+254768150074đź“Ť 105 Davidus Garden Lavington
At Prime Decor Furniture, we strive to provide high-quality furniture and an excellent customer experience. This Return & Refund Policy outlines your rights and responsibilities when returning or exchanging products purchased from our store or website.
Customers may request a return or exchange within 48 hours of delivery or collection, provided that:
The following items cannot be returned:
Custom items are made specifically to customer specifications and are therefore not eligible for refunds.
If you received an incorrect or defective item, we will arrange an exchange at no additional cost. For items exchanged due to preference (e.g., color change or style change), additional transport fees may apply.
Once a return is inspected and approved, refunds may be issued in one of the following ways:
Refunds typically take 5–10 business days to process. Delivery or handling fees are non-refundable unless the return is due to our error.
Customers must inspect their items at the time of delivery. If damage is discovered upon delivery, please notify our team immediately and document it with photos.
Damage reported after 24 hours of delivery may not qualify for repair, replacement, or compensation.
Custom furniture orders require a deposit and production lead time. Since these pieces are tailored to specific customer requirements, returns or refunds are not permitted except in the case of defects.
Some furniture items include a manufacturer warranty covering structural or material defects. This warranty does not cover normal wear, misuse, improper care, or accidental damage.
Customers are responsible for returning items to our Nairobi workshop or covering transport fees. If the return is due to a fault on our side, we will cover the pickup costs.
For return or refund inquiries, please contact:
Customer care is available Monday–Saturday, 9:00am – 5:00pm (excluding public holidays).
This policy is subject to updates without prior notice. Please review periodically for changes.
