Refund and Returns Policy
At Roomora Enterprises, we stand behind the engineering, ergonomic standards, and structural durability of our commercial and residential furniture. This Return and Refund Policy outlines clear, fair, and transparent guidelines governing product returns, exchanges, defect remedies, and payment refunds across Kenya.
| Policy Parameter | Standard Terms & Conditions |
|---|---|
| Return Window | 30 Calendar Days from the confirmed delivery date |
| Restocking Fee | No Restocking Fee (KES 0.00) |
| Return Method | By Mail / Registered Courier or Drop-off at our Nairobi Hub |
| Product Condition Required | New, unassembled/unaltered condition with original tags, hardware, and packing materials |
| Return Shipping Fee (Defects / Incorrect Item) | Free (KES 0.00) — 100% covered by Roomora Enterprises |
| Return Shipping Fee (Customer Remorse / Change of Mind) | Actual freight cost (standard carrier shipping charges incurred by the customer) |
| Refund Processing Timeline | 2 to 5 Business Days after physical inspection and verification |
| Refund Payment Methods | Direct M-PESA transfer, Original Debit/Credit Card refund, or Bank EFT |
1. 30-Day Return Eligibility
Customers have up to 30 calendar days from the date of physical package receipt to initiate a return or exchange. To qualify for a standard return:
- The item must be unused, unsoiled, and in the same physical condition as received.
- Original hardware parts, gas cylinders, screws, allen keys, assembly guides, and packaging must be intact.
- Proof of purchase (order receipt, WooCommerce order number, proforma invoice, or KRA ETR receipt) must accompany the request.
2. Damaged, Defective, or Incorrect Goods (Zero-Cost Resolution)
Damaged in Transit or Factory Defect? If your furniture arrives with bent steel legs, punctured upholstery, malfunctioning hydraulic gas lifts, or missing hardware, Roomora covers 100% of the return freight and replacement costs.
To report an issue with your delivery:
- Inspect your order upon delivery by our fleet or third-party courier.
- Notify our dispatch desk within 48 hours of delivery via WhatsApp at +254 798 013 148 or email at info@roomoraenterprises.co.ke with your order number and clear photos/videos showing the defect or transit damage.
- Upon verification, Roomora will arrange a courier collection or dispatch a field technician to repair, replace parts, or exchange the unit at no additional charge.
3. Customer Remorse & Voluntary Exchanges
If you wish to return a chair, desk, or furniture item due to space constraints, color preference, or personal choice:
- You may request an exchange for an alternate model or a refund within the 30-day return window.
- Zero Restocking Fees: Roomora does not penalize customers with administrative or restocking surcharges.
- Return Freight: The customer is responsible for transporting the item safely back to our Nairobi distribution center or covering the return courier cost (e.g., standard KES 2,000 carrier rate).
4. Items Excluded from Returns
In line with standard commercial trade practices, the following cannot be returned under change-of-mind circumstances:
- Bespoke / Custom Contract Furniture: Specially manufactured workstations, custom-cut melamine finishes, and custom brand-upholstered sanctuary/banquet seating produced specifically under an LPO or contract specification.
- Clearance / Final Sale Stock: Items explicitly marked and sold as ex-display, factory-seconds, or clearance at the time of purchase.
- Assembled or Altered Furniture: Items showing physical user modifications, stripped screwholes, or altered frames that prevent safe re-packaging.
5. Refund Processing & Payment Timelines
Once your returned item arrives at our warehouse and passes physical inspection:
- Our team will notify you of approval or rejection via email/WhatsApp within 2 business days of receipt.
- Approved refunds are processed within 2 to 5 business days.
- M-PESA Refunds: Credited directly to your registered Safaricom mobile number within 24 hours of approval.
- Card / Bank Transfers: Dispatched to your card issuer or banking institution. Depending on your financial provider, reflected funds typically post within 3 to 7 business days.
- Initial Flat-Rate Delivery Fees: Non-refundable for change-of-mind returns, but fully refunded if the return was necessitated by our error or an irreparable defect.
6. How to Initiate a Return
Follow these 3 simple steps to submit your return request:
- Contact Support: Email returns@roomoraenterprises.co.ke or message our support WhatsApp desk at +254 798 013 148 stating your order number and reason for return.
- Receive Return Authorization: Our team will confirm the return details and provide return shipping drop-off instructions or arrange a scheduled carrier pickup.
- Dispatch / Handover: Securely repack the item in its protective box or bubble wrap to avoid scuffs during reverse transit.
Need Help With an Exchange or Return?
Our customer support team is available Monday – Saturday, 8:00 AM – 5:00 PM EAT.