Return, Refund & Warranty Policy

Effective Date: August 12, 2026

Business Name: The Furniture Guys Nairobi (TFG Nairobi)

Operations & Returns Hub: Noble Park, Unique Estate, Store Z6, Nairobi, Kenya

1. Overview & General Policy

At The Furniture Guys Nairobi (TFG Nairobi), we take pride in delivering high-quality home, commercial office, and outdoor furniture solutions across Kenya. If you are not completely satisfied with your retail purchase or encounter a structural issue, we are here to assist with exchanges, warranty coverage, and returns through our central fulfillment hub.

2. Retail Order Return & Exchange Window

For standard retail items purchased online or in-store:

7-Day Eligibility Period: Unused retail items may be returned or exchanged within 7 calendar days from the date of delivery or collection.
Condition Criteria: Returned products must be:
- In brand-new, unused, and resellable condition.
- In their original packaging with all documentation, hardware, and accessories included.
- Unassembled (items that have already been fully built or modified post-delivery are not eligible for standard returns unless covered under warranty).
Proof of Purchase: A copy of your original ETR receipt, invoice, or online order confirmation is required for all claims.

3. Commercial B2B & Custom/Bulk Orders

To maintain strict quality standards for commercial clients, special conditions apply to B2B procurement and tailored fit-outs:

Custom & Modular Furniture: Custom-manufactured items, bespoke upholstery choices, modified spatial configurations, and imported bulk B2B orders are non-refundable once production or dispatch from our supplier commences.
Order Cancellation Window: Corporate B2B order cancellations are only accepted within 24 hours of invoice issuance and before factory production/assembly begins.
Inspection Upon Delivery: Corporate clients are required to inspect all items alongside our assembly/delivery team upon setup. Any missing parts or cosmetic damage must be noted on the official Delivery Note.

4. Physical Processing at Our Fulfillment Hub

All physical returns, product inspections, and warranty claims are centralized at our operations center to ensure fast turnaround times.

Fulfillment Center Address: Noble Park, Unique Estate, Store Z6, Nairobi, Kenya
Drop-off & Inspection Hours: Monday – Saturday: 8:00 AM – 6:00 PM EAT. Sunday: Open for scheduled logistics processing & returns handling.
Transport Costs: Customers are responsible for delivery/shipping costs associated with returning eligible retail items to Store Z6 unless the return is due to a manufacturing defect or dispatch error on our part.

5. Structural Warranty Coverage

We stand behind the craftsmanship of our executive and corporate line furniture:

Commercial Seating & Desking: Premium ergonomic mesh chairs, executive desks, and heavy-duty frame series carry a 12-to-36-month structural warranty (covering gas-lift mechanisms, base frames, and tilt sync mechanisms).
Warranty Exclusions: Warranty coverage does not extend to normal wear and tear, fabric/upholstery staining post-delivery, improper assembly performed by unauthorized third parties, or deliberate misuse exceeding specified weight capacities.

6. Refund Process & Method

Once your item arrives at Noble Park, Store Z6, our technical team will inspect the product within 24–48 hours.

Approved Refunds: If approved, refunds are processed back to the original payment channel (M-Pesa Business, Bank Transfer, or Card payment) within 3–5 business days.
Restocking Fee: A standard 10% restocking/handling fee may apply to non-defective retail returns to cover repackaging and inventory processing.

7. How to Initiate a Return or Claim

To initiate a claim, please reach out to our support desk before shipping items back to our hub:

📞 Primary Support Line / WhatsApp: +254 114 125 620
📞 Secondary Line / WhatsApp: +254 717 396 553
✉️ Corporate Email: thefurnitureguysnairobi@gmail.com
📍 Physical Claims Center: Noble Park, Unique Estate, Store Z6, Nairobi