Returns & Refunds

1. Overview

This policy applies to products bought from OfficePoint Kenya through the website or another confirmed OfficePoint sales channel. It sits alongside any rights that a consumer has under Kenyan law; nothing here removes a right that cannot lawfully be limited.

Contact OfficePoint before returning furniture. Large items require safe transport and an agreed receiving point.

2. Eligible standard-item returns

You may request a return of an eligible standard, non-custom item within 7 calendar days after delivery. A change-of-mind return normally requires the item to be:

• unused, unassembled and in resaleable condition;
• complete with its original parts, accessories and manuals;
• protected by the original packaging where it was supplied; and
• supported by a receipt, order number or other proof of purchase.

OfficePoint will inspect the item before approving an exchange, credit or refund. No restocking fee is charged for an approved eligible return. Return transport and original delivery charges are handled separately as explained below.

3. Damaged, defective, missing or incorrect items

Report visible damage, missing parts, a manufacturing fault or an incorrect item within 48 hours after delivery. Include the order reference, a clear description and photographs or video showing the product, packaging and issue.

After review, OfficePoint may arrange a repair, replacement part, exchange, collection, refund or another appropriate remedy. The available remedy depends on the fault, product and applicable consumer law.

4. Items not returnable for change of mind

The following are generally not accepted for a change-of-mind return:

• customised, made-to-order or specially sourced furniture;
• items already assembled, installed, altered or used;
• items damaged through misuse, poor storage, incorrect assembly or customer transport;
• incomplete items or items without essential packaging where this prevents safe return or resale; and
• services already completed with the customer’s agreement.

These exclusions do not apply where the product is faulty, misdescribed, supplied incorrectly or another non-excludable legal right applies.

5. Order cancellations

Contact OfficePoint promptly if you need to cancel. A standard stocked order can usually be cancelled before dispatch, subject to any payment or transaction costs already incurred.

A made-to-order, customised or specially sourced order may not be cancellable after materials have been ordered or production has started. Any deposit treatment should be stated in the quotation or order confirmation. Rights applying to a qualifying remote consumer agreement remain subject to Kenyan law.

6. Return transport

Every return must be approved before it is moved. OfficePoint will provide the agreed drop-off or receiving location and any handling instructions. Do not take furniture to an unconfirmed shop, office, warehouse or courier point.

For an approved change-of-mind return, the customer normally pays the transport to the approved drop-off location and is responsible for protecting the furniture in transit. If OfficePoint confirms that the product was damaged on delivery, defective or supplied incorrectly, OfficePoint will arrange or reimburse reasonable return transport as agreed. Large or fragile furniture may require an arranged collection instead of customer drop-off.

7. Refunds and exchanges

OfficePoint will notify you after the returned item is received and inspected. An approved refund is processed within 7 days after receipt and inspection. The refund is made through the original payment method where practical, or another agreed method. A bank or payment provider may take additional time to display funds after OfficePoint releases them.

OfficePoint does not charge a restocking fee for an approved eligible return. Original delivery, assembly or installation charges are not normally refunded for a change-of-mind return. They will be reviewed where the return results from OfficePoint supplying a damaged, defective or incorrect item.

Exchanges are accepted for eligible returns, depend on stock availability, and require any price difference to be settled before dispatch.

8. How to start a request

1. Contact OfficePoint within the applicable period.
2. Provide the order number, product name and reason for the request.
3. Send photographs or video where the item is damaged, defective or incorrect.
4. Wait for return, collection or inspection instructions.
5. Keep the product protected until the request is resolved.