Overview
At Alitosh Furniture Centre, we want you to be satisfied with your furniture purchase. Because furniture is a substantial and often made-to-order product, we carefully inspect and prepare every order before delivery.
This Refund & Returns Policy explains when a customer may request a return, repair, replacement or refund.
By placing an order with Alitosh Furniture Centre, you agree to the terms outlined below.
1. Order Cancellation
For standard furniture items, customers may request cancellation before the order has been prepared for delivery.
For custom-made, personalized or specially ordered furniture, cancellation may not be possible once production has started because the furniture is being made according to the customer’s specifications.
If you need to cancel an order, please contact us as soon as possible using the contact details provided on our website.
2. Returns
We accept returns where a product is:
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Delivered damaged.
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Defective due to a manufacturing or workmanship issue.
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Significantly different from the product that was ordered.
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Missing an important component or part due to an error on our side.
Customers should contact Alitosh Furniture Centre as soon as possible after delivery if they discover a problem with their furniture.
The furniture should be kept in the condition in which it was delivered until the matter has been reviewed.
Where appropriate, we may arrange an inspection before approving a return, repair, replacement or refund.
3. Custom-Made Furniture
Custom-made furniture is produced according to the customer’s selected design, dimensions, fabric, colour, configuration or other specifications.
Because these products are made specifically for the customer, custom-made furniture generally cannot be returned simply because the customer has changed their mind or no longer wants the product, provided that the furniture has been made according to the agreed specifications and is free from defects.
Customers should therefore confirm their:
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Design
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Dimensions
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Colour
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Fabric or material
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Configuration
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Quantity
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Other customization requirements
before production begins.
Where Alitosh Furniture Centre makes an error that differs from the specifications agreed with the customer, we will work with the customer to provide an appropriate solution.
4. Damaged or Defective Furniture
If your furniture arrives damaged or you identify a manufacturing or workmanship defect, please contact us promptly.
Depending on the nature of the problem, Alitosh Furniture Centre may provide one or more of the following solutions:
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Repair of the furniture.
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Replacement of the affected component.
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Replacement of the furniture where appropriate.
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Another reasonable remedy agreed with the customer.
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A refund where a suitable repair or replacement is not reasonably possible.
We may request photographs, videos or other information to help us assess the issue.
Damage caused after delivery through misuse, accidents, improper handling, modification or normal wear and tear may not qualify for a refund or replacement.
5. Change of Mind
For standard, non-custom furniture, a return request may be considered where the furniture has not been used or damaged and remains in substantially the same condition as when delivered.
Because furniture is bulky and may require special transportation, any approved return may be subject to inspection and applicable collection or transportation costs.
Custom-made or personalized furniture is generally not eligible for a change-of-mind return once production has started.
6. Refunds
If a refund is approved, Alitosh Furniture Centre will communicate the refund amount and method with the customer.
Refunds will normally be made using the original payment method where reasonably possible.
The time taken for the refund to appear in the customer’s account may depend on the payment provider or financial institution.
Where a customer is entitled to a refund because of an error, defect or failure on the part of Alitosh Furniture Centre, we will communicate the applicable refund arrangements directly with the customer.
7. Delivery and Inspection
Customers are encouraged to inspect their furniture when it is delivered.
Please check:
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The furniture matches your order.
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The colour and design are as expected.
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The furniture is free from visible damage.
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The quantity delivered is correct.
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Any agreed customization has been completed correctly.
If there is visible damage or an obvious issue at the time of delivery, please notify the delivery team and contact Alitosh Furniture Centre as soon as possible.
Where practical, photographs of the condition of the furniture at delivery may help us resolve a claim more quickly.
8. Items That Cannot Normally Be Returned
The following items are generally not eligible for return solely because of a change of mind:
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Custom-made furniture.
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Personalized furniture.
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Furniture manufactured to specific customer measurements.
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Furniture produced using customer-selected special materials or specifications.
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Furniture that has been used, altered or damaged after delivery.
This does not affect a customer’s rights where the furniture is defective, damaged before or during delivery, incorrectly supplied, or otherwise does not meet the agreed order.
9. Exchanges and Replacements
Where furniture is defective, damaged or incorrectly supplied, Alitosh Furniture Centre may offer a repair or replacement depending on the circumstances.
If replacement is approved, the replacement item will normally be of the same or substantially equivalent specification unless another solution is agreed with the customer.
10. Return Transportation
Where a return is approved, Alitosh Furniture Centre will communicate how the furniture will be collected or returned.
For returns caused by a defect, incorrect order fulfilment or damage that occurred before or during delivery, Alitosh Furniture Centre will determine the appropriate transportation arrangements.
For approved change-of-mind returns, any applicable collection or transportation costs will be communicated to the customer before the return is arranged.
Customers should not send large furniture items to any address without first contacting Alitosh Furniture Centre and receiving return instructions.
11. Normal Wear and Tear
Furniture naturally experiences wear through everyday use.
The following may not qualify as manufacturing defects or grounds for a refund:
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Normal wear and tear.
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Minor changes caused by regular use.
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Damage caused by misuse or accidents.
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Damage caused by improper cleaning or maintenance.
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Damage caused by unauthorized modifications.
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Damage caused by exposure to conditions unsuitable for the furniture.
Customers should follow any care and maintenance instructions provided with their furniture.
12. Promotional and Sale Items
Sale and promotional furniture may be subject to specific terms communicated at the time of purchase.
A discounted or promotional price does not remove the customer’s rights in relation to furniture that is defective, damaged, incorrectly supplied or otherwise does not meet the agreed order.
13. How to Request a Return or Refund
To request a return, repair, replacement or refund, please contact Alitosh Furniture Centre and provide:
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Your name.
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Order or receipt details.
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Date of purchase.
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Description of the issue.
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Photographs or videos where applicable.
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Any other information reasonably required to assess the request.
Our team will review the request and communicate the next steps.
14. Contact Us
If you have questions about this Refund & Returns Policy or need assistance with an order, please contact us:
Alitosh Furniture Centre
Phone / WhatsApp: +254 734 694 301
Email: Alitoshfurniturecentre@gmail.com
Opening Hours: Everyday, 8:00am – 8:00pm
We are committed to handling customer concerns fairly and working with our customers to find an appropriate solution.
