Returns & refunds

This Returns & refunds policy applies to new products purchased from Recline Haven Interiors through our website, WhatsApp, showroom, or direct sales team unless a separate written agreement applies.

• Country: Kenya.
• Returns accepted: Defective and non-defective products.
• Exchanges accepted: Yes.
• Product condition: New products only.
• Return window: 14 days from delivery or collection.
• Return method: In store / return handling point.
• Restocking fee: No cost.
• Refund processing time: 7 days after return approval.

We accept returns for both defective and non-defective products, provided the return request is made within the 14-day return window and the product meets the conditions in this policy. A defective product is one that has a confirmed fault, damage, missing part, or functional issue not caused by customer misuse. A non-defective product is one the customer no longer wants, ordered incorrectly, cannot fit into the intended space, or wishes to exchange for another available item.

This return policy applies to new products only. Products must be returned with all parts, accessories, cushions, remotes, manuals, labels, and proof of purchase where supplied. Non-defective returns should be unused, clean, and in a condition suitable for inspection and resale. Defective returns will be assessed based on the reported issue and the condition in which the product is received.

Customers may request a return within 14 days from the date the product is delivered or collected. Day 1 is the day after delivery or collection. If the 14th day falls on a Sunday or public holiday, contact us before the end of the next business day. Return requests made after the 14-day window may be declined unless required by applicable law or covered by a separate warranty issue.

To start a return, contact us by email at sales@reclinehaveninteriors.com, by phone or WhatsApp at +254 757 381257, or through the contact page. Provide your order number, full name, phone number, product name, delivery date, reason for return, and photos where the return involves damage, defect, incorrect item, colour concern, or access issue.

Returns are handled through our store or return handling point at Kenroid Warehouses, Imara Daima, Nairobi, Kenya, unless our team provides a different written instruction for a specific order. Contact us before bringing or sending back an item so we can open a return record, confirm what must be included, and schedule inspection.

Because our Merchant Center return method is in store, the customer should return the item to the confirmed return handling point unless our team agrees another arrangement in writing. For defective, damaged, or incorrect items caused by our error, contact us first so we can assess the issue and advise whether collection, exchange delivery, repair, or another resolution is appropriate.

We do not charge a restocking fee for approved returns under this policy. If a return is approved, the refund calculation will not include a restocking deduction. This does not prevent us from declining a return where the product is outside the policy, damaged after delivery by customer handling, missing major parts, or otherwise not eligible under the stated conditions.

We accept exchanges within the same 14-day return window. Exchanges depend on availability of the requested replacement product, price difference, delivery arrangements, and inspection of the returned item. If the replacement item costs more, the customer must pay the difference before dispatch. If it costs less and the return is approved, the difference may be refunded or credited as agreed in writing.

After a return is received, inspected, and approved, refunds are processed within 7 days. The time it takes for money to reflect in the customer's account may also depend on the bank, card provider, mobile money provider, or payment processor. We will use the available order contact details if we need additional information to complete the refund.

Where possible, refunds are made to the original payment method or to a verified payment method belonging to the customer who placed the order. We may request confirmation of payment details before refunding. We do not refund to unrelated third-party accounts unless there is a clear written reason and our team approves it for security purposes.

For approved returns, the refund amount is based on the amount paid for the returned product and any refundable charges approved for that return. The standard delivery fee of KSh 2,000 is refundable when the full order is returned because of our error, wrong item, or confirmed delivery damage. For customer-choice non-defective returns where delivery was completed correctly, delivery fees already incurred may not be refundable unless our team confirms otherwise in writing.

If you believe a product is defective, contact us within the return window with clear photos or videos showing the issue. We may inspect the product, request additional details, or arrange an appropriate remedy. Depending on the issue, we may offer repair, replacement, exchange, return, or refund. Damage caused by misuse, unauthorised repair, commercial misuse, incorrect assembly by third parties, exposure to water, burns, cuts, stains, pests, or abnormal force may be declined after inspection.

If you receive the wrong item, wrong quantity, or missing part, contact us within 48 hours of delivery where possible. Include your order number and photos of the delivered product. If the issue is confirmed, we will correct it through replacement, delivery of the missing part, exchange, return, refund, or another suitable solution.

For non-defective returns, the product should be unused, clean, undamaged, and returned with included parts and proof of purchase. Examples include ordering the wrong size, changing your mind, choosing a different colour, or discovering the product does not fit your room. Customers should contact us before returning the item so we can confirm return instructions and avoid damage during return transport.

A return may be declined if the request is outside the 14-day return window, the product is not in returnable condition, proof of purchase cannot be verified, the product is damaged after delivery by customer handling, important parts are missing, the item has been altered, or the issue is caused by misuse rather than a product fault. If a return is declined after inspection, we will explain the reason using the contact details supplied with the order.

Returned products are inspected before a refund or exchange is approved. Inspection may check product identity, serial or SKU where applicable, fabric condition, reclining mechanism, frame condition, stains, tears, missing accessories, signs of use, and whether the reported issue matches the product condition. Inspection helps us treat defective and non-defective returns consistently.

Customers should return products safely packed or otherwise protected from damage during transport. If original packaging is available, use it. If packaging is no longer available, use reasonable protective materials so fabric, leather-look surfaces, corners, mechanisms, and legs are not damaged in transit to the return point.

If you want to cancel an order before dispatch, contact us as soon as possible. If the order has not been dispatched and no special-order commitment has been made, we will cancel and refund any paid amount according to the payment method used. If dispatch has already started, the order may need to be handled as a return after delivery or return to the handling point.

We keep order, return, exchange, inspection, and refund records for business, accounting, security, fraud prevention, and customer support purposes. Return information may include photos, messages, inspection notes, payment references, and refund confirmation details.