Returns & Refund Policy

Overview

At Furniture Place Kenya, we take great care in preparing and delivering your furniture in excellent condition. This policy explains how returns, exchanges, and refunds work, so you know exactly what to expect.

By placing an order with us, you agree to the terms outlined below.

Inspection on Delivery

Furniture is bulky and costly to transport, so inspecting your items when they arrive is the most important step in this process.

• When your order arrives, please inspect all items before the delivery team leaves.
• Check for visible damage, missing parts, incorrect items, or defects in materials or finish.
• If everything is in order, confirm receipt with the delivery team.
• If there is a problem, do not accept the delivery. Let the delivery team know right away and contact us before they leave.

We strongly encourage customers to take photos or a short video of the items as they are unpacked. This makes any claims process much faster.

Reporting Issues After Delivery

If an issue is only noticed after the delivery team has left:

• Contact us within 24 hours of confirmed delivery via WhatsApp, phone, or email.
• Provide your order number, a description of the issue, and clear photos or video showing the problem.
• Issues reported after 24 hours may not be eligible for a free remedy. These will be assessed on a case by case basis.

What's Covered (Eligible for Free Remedy)

We will repair, replace, or refund items affected by:

• Manufacturing defects, such as faulty stitching, frame issues, hardware faults, or finish defects present at delivery.
• Transit damage, meaning visible damage to the item caused during delivery (scratches, dents, broken parts), reported as described in the sections above.
• Incorrect items delivered, meaning the wrong product, color, size, or configuration from what was ordered.
• Missing parts or components, meaning items delivered incomplete, such as missing legs, hardware, or cushions.

For eligible claims, we will, at our discretion, do one of the following:

• Repair the item on site or at our workshop, or
• Replace the item or the affected component, or
• Provide a refund (see the Refunds section below).

What's Not Covered

The following are not eligible for a free return, replacement, or refund:

• Change of mind. Furniture is often made or sourced to order, and delivery is costly. Because of this, we cannot accept returns simply because a customer changes their mind, the item doesn't fit the intended space, or it doesn't match the decor as expected. Please measure your space carefully and review product dimensions, materials, and colors before ordering. Product images are taken under standard lighting, and actual colors may vary slightly depending on your screen and the lighting in your room.
• Custom or made to order items. Items customized to specific measurements, fabrics, colors, or configurations at the customer's request are final sale, except where the "What's Covered" section above applies.
• Normal wear and tear, such as fading, minor scratches, or wear that happens through normal use over time.
• Damage caused after delivery, including damage from misuse, improper assembly by the customer, accidents, spills, pets, or exposure to moisture or sunlight after delivery.
• Items reported after 24 hours without prior notice will be assessed case by case as described above.
• Items without proof of purchase. A valid order number or receipt is required for all claims.

Exchanges

If you would like to exchange an item for a different product, such as a different size, color, or model, before delivery has occurred, please contact us as soon as possible. We will do our best to accommodate this depending on how far your order has progressed.

Exchanges after delivery are only available for items that qualify under the "What's Covered" section above, such as defects, transit damage, incorrect items, or missing parts. Any price difference between the original and the exchanged item will be charged or refunded accordingly.

Refunds

Where a refund is approved, the following applies.

Refund method: Refunds are issued using the same payment method used for the original purchase where possible, such as an M-Pesa reversal to the originating number or a bank transfer. If the original method is not available, we will agree on an alternative method with you.

Processing time:Approved refunds are processed within 7 business days of approval. M-Pesa reversals may take additional time to reflect, depending on Safaricom's processing times.

Partial refunds: If only part of an order is affected, such as one item in a multi-item order, the refund will cover only the affected item or items, along with any associated delivery cost adjustment where applicable.

Deposits: For orders placed with a deposit and the balance paid on delivery, refund eligibility and amounts will be calculated based on the total order value and any costs already incurred, such as partial fulfillment or a delivery already dispatched.

Delivery Costs for Returns and Replacements

If a return, replacement, or exchange is due to our error or an issue covered under "What's Covered" above, we will cover all associated delivery and collection costs.

If a return or exchange is requested for a reason not covered under this policy, but we agree to accommodate it as a goodwill gesture, the customer will be responsible for collection and re-delivery costs.

Cancellations

Orders may be cancelled before dispatch for a full refund, less any non-refundable deposit on custom or made to order items, where applicable.

Once an order has been dispatched for delivery, it cannot be cancelled. If there is an issue with the delivered item, the "What's Covered," "What's Not Covered," and "Refunds" sections above will apply instead.

For made to order or custom items, cancellation after production has begun may not be eligible for a full refund. We will let you know about any non-refundable amount at the time of order if this applies.

How to Start a Claim

To report an issue or request a return, exchange, or refund, please follow these steps:

1. Contact us via WhatsApp or phone for the fastest response, with your order number and a description of the issue.
2. Include clear photos or video of the item and the issue.
3. Our team will review your claim and respond with next steps, typically within 1 to 2 business days.

Contact details are available on our About page and in the website footer.

Changes to This Policy

We may update this policy from time to time to reflect changes in our processes or legal requirements. The version posted on this page at the time of your order will apply to that order.

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