Delivery And Warranty Policy

Warranty Period :

Furniture Elegance products are warranted to be free from defects in materials or workmanship for 1 years from the date of purchase. You are entitled to a replacement or a refund for major fault or failure and refund for any other reasonably foreseeable loss or damage.

If a material fails to be of acceptable quality in the sole discretion of Furniture Elegance Ltd. or workmanship defect arises with regard to any of our product, and a valid claim is received within the Warranty Period, we will
(1) Repair the product using new or refurbished parts or
(2) Replace the product with a new or refurbished product if the goods.

Please note that we'll need proof such as a photo or two showing the defect/fault, which will speed up the returns/repair process for you.

Warranty Terms and Conditions :

This warranty does not apply to:
1. Normal wear and tear;
2. Damages arising from abnormal use, or abuse;
3. Products which have been modified or those that have not been maintained.
4. Any indirect or consequential loss of the product.

Warranty applies only to the original purchase. Proof of purchase is paramount and must be presented upon claim. All warranty claims will be based on return to base.The warranty expressed here are exclusive and in lieu of all warranties expressed, implied or statutory including any liability arising under any warranty of merchantability or fitness for a particular purpose.

**DISCLAIMER FOR PRODUCTS SOLD**

Except as expressly stated above Furniture Elegance Limited makes no representations or warranties both express or implied of any kind with respect to products sold. In no event shall Furniture Elegance Ltd, its employees or any representative be liable for direct, indirect, consequential or punitive damages related to any products sold.

Delivery Policy :

  • Delivery within Nairobi County and its environs shall be undertaken by Furniture Elegance Ltd. Duration of delivery is 48-72 hours from purchase.
  • For deliveries out of Nairobi, a 3rd party vendor namely Roy Parcels and G4S has been contracted to perform your delivery service. Please note all charges are to be borne by the client and FE shall not be held liable for any loss, damages or defects caused due to transportation.
  • NB. Some deliveries within Nairobi may be subcontracted in special circumstances.
  • Minimum 2 hours waiting time for own collection subject to delivery schedule.

Delivery Fee :

  • Free delivery is only subject to the sole discretion of Furniture Elegance Ltd policy.
  • Goods worth Kes 100,000 will be delivered FOC within Nairobi. For goods whose value is lower, delivery is subject to prevailing rates at the time of delivery.
  • Furniture Elegance will not be held responsible for any late delivery or failure to deliver due to circumstances beyond our reasonable control.

Delivery Checklist :

  • The Customer must ensure the delivery checklist has been duly filled and signed.
  • The checklist should be left with the respective technician or a scanned signed copy emailed to Furniture Elegance Ltd in the event the technician is not available.
  • In case of change of delivery address or instructions customer needs to advise Furniture Elegance Ltd so as to avoid any delays. If you need to postpone your delivery, please advise us at least two days in advance

Signing for Delivery :

  • Deliveries must be signed  by customer. However in the event the customer cannot receive the items, he/she may nominate someone to have received and sign for the items on behalf.

Claims :

  • At Furniture Elegance, we are committed to providing our customers with quality products and excellent service. If for any reason you are not 100% satisfied, we are here to help you.
  • Examine your order upon delivery to ensure that there are no visible signs of damaged, missing or incorrect pieces. In the event that there are missing, damaged or incorrect packages please retain the item(s), indicate the problem on the Delivery Note and contact Furniture Elegance Ltd within 48 hours of your delivery.
  • Charges incurred during claims will be met by the client.

Additional Delivery Charges :

  • There may be circumstances that require additional payment by you if the conditions mentioned have not been met. For example in the event in change of delivery address.
  • All charges will be billed to customer.

Damaged Items:

If you receive your item or items damaged kindly notify our customer care or your sales representative within 24 hours and we shall have a technician visit and inspect the damage. Should the damage not be repairable we shall replace it or else issue a credit voucher of the same value. This will not cover items damaged because of neglect, misuse, abuse or accidental damage.

Special Oders

Special orders of any kind should be confirmed before production has begun. You are required to confirm specifications because there will be NO cancelation or refunds or returns for any special orders.

Reservations

Any reservation made should be with a minimum of 30% the total value of the products. Please note any cancellation for goods reserved must be communicated in writing and in advance and shall attract a 10% surcharge of the total product price to cover any opportunity cost met from the reservation.

Cancelled Orders/Deliveries

Any cancellation for an order MUST be advised directly to the store of purchase or to the logistics department no later than 48 to 72 working hours to the scheduled delivery rate. We will NOT accept any cancellations past this time frame. Please also note cancellations are subject to a 10% deduction from the deposit or payment made for the order. Also, delivery charges will be subjected and are not refundable should the items have already been in delivery.

Wrong or Change Decisions

We know making purchase can be tasking and thus kindly choose your furniture with careful consideration when making purchase. Should you need assistance we have interior designers who can offer basic interior advise to aid in your purchase decision. Also, to note products may appear different owing to showroom lighting or owing to different monitor/screen device resolutions. You are thus advised to visit our showrooms whenever possible.We do NOT refund in instances whereby you simply have changed your mind or make wrong decisions.

Viable Exchanges or Refunds:

Exchanges and refunds can be given where goods are faulty and cannot be replaced or rectified, wrongly described or different from the sample shown to you or don’t do what they are supposed to. Please note refunds are issued via cheque and may take 3 to 10 working days to issue and reflect to your account.

 

For returns, exchanges or refunds kindly contact us via email on sales@elegance.co.ke or call us on 0702 842500.

You'll receive a confirmation email or call once your return, refund or exchange is completed.