Gift cards
Items damaged by the customer
Returns requested after the 30-day window

Refund timeline & process

Total processing time

Once we receive and inspect your return, refunds are processed to your original payment method within 7 business days. Your bank or payment provider may take an additional 3–5 business days to reflect the credit.

Approved refunds

· Email confirmation of approval
· Refund processed within 7 business days
· Credited to original payment method
· Deduction of restocking fee (if applicable)

Partial refunds

May be issued for:

· Items with obvious signs of use
· Items missing accessories or parts
· Damaged packaging (not during transit)
· Returns with applicable restocking fee

Need help with a return?

Our customer service team is here to help. Reach us during business hours:

Phone: +254701073756
Email: [email protected]
Showroom: Kikuyu, Mombasa Road, Imara Daima, Embakasi South, Nairobi, Kenya
Business hours: Monday – Saturday, 7:30 AM – 6:00 PM

Questions?

We’re here to help.

Reach out on WhatsApp or email — we typically respond within the hour during business hours.