Our return policy is that clients are allowed to return defective items only on delivery which means that it is upto the client to inspect the items and confirm that they are in order before accepting them. All returns should be given to the rider on delivery. Additional rider fee apply where rider has to go back to client's premises to pick returns. Clients outside Nairobi ie orders sent as parcels are allowed to return items within 24 hours on receipt. Parcel clients shall inspect the items and raise any concerns on receipt.
Furniture once assembled are not returnable. Clients are given dimensions to enable them make informed decision before purchase. A client should inspect the wood or material quality before assembling and give approval to technician to assemble. Technician assembling fee apply and price depends on complexity of the furniture
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, not assembled ,with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
We do not accept returns with torn or lost packaging. We do not accept returns for items on sale, items reserved at pick up point or items picked physically by the client at the pick up point. We also do not accept returns for goods whose dimensions have been provided in the description or indicated before purchase. We do not accept returns on items which have been sprayed with perfumes and fragrances.
To start a return, you can contact us at gemhomeaccessories@gmail.com or Call or Whatsapp +254717579712 . If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at gemhomeaccessories@gmail.com or call or Whatsapp +254 717579712
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We only exchange a defective item. Goods for goods exchange only.