Returns & Refunds Policy

Last updated: 6 October 2026

We want you to be happy with your purchase. This policy explains when you can return an item, how refunds work, and how it fits with your rights under the Consumer Protection Act, 2012, which this policy does not limit.

1. Faulty, damaged or wrong items

If an item arrives damaged, defective, incomplete, or is not what you ordered or not as described:

• tell us within 3 days of delivery (call, WhatsApp or email) with your order number and clear photos;
• we will, at your choice where reasonably possible, repair, replace or refund the item, and we cover the collection or return delivery cost;
• for made-to-measure items made wrongly by us (not to the measurements agreed), we will remake or correct them or refund you.

Your statutory rights as a consumer remain available even after this period where the law gives them to you.

2. Change of mind — ready-made products

You may return standard, ready-made products within 7 days of delivery if they are:

• unused, unwashed, unaltered and unopened or in resalable condition;
• in the original packaging with tags/labels and all parts and accessories; and
• accompanied by your order number or receipt.

For a change-of-mind return you pay the cost of sending the item back to us (we can arrange collection in Nairobi for a fee quoted in advance). We refund the price of the item; the original delivery charge is not refunded unless the return is due to our error.

3. Items that cannot be returned for change of mind

• Made-to-measure and custom items — curtains, blinds, nets and carpets cut, sewn or made to your size, fabric or colour choice;
• items that have been installed, cut, hemmed, washed or altered, or show signs of use or damage after delivery;
• consumables and hygiene-sensitive items once opened or unsealed;
• clearance or special-order items marked "final sale";
• services (measuring, installation, painting and similar) once performed — but see our workmanship warranty below.

These limits do not apply where the item is faulty or not as described (section 1).

4. Cancelling an order

• Ready-made items: you can cancel free of charge before dispatch. After dispatch, the return rules above apply.
• Custom orders: you can cancel before production starts; the deposit (50% where required) is refunded less costs already incurred for materials ordered specifically for you. Once production has started, custom orders cannot be cancelled.
• Installation bookings: please give at least 24 hours' notice to reschedule or cancel. We may charge for wasted travel if notice is not given.

5. Installation workmanship warranty

If our installation work is faulty within 6 months of completion (for example a track or rod that comes loose because of how we fitted it), contact us and we will inspect and put it right free of charge. The warranty does not cover damage from misuse, accidents, later changes by others or normal wear.

6. How to return an item

1. Contact us on +254 745 056 954, WhatsApp or info@wandosinterior.co.ke with your order number, the item and the reason (add photos for faults).
2. We will confirm whether the return is accepted and how to send it — please do not send goods back before we reply.
3. Pack the item securely. Returns can be brought to our showroom (Shop 101, Seedhouse 1st Flr, Nairobi CBD) during opening hours (Mon-Fri: 8am-6pm | Sat: 9am-5pm).

7. Refunds

• Once we receive and check the returned item (or, for faults, once we have confirmed the problem from your photos), we will tell you whether the refund is approved.
• Approved refunds are paid within 7 business days by M-Pesa or bank transfer. For Cash on Delivery orders, tell us the M-Pesa number or bank account to refund to.
• If a replacement is not possible (for example the item is out of stock), we will refund you in full instead.

8. Complaints

If you are not satisfied with how we have handled a return, write to info@wandosinterior.co.ke and we will review it. You may also contact the Competition Authority of Kenya, which handles consumer complaints.

See also our Terms & Conditions and Shipping Policy.