Returns & Refund Policy

Effective date: November 17, 2025

At Deluxe Home Haven we want you to be completely satisfied with your purchase. This Returns & Refund Policy explains how returns, exchanges, and refunds are handled for items bought from our online store or physical location at Superior Arcade Centre, Accra Road, Nairobi.

1. Change of Mind (Buyer's Remorse)

If you change your mind after purchase, you may return most items within 7 days of delivery or purchase for a refund or store credit, provided the item is:

• Unused and in the original packaging (including manuals, accessories, and tags).
• In resalable condition with no signs of wear or damage.
• Returned with the original proof of purchase (receipt or order number).

Note: For online orders the 7‑day period begins on the delivery date shown on the tracking record.

2. Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged, or not what you ordered, please contact us within 48 hours of delivery. We will ask for photos/videos showing the issue and may request that the item be returned for inspection. After verification, we will offer one of the following options:

• Replacement with the same item (subject to availability).
• Full refund to the original payment method.
• Store credit equal to the purchase price.

3. How to Request a Return or Refund

1. Contact our support team by email at deluxehomehaven@gmail.com or call +254 768 744 131. Include your order number, item name, reason for return, and photos if applicable.
2. We will respond with a return authorization and instructions within 1–2 business days.
3. Pack the item securely in the original packaging and include the proof of purchase. For online returns, we will advise whether to drop off at our store or arrange a collection.
4. Once we receive and inspect the item, we will process your refund or exchange within 7 business days.

4. Shipping Costs & Who Pays

- For change-of-mind returns, the customer is responsible for return shipping unless otherwise agreed.
- For faulty, damaged, or incorrect items, Deluxe Home Haven will cover the reasonable return shipping cost or arrange collection.

5. Refund Timing & Method

Refunds will be issued using the original payment method where possible. It may take 5–14 business days for the refunded amount to appear depending on your bank or payment provider.

6. Exchanges

If you prefer an exchange (e.g., different model or colour) we will process this subject to stock availability. Any price difference will either be charged or refunded.

7. Warranty Claims

Some products include manufacturer warranties. Warranty claims are handled according to the terms of the manufacturer and may require direct contact with them. We will assist you with warranty paperwork and coordination where possible.

8. Non‑Returnable Items

The following items cannot be returned unless they are faulty:

• Consumables and perishable goods (including sealed food items).
• Open-box personal hygiene items or sealed products that cannot be resold for health reasons.
• Clearance or bespoke/custom-made items (unless faulty).

9. Partial Refunds

Partial refunds may be granted in situations where an item is returned in a condition that reduces its resale value (for example, missing accessories, damage caused by the customer, or excessive wear).

10. Cancellations

Orders can be cancelled free of charge before they are dispatched. If an order has already been dispatched, standard return terms apply.

11. Disputes & Further Assistance

If you are unhappy with our resolution, please contact us and we will work to resolve the issue quickly. For unresolved disputes, you may seek assistance from the relevant consumer protection authority in Kenya.

This policy may be updated from time to time. The latest version will always be available on our website.