Returning an Item(S)
You can initiate a return within 15 days after delivery / collection for Eligible reasons or Change of mind:
Eligible reasons – wrong, damaged, defective, incomplete, wrong-size, and counterfeit items can be returned (Ensure items are reported within the shortest time possible to facilitate an easy return process).”Change of mind”- You can return items if you change your mind but refunds will only be processed if the package seal is still intact and if the product is in no way tampered with. You can request a return if you have changed your mind about an item AND if it has not been opened except for the following items, for hygiene and security reasons: swimwear, underwear, lingerie, earrings, cosmetics, fragrances, groceries, food supplements, software, tickets, and adult products.
When returning an item, Ensure all seals, tags and accessories are left intact and item is in its original packaging.If you have created a password on the device you wish to return, please ensure it is removed, otherwise, your return will be invalid.Events and Tickets are not eligible for return.
Get your refund faster when you drop off your return at the nearest Furniture Choice Kenya drop-off station.
Your refund will be credited back to the original payment source used for the purchase.
Please note that the refund processing time may vary depending on the payment method:
- If you paid via mobile money, the refund will be issued to your mobile money account within 24 hours.
- If you paid via bank card, it may take 3-5 business days for the refund to appear in your account.
- If you paid via voucher, your refund voucher will be processed immediately and you will receive an e-mail with your voucher code.
- If you paid via jumia store credit, the refund will be credited to your Jumia account as store credit within 24 hours.
Orders delivered through Kenya Postal Service (only available Furniture Choice Kenya Delivery System, clearly indicated at checkout when selected delivery method) will ALSO not be eligible for return for change of mind.
Claims & Returns
- If the furniture product(s) delivered to your premises is faulty, please inform the showroom within 24 hours and we will arrange a technician to visit and inspect the fault or damage. If the fault or damage is irreparable, the piece will be replaced with another if in stock. If not, a credit note of a similar value will be issued. However this will not apply to the extent that fault is caused by abuse, misuse, or damage through accident or neglect.
- If purchasing a mattress, please ensure the mattress size is as per your bed size. Check the length, width and height of the mattress being purchased. Cancellation on special order mattresses will not be entertained.
- The dimensions of all our products are mentioned on our sites – https://furniturechoicekenya.com/ and ashleyfurniturehomestore.co.ke. So, please take note of these before confirming purchase of the same as we do not take back products if they do not enter the doors / lifts of your building or fit well in your homes or offices.
- Cancellations must be advised directly to the showroom of purchase no later than three (3)working days prior to the scheduled delivery date. We will not accept cancelled orders after this time.
- Cancellations are subject to 20% deduction from total cost of the product. Delivery charges will not be refunded if we attempted to deliver goods.
- Please choose carefully as we don’t normally give refunds if you simply change your mind or make the wrong decision. Exchanges and refunds can be given where goods are faulty and cannot be replaced or rectified.