Refund & Returns Policy
We want every furniture order to be clear, fair and properly handled. Review the conditions for returns, exchanges, refunds and damaged or incorrect deliveries before starting a request.
Overview
At Furniture Hub Kenya, customer satisfaction is important to us. If your order arrives damaged, incorrect, or does not meet the agreed purchase details, contact us as soon as possible so the team can review the issue.
Our return and refund window is 15 days from the date of delivery. Requests made after this period may not qualify for a return, refund or exchange.
Eligibility for a return
To qualify for a return, the product must meet the following conditions:
- The item must be unused, unassembled and in the same condition received.
- The item must be returned with original packaging and accessories, where applicable.
- You must provide a receipt, order confirmation or proof of purchase.
- The return request must be submitted within the 15-day return window.
Items that cannot be returned
Some furniture items are not eligible for return unless they are defective, damaged during delivery, or supplied incorrectly.
- Customized, special-order or made-to-order furniture.
- Clearance, discounted or final-sale items clearly marked as final sale.
- Items damaged by customer handling, misuse, assembly errors or poor storage.
- Gift cards, promotional vouchers or non-product service charges.
Damaged, defective or incorrect items
If your order arrives damaged, defective or different from what was confirmed, contact Furniture Hub Kenya within 48 hours of delivery. Include clear photos, your order details and a short description of the issue.
Once reviewed, we may arrange an exchange, repair, replacement part, refund, or another reasonable solution depending on the product and issue.
Refunds, exchanges and processing time
Once a returned item is received and inspected, we will notify you whether the return has been approved. If approved, refunds are processed to the original payment method where possible.
- Approved refunds may take 5–10 business days, depending on the payment provider.
- Exchanges depend on stock availability at the time of review.
- Delivery or service charges may not be refundable unless the issue was caused by Furniture Hub Kenya.
Return shipping and collection
Customers are responsible for return transport unless the item was delivered damaged, defective or incorrect. For large furniture items, contact us first so we can advise on the safest return or collection process.
We recommend using a reliable transport option and protecting the item properly during return transit.
How to start a return request
Use the process below to help the team review your request faster.
Contact for returns
To start a return, refund or exchange request, contact Furniture Hub Kenya with your order details and reason for the request.
- Email: sales@furniturehubkenya.co.ke
- Phone / WhatsApp: +254 111 625751
- Location: Mombasa Road, Behind Vision Plaza, Nairobi
Have an issue with a furniture order?
Contact Furniture Hub Kenya before returning any item. The team will review your order, product condition and delivery details, then advise the correct next step.