At NilanHub, we value your trust and are committed to ensuring your satisfaction with every purchase. Please review our Refund & Returns Policy below:
1. Eligibility for Returns
- Items must be returned within 7 days of purchase/delivery.
- Products must be in their original condition, unused, and with all packaging, tags, and manuals intact.
- Proof of purchase (receipt or order confirmation) is required.
2. Non-Returnable Items
The following cannot be returned or refunded:
- Customized or made-to-order furniture.
- Clearance, discounted, or promotional items.
- Products damaged due to misuse, negligence, or normal wear and tear.
3. Refunds
- Approved refunds will be processed within 7–14 working days after inspection.
- Refunds will be issued via the original payment method (e.g., M-Pesa, bank transfer, or card).
- Delivery and installation fees are non-refundable.
4. Exchanges
- We allow one-time exchanges for items of equal or higher value (customer to cover any balance).
- Exchanges are subject to stock availability.
5. Damaged or Defective Products
- If you receive a defective or damaged item, kindly report within 48 hours of delivery.
- NilanHub will arrange free replacement or repair, depending on the situation.
6. Return Shipping
- Customers are responsible for the cost of returning items unless the return is due to a defect, damage, or error on our part.
- Items must be returned to the nearest NilanHub showroom (Mountain View Mall Nairobi, Kisii-Migori Highway, or Megacity Plaza Kisumu).
7. Contact Us
For any questions, returns, or refund requests, reach us via:
📞 0704 688 978
📧 support@nilanhub.com
Or visit your nearest NilanHub showroom.