Returns & refunds

1. Scope of this policy

This policy applies to products purchased directly from Furstatec Furniture unless a written quotation, tender award, purchase order or other agreement contains product-specific terms. It should be read together with the Delivery Information and Terms & Conditions pages.

2. Standard return window

Eligible standard items may be returned within 7 days of delivery or collection, subject to the conditions below.

A return request should identify the order, the product being returned and the reason for return so Furstatec can confirm the next step before the product is transported back.

3. Report damage, defects or order problems promptly

Visible damage, missing items, incorrect products or delivery-related problems should be reported within 24 hours where reasonably possible. Prompt reporting helps Furstatec verify the condition at handover and resolve the issue efficiently.

If a problem could not reasonably have been identified during the initial inspection, contact Furstatec as soon as it becomes apparent. The requested reporting period does not remove a right that cannot legally be limited.

4. Condition of an eligible change-of-mind return

For an eligible return not caused by Furstatec error or product defect, the item should be returned in substantially the same condition in which it was supplied and should not show avoidable damage caused after delivery.

• Return accessories, loose components, manuals and other included parts with the product.
• Where original packaging is reasonably reusable, retain it until you are satisfied with the product.
• Products materially altered, modified, misused or damaged after delivery may not qualify for a normal change-of-mind return.

5. Made-to-order, customised and specially sourced items

Made-to-order products are non-returnable for change-of-mind purposes. This includes products produced, sourced or altered to a customer-specific size, finish, material, colour, configuration, layout or other confirmed requirement.

If a made-to-order item is damaged, defective or materially different from the confirmed specification, contact Furstatec so that the issue can be assessed separately.

6. Defective, damaged or incorrectly supplied products

If Furstatec supplied the wrong item, the item arrived damaged, or there is a verified defect attributable to the seller or manufacturer, Furstatec will assess the appropriate remedy in light of the circumstances and applicable legal rights.

• A remedy may include repair, replacement, exchange or refund depending on the nature of the issue and stock availability.
• Furstatec may request photographs, video, product labels, packaging photographs or a physical inspection before approving a remedy.
• The normal restocking fee does not apply where the return results from a verified Furstatec defect, incorrect supply or seller fault.

7. Restocking fee

A 15% restocking fee applies where relevant to eligible returns that are not caused by a Furstatec defect, incorrect supply or seller fault.

The fee reflects handling, inspection, administration and the resale impact of a returned product. Furstatec will explain whether the fee applies when confirming the return.

8. Exchanges

Exchanges are available for verified defects or seller fault, subject to stock availability and the circumstances of the order.

For a voluntary exchange not caused by seller fault, any price difference and applicable handling/transport cost will be agreed before the exchange is completed.

9. How to request a return or exchange

Contact Furstatec Furniture at sales@furstatecfurniture.co.ke or 0143 397 929 before sending a product back. Include the customer/order name, order or invoice reference where available, the product concerned, the reason for the request and photographs where relevant.

Do not send an item back through an unapproved courier without first agreeing the return route. This helps prevent loss, unnecessary transport cost and disputes about condition in transit.

10. Return transport

Where a return is caused by a verified Furstatec error, defect or incorrect supply, Furstatec will agree the appropriate collection or return arrangement. For an eligible change-of-mind return, the customer may be responsible for returning the item unless Furstatec agrees another arrangement.

The product should be protected from avoidable damage while being transported back.

11. Inspection of returned goods

A return may be inspected before a refund, exchange or credit is finalised. The inspection may consider the product condition, completeness, evidence of use or damage, accessories, packaging where relevant and whether the reported issue can be verified.

12. Refund approval and processing time

Once a refund has been approved, Furstatec processes it within 7 days. The customer’s bank or payment provider may require additional time before funds become available.

Refunds are normally completed through an appropriate agreed method. Furstatec may request account/payment information reasonably needed to complete a refund safely where the original payment method cannot be reversed automatically.

13. Delivery and assembly charges

Delivery and assembly charges are non-refundable once those services have been performed, except where a refund is required by applicable law or Furstatec expressly agrees otherwise because the relevant service was not provided as agreed.

14. Cancellation before delivery

If a customer needs to cancel a standard stocked order before dispatch, Furstatec should be contacted as soon as possible so that the business can confirm whether the order can still be stopped.

Made-to-order, customised, specially sourced or project items may not be cancellable once production, customisation, sourcing or committed procurement has started. Any specific cancellation or deposit terms in a written quotation or purchase agreement also apply.

15. Warranties and statutory rights

A manufacturer or Furstatec commercial warranty applies only where a warranty is expressly stated for the relevant product, quotation, invoice or written agreement. The absence of an express commercial warranty does not remove a right that applies under law.

Nothing in this Returns & Refunds Policy is intended to exclude, waive or reduce a consumer right or remedy that cannot lawfully be excluded. Where this policy conflicts with a mandatory legal right, the mandatory right prevails.