Returns & Refund Policy

Returns & Refund Policy

Last updated: 12 August 2026

At Furniture by Waweru, we aim to provide quality furniture, lighting and décor products that meet the specifications and expectations of our customers. If you have an issue with your order, please contact us as soon as possible so we can assess the matter and provide an appropriate solution.

1. Standard Orders

For standard, non-custom products, customers may request a return by contacting us within 7 days of receiving the order.

Returned items must:

  • Be unused and in their original condition

  • Be free from damage, stains or alterations

  • Include all relevant accessories and components

  • Be accompanied by proof of purchase

Returns are subject to inspection and approval by Furniture by Waweru.

To request a return, provide your order number, details of the issue and, where applicable, photographs of the product.

2. Return Delivery Costs

Where a return is requested because the customer has changed their mind or ordered the wrong item, the customer is responsible for the applicable return delivery costs.

Where the product is confirmed to be faulty, damaged before delivery, or incorrectly supplied by Furniture by Waweru, we will cover the reasonable cost of resolving the issue.

3. Non-Returnable Items

The following products are generally not eligible for return unless they are faulty, damaged or incorrectly supplied:

  • Custom-designed furniture

  • Made-to-order furniture

  • Products manufactured to the customer's specified dimensions

  • Products with customer-selected materials, finishes or modifications

  • Items that have been assembled, modified or altered by the customer

  • Items damaged through misuse, neglect or improper installation/care

For custom and made-to-order products, please refer to our Custom Order Policy.

4. Faulty, Incorrect or Damaged Items

If your order arrives damaged, defective or different from what you ordered, please contact us within 48 hours of delivery.

Where possible, provide:

  • Your order number

  • Clear photographs of the product

  • Photographs of the packaging where relevant

  • A brief description of the issue

We will assess the issue and, where appropriate, arrange for a repair, replacement, exchange or refund.

For furniture and other large items, we may arrange an inspection before approving a return or replacement.

5. Refunds

Once a return or refund has been approved, the applicable refund will normally be processed within 7–14 business days.

Refunds will generally be made using the original payment method where technically possible.

For payments made through M-Pesa or other payment methods where a direct reversal is not available, we may request the necessary payment details to process the refund.

Any refund amount will depend on the circumstances of the return and the terms applicable to the order.

6. Exchanges and Repairs

Where appropriate, Furniture by Waweru may offer a repair or replacement instead of a refund, particularly where the issue can reasonably be corrected.

For custom or made-to-order furniture, repair or correction may be the preferred resolution where the product can be brought into conformity with the agreed specifications.

7. Change-of-Mind Returns

Change-of-mind returns are subject to the return conditions above.

Furniture that has been used, assembled, modified or damaged after delivery may not qualify for a change-of-mind return.

Due to the size and nature of furniture products, additional delivery or collection costs may apply.

8. Custom & Made-to-Order Products

Because custom furniture is manufactured according to the customer's specifications, custom and made-to-order products are generally non-returnable due to change of mind.

Before production begins, customers should carefully confirm:

  • Dimensions

  • Materials

  • Colours

  • Finishes

  • Design details

  • Quantity

  • Other agreed specifications

If a custom product is faulty, damaged or does not substantially conform to the agreed specifications, please contact us so that we can assess and resolve the issue.

9. Order Cancellation

If you need to cancel an order, contact us as soon as possible.

Cancellation requests for standard products may be accepted before dispatch, subject to the circumstances of the order.

For custom or made-to-order furniture, cancellation may not be possible once production has commenced. Any applicable refund will depend on the stage of production and costs already incurred.

10. How to Request a Return or Refund

Contact Furniture by Waweru through our Contact page or WhatsApp and provide:

  • Full name

  • Order number

  • Product name

  • Date of purchase

  • Reason for the request

  • Photographs where relevant

We will review your request and provide instructions on the next steps.

11. Contact Us

For returns, refunds, damaged products or order-related questions, please contact us through our Contact page or WhatsApp.

Furniture by Waweru

This policy may be updated from time to time. The version applicable to an order will generally be the policy in effect at the time the order was placed.