Return & Refund Policy

1. Inspection Before Acceptance

We recommend that you:

• Inspect items upon delivery before signing the delivery note
• Check for correct quantity, model, and color
• Examine items for visible damage, scratches, or defects
• Note any discrepancies on the delivery receipt immediately
• Take photos of any damage as evidence

Important: Once you sign the delivery note without noting issues, processing claims for damaged goods becomes difficult.

2. Returns – What Qualifies

Eligible for Return:

• Wrong Product Delivered: If we deliver a different item than what you ordered
• Damaged in Transit: Items damaged during delivery (report within 24 hours)
• Manufacturing Defects: Defects discovered before assembly or use
• Quantity Errors: If we deliver more or fewer items than ordered

NOT Eligible for Return:

• Items that have been assembled and used
• Items damaged after delivery (customer handling or storage)
• Items purchased on clearance or marked "final sale"
• Minor color or material variations within acceptable range
• Wrong quantities ordered by the customer
• Change of mind after delivery
• Items that don't fit your space (measure before ordering)

3. Return Process

To initiate a return:

1. Contact Us Immediately: Within 24 hours for damage claims, or within 7 days for other issues
2. Provide Details: Order number, photos of the issue, description of the problem
3. Await Confirmation: Our team reviews and approves or declines the request
4. Return Arrangement: If approved, we arrange pickup or advise on return delivery
5. Inspection: Returned items are inspected before processing refund or exchange

Return Conditions:

• Items must be unassembled and in original packaging
• Items must be in resaleable condition
• Return must be authorized by our customer service team

4. Refunds

Refund Eligibility:

• Refunds are processed only for approved returns
• Order cancellations before dispatch: Full refund
• Wrong product or damaged goods: Full refund or replacement

Refund Method:

• Refunds are processed via original payment method (M-Pesa or bank transfer)
• Processing time: 3-7 business days after return approval
• M-Pesa refunds are typically faster than bank transfers

Partial Refunds:

Partial refunds may apply when:

• Only part of the order is returned
• Items are returned in less than perfect condition
• Return is due to customer error (restocking fee may apply)

5. Exchanges

We offer exchanges subject to:

• Stock availability of replacement product
• Return of original items in resaleable condition
• Price difference payment (if exchanging for higher-value item)
• Refund of difference (if exchanging for lower-value item)

6. Order Cancellations

Before Dispatch:

• Cancel for a full refund
• Contact us immediately to request cancellation
• Cancellation is only possible before order leaves our warehouse

After Dispatch:

• Cancellation is not possible once items are in transit
• You may refuse delivery (return shipping costs may apply)
• Standard return policy applies

7. Special Orders

For special orders (items ordered specifically for you):

• Deposits are non-refundable
• Cancellation after order may result in deposit forfeiture
• Returns are generally not accepted for special orders

8. Damaged Items – How to Report

If items are damaged upon delivery:

1. Do NOT sign the delivery note as "received in good condition"
2. Note "DAMAGED" on the delivery receipt with details
3. Take clear photos of the damage
4. Contact us within 24 hours via phone or WhatsApp
5. Do not dispose of damaged items until claim is processed

9. Warranty Issues

For warranty claims (defects after use):

• Contact us with your order details and description of the issue
• Send photos or videos showing the problem
• Warranty claims are processed through the manufacturer
• We help coordinate warranty repairs or replacements

10. Contact Us for Returns

For return requests or questions:

• Phone: +254 704 043466
• WhatsApp: Chat with us
• Email: info@officechairsmarket.co.ke

Have your order number and photos ready when contacting us.