Refund policy
Last Updated: July 2026
At EmmyPes Furnitures, we are committed to providing quality furniture and excellent customer service. We want you to be satisfied with your purchase. This Refund & Returns Policy explains when products can be returned, how to request a return, and how refunds and exchanges are handled.
Returns Eligibility
Customers may request a return within 5 days of receiving their order, provided the item:
Is unused and in its original condition.
Has not been assembled, installed, or modified.
Is in its original packaging where applicable.
Has not been damaged through misuse, negligence, or improper handling.
Is not a custom-made or made-to-order item unless it arrives damaged or defective.
Eligible general returns may be accepted even when the product is not defective, provided the above conditions are met.
Non-Returnable Items
The following items are generally not eligible for return or refund unless they arrive damaged or defective:
Custom-made or made-to-order furniture once production has begun.
Furniture that has been assembled, installed, modified, or used.
Clearance or sale items clearly marked as non-refundable.
Products damaged due to misuse, negligence, accidents, or improper handling by the customer.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive an incorrect product, please contact us within 24 hours of delivery.
To help us resolve the issue quickly, please provide:
Your order number.
Clear photos of the product.
Photos of the packaging, where applicable.
A brief description of the issue.
After reviewing the information, EmmyPes Furnitures may arrange a replacement, repair, or refund, depending on the nature of the issue and the circumstances.
For damaged, defective, or incorrectly supplied products caused by EmmyPes Furnitures, we will arrange or cover the applicable return or collection costs.
How to Request a Return
To request a return, contact EmmyPes Furnitures by email or phone using the details provided below.
Once your request is reviewed and approved, we will provide instructions on how the item should be returned.
Depending on the product, location, and reason for return, the item may be:
Collected by EmmyPes Furnitures; or
Returned to a designated EmmyPes Furnitures location.
Customers should not send an item back without first contacting us and receiving return instructions.
Return Shipping Costs
Return shipping or collection costs are handled as follows:
Damaged, defective, or incorrect items: EmmyPes Furnitures will arrange or cover the applicable return or collection costs.
General returns: The customer may be responsible for the cost of returning the item.
Any applicable return costs will be communicated to the customer before the return is arranged.
Delivery charges from the original order are generally non-refundable unless the return is due to an error by EmmyPes Furnitures, a defective product, or another circumstance for which EmmyPes Furnitures is responsible.
Inspection of Returned Items
All returned products are inspected upon arrival.
A refund or exchange will only be approved after confirming that the returned product meets the eligibility requirements outlined in this policy.
If a returned product does not meet the requirements, we will contact the customer regarding the outcome.
Refund Process
Once the returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved:
Refunds will be issued using the original payment method where reasonably possible.
Refunds are generally processed within 7–14 business days after approval.
The time it takes for the funds to appear in your account may vary depending on your bank or payment provider.
Where applicable, approved refund amounts may exclude non-refundable delivery charges or return costs that are the customer's responsibility.
Exchanges
Eligible products may be exchanged for another product of equal value, subject to availability.
If the replacement product costs more, the customer will be required to pay the difference.
If the replacement product costs less, the difference may be refunded where applicable.
Order Cancellations
Orders may be cancelled before they have been dispatched or entered production.
For custom-made or made-to-order furniture, cancellation may not be possible once production has begun.
If an order has already been dispatched, the cancellation may instead be handled as a return, subject to the terms of this policy.
Custom-Made Furniture
Custom-made or made-to-order furniture is produced according to the customer's specifications and is generally non-returnable once production has begun, unless the item arrives damaged, defective, or materially different from what was ordered.
Contact Us
If you have questions about this Refund & Returns Policy or would like to request a return, please contact us:
EmmyPes Furnitures
Rubis Utawala, Along Eastern Bypass, Nairobi, Kenya
Email: info@emmypesfurnitures.com
Phone: +254 743 149 259 | +254 712 008 516
Business Hours: Mon-Sun 8:00AM – 8:00PM