We are committed to the safety of our customers and employees as we navigate COVID-19. Therefore, we are temporarily pausing return pickups of large items in areas outside Nairobi. If you have any questions on whether your area has limited returns, please contact our Customer Service team.
We want you to feel like every item is the perfect match for your home. If it’s not the right fit, we’ll help you get it sorted and have you on your way.
You can return most items for a refund or store credit within 30 days of delivery. Return shipping costs apply, and the item must be in its original condition and packaging to be accepted.
There are a few items that can’t be returned:
Bundled items at discounted rates, e.g. “3 for $250” (unless the entire bundle is returned)
Items marked “Non-Returnable” on the sale page
Items you have already assembled
However, if your item is damaged or defective, these exceptions do not apply. In this case, we’ll take care of it and work with you to find the best solution.
To start a return, visit My Orders. For step-by-step instructions, read our Returns and Exchanges article.
You can choose to receive store credit for your return, or have the original payment method refunded. Any associated return shipping costs will be deducted from the refund amount. More details can be found in Refunds.
Modified Return Policies
Our return policy is slightly different for some products and special-occasion purchases:
Bed Return Policy
Every bed comes with a 100-night free trial. If you’re not in love with it after 100 nights, you can arrange a free return or exchange it for a different one. The return or exchange option only applies once per order.
Large Furniture Return Policy
You can return a large product mostly furniture within 30 days of delivery as long as it has not yet been used and is returned in the original packaging. In rare cases, you might have to pay the manufacturer’s restocking fee.
Before using the appliance, please double check the following when it arrives:
Scan the packaging for damage.
Make sure the product name and model number match your order confirmation.
Remove the packaging and inspect the product.
If you receive the wrong item or it arrives damaged, don’t accept the delivery. Tell your delivery representative(s) and contact us so we can arrange for a replacement. Once you have started using the product, it cannot be returned.
Extended Holiday Return Policy
For all items purchased between November 1 and December 31, the deadline to return them is extended until January 31.
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