Refund and Returns Policy

Effective Date: October 2025
Business Name: Elegant Households
Website: eleganthouseholds.co.ke
Location: 00100 Ronald Ngala Street, Nairobi, Kenya
Phone: +254 798 188993

🛍️ Our Commitment

At Elegant Households, customer satisfaction is at the heart of everything we do.
If you’re not completely happy with your purchase, we’re here to help you with an easy return or exchange — provided the item meets our return conditions.

1️⃣ Eligibility for Returns

To be eligible for a return:

  • The item must be unused, in its original packaging, and in the same condition as when you received it.
  • Returns must be initiated within 7 days of delivery.
  • You must provide a receipt or proof of purchase.

Certain items cannot be returned for hygiene or safety reasons (e.g. opened kitchen appliances, bedding, or personal care items).

2️⃣ Non-Returnable Items

We do not accept returns for:

  • Items purchased on sale or clearance
  • Products damaged due to misuse, mishandling, or normal wear and tear
  • Custom or special-order items
  • Opened or used household appliances

3️⃣ Return Process

  1. Contact our customer support at +254 798 188993 or info@eleganthouseholds.co.ke to request a return.
  2. Provide your order number, product details, and reason for return.
  3. Our team will confirm eligibility and share the return address or pickup options.
  4. Once we receive and inspect the item, we’ll notify you of the approval or rejection of your return.

4️⃣ Refunds

  • Approved refunds will be processed within 3–7 business days.
  • Refunds are made using your original payment method (e.g. M-Pesa, card, or cash if applicable).
  • Shipping fees and delivery costs are non-refundable.
  • If the return is due to our error (e.g. wrong or defective item), we’ll cover the return shipping cost.

5️⃣ Exchanges

We can replace defective or damaged items with the same or similar product if available.
Contact us within 48 hours of delivery for quick assistance.

6️⃣ Late or Missing Refunds

If you haven’t received your refund after 7 business days:

  • First, check your M-Pesa or bank statement.
  • Then contact your bank or provider (it may take some time before your refund is officially posted).
  • If the issue persists, reach out to us at +254 798 188993.

⚠️ Important Notice

  • Always record unboxing videos or take clear photos when receiving items. This helps us verify and resolve any issues faster.
  • Items returned without prior approval may not be accepted or refunded.

📞 Contact Us

If you have any questions about our Returns & Refund Policy, please reach out:
📍 Elegant Households
00100 Ronald Ngala Street, Nairobi, Kenya
📞 +254 798 188993
🌐 eleganthouseholds.co.ke
📧 info@eleganthouseholds.co.ke