At Eco Home Furniture, we are dedicated to providing high-quality furniture that meets the needs and expectations of our customers. We take every step to ensure that the products delivered are in excellent condition. However, we recognize that there may be situations where you need to return or exchange a product.
This policy outlines the conditions, procedures, and timeframes under which returns, refunds, and exchanges will be processed. Please read this policy carefully before making a return request.
1. Proof of Purchase
- All items being returned must be accompanied by valid proof of purchase, either an official invoice or delivery note issued by Eco Home Furniture.
- Proof of purchase helps us verify the order details and ensures that your request is handled promptly.
2. Return Period & Eligibility
- Return Window: You may return faulty or defective items within 1–7 days from the date of delivery.
- Condition: All returned products must be in their original packaging, unused, and in the same condition in which they were delivered.
- Custom Orders: Products that are custom-made, personalized, or modified to customer specifications are not eligible for return or refund.
- Inspection Requirement: All returns are subject to inspection and must meet our acceptance criteria (outlined in section 4).
3. Warranty Policy
- Eco Home Furniture provides a 6-month limited warranty against industrial/manufacturing defects for items purchased directly from us and delivered using our official personnel or vehicles.
- The warranty does not cover:
- Damage caused by third-party handling (e.g., independent movers).
- Misuse, neglect, improper care, or intentional damage by the customer.
- Natural wear and tear of materials over time.
- Warranty claims must be supported with proof of purchase and, where possible, photographs of the defect.
4. Conditions for Acceptance of Returns
A product will be considered eligible for return if it meets one or more of the following conditions:
- The product is damaged, broken, or defective upon delivery.
- The item is delivered with missing parts or accessories.
- The item is not as described in terms of specifications, features, or functionality.
- The product appears inauthentic or counterfeit.
- The wrong item, model, size, or colour was delivered.
Note: Products that show signs of use, assembly, or alteration will not qualify for return unless proven to be defective under warranty.
5. Non-Returnable & Non-Refundable Items
Certain categories of items cannot be returned or refunded:
- Custom-made or personalized furniture designed specifically for the customer.
- Items returned after the 7-day return period.
- Items damaged as a result of customer misuse, poor handling, or third-party transportation.
- Items without original packaging, or with missing manuals/accessories.
6. Refunds & Exchanges
- Refund Process:
- Refunds will only be issued after a full inspection and approval of the returned item.
- Refunds will be processed using the same payment method used during purchase.
- Please allow a reasonable processing time for refunds to reflect, depending on the payment provider.
- Exchanges:
- In cases where the wrong product, size, or colour was delivered, we will replace the item with the correct one at no extra cost.
- For desks, tables, or other furniture items, if the size does not fit as expected, we allow exchanges; however, the original purchase amount is non-refundable.
- Exchanges are subject to stock availability.
- Partial Refunds:
- If an item is returned with missing parts or accessories but is otherwise eligible for a return, Eco Home Furniture reserves the right to issue a partial refund.
7. Return Procedure
To initiate a return or refund request:
- Contact Us: Email us at sales@ecohomefurniture.co.ke or call us at +254 715 237121 within the return period.
- Provide Details: Include your order number, proof of purchase, and a description (with photos if possible) of the issue.
- Approval & Collection: Our team will review your request and, if approved, arrange for collection of the item or advise you on the return process.
- Inspection: Once the item is received, it will undergo a quality inspection.
- Refund/Exchange: If approved, we will process the refund or exchange in line with the terms of this policy.
8. Our Commitment
Eco Home Furniture strives to handle all return and refund requests with fairness, efficiency, and transparency. We value your trust and will do our best to resolve any issues promptly while ensuring our policy guidelines are met.
