Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we unfortunately cannot offer you a full refund or exchange.

To be eligible for a return, your furniture item must be:

  • Unused and in the same condition that you received it.
  • In the original packaging (wherever possible).
  • Disassembled (if the item was delivered flat-packed, it must be returned in its original state to qualify for a full refund).

Non-Returnable Items

The following items cannot be returned:

  • Gift cards.
  • Custom-made, bespoke, or upholstered items made to specific customer dimensions.
  • Clearance items or “As-Is” floor models.

Proof of Purchase

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer; all returns must be coordinated directly through Genice Furniture.

Partial Refunds

There are certain situations where only partial refunds are granted:

  • Items with obvious signs of use, wear, or assembly damage.
  • Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery.

Refunds

Once your return is received at our Mombasa Road warehouse and inspected, we will notify you via email regarding the approval or rejection of your refund.

If approved, your refund will be processed and a credit will be applied to your original method of payment (Bank Transfer, M-Pesa, or Credit Card) within 7 business days.

Late or Missing Refunds

  1. Check your bank account or mobile money statement again.
  2. Contact your payment provider; it may take time before your refund is officially posted.
  3. If you’ve done this and still have not received your refund, please contact us at info@genicefurniture.co.ke.

Sale Items

Only regular-priced items may be refunded. Sale items are considered final sale and cannot be refunded unless they arrive defective.

Exchanges

We only replace items if they are defective or damaged upon delivery. If you need to exchange an item for the same model, please email us at info@genicefurniture.co.ke or visit our showroom on Mombasa Road, Nairobi.

Shipping & Logistics

To return your product, you should deliver it to our showroom/warehouse at:

Genice Furniture, Mombasa Road, Nairobi.

  • Shipping Costs: You will be responsible for paying your own shipping costs for returning your item. Initial delivery fees and return shipping costs are non-refundable.
  • Deductions: If you receive a refund, the cost of return shipping (if handled by our team) will be deducted from your total.
  • High-Value Items: For expensive office or home sets, we recommend using a trackable shipping service. We cannot guarantee receipt of your returned item until it is signed for at our facility.

Need Help?

For any questions related to refunds and returns, please reach out to us:

Location: Mombasa Road, Nairobi

Email: info@genicefurniture.co.ke