1. Returns & Exchanges Eligibility
We want you to love your Furniture Flair purchase. If you're not completely satisfied, we offer both returns and exchanges under the following conditions:
Unopened, unused items in original packaging with all original tags and labels attached.
Manufacturing defects must be reported within 14 days of delivery. Please provide clear photographic evidence of the defect for a return or exchange.
The following items are not eligible for return or exchange: custom orders, assembled furniture, clearance items, and items marked as non-returnable or non-exchangeable.
2. Return & Exchange Process
To initiate a return or exchange, please follow these steps:
Request Authorization: Email our customer service team at [email protected] within the eligible return/exchange window.
Provide Proof: In your email, please include your order number, clear photographs of the item(s) you wish to return or exchange, and a detailed reason for the request (including the desired exchange item if applicable).
Approval & Instructions: Our team will review your request and respond within 2 business days with further instructions, including a Return Merchandise Authorization (RMA) number if your request is approved.
Return Shipment: Unless the item is defective or we made an error, you will be responsible for the return shipping costs. For exchanges, you may also be responsible for the shipping cost of the new item. Please ensure the item is securely packaged to prevent damage during transit. We recommend using a trackable shipping service.
3. Refund Policy
Once your return is received and inspected, we will process your refund according to the following guidelines:
Standard Refunds
- Refunds will be processed within 10 business days after we receive and inspect the returned item.
- The refund will be issued to your original payment method.
- Original shipping fees are non-refundable unless the item was defective or we made an error in your order.
Store Credit
- As an alternative to a standard refund, you may opt for store credit worth 110% of the original purchase price (excluding original shipping fees).
- Store credit will be issued once the return is processed and will be valid for 12 months from the date of issue.
Please note that it may take 7-10 business days for the refund to reflect in your account, depending on your bank or payment provider.
4. Exchange Policy
If you wish to exchange an eligible item, please note the following:
- Exchanges are subject to product availability. If the desired exchange item is out of stock, we will process a refund or offer store credit instead.
- If the exchanged item is of a higher value, you will be required to pay the difference. If it's of a lower value, you may receive a partial refund or store credit for the difference, depending on our policy.
- We will process the exchange and ship the new item once the returned item is received and inspected.
5. Special Conditions
Large Furniture
We are pleased to inform you that we do **not** charge a restocking fee for returns or exchanges of large furniture items.
Damaged Items
If your order arrives damaged, please report it to us within 24 hours of delivery with clear photographic evidence of the damage to the packaging and the item(s) for a return or exchange.
Wrong Items
If you receive the wrong item(s), please contact us immediately. We will arrange for a return and cover the return shipping costs, and we will ship the correct item(s) to you as soon as possible, subject to availability.
Need Help?
If you have any questions regarding our Returns, Refunds & Exchange Policy, please contact us:
Returns/Exchanges Email: [email protected]
Phone Support: 0713 590510 (Monday - Friday, 8:30 AM - 5:30 PM EAT)
Physical Returns/Exchanges (by appointment only): Behind Imaara Daima Mall, Nairobi, Kenya