Return & Refund Policy

Overview

At FADI Home Industry, every piece is selected and prepared with care. This Return & Refund Policy explains your rights and our process when an item is not as expected. By purchasing from us you agree to the terms below. This policy is provided in addition to, and does not limit, your rights under the Consumer Protection Act, 2012 of Kenya.

1. Shipping & Delivery

We ship and deliver within Kenya only. We do not deliver to addresses outside Kenya.

• Nairobi County: Free delivery on qualifying orders; any delivery fee for smaller orders is confirmed on your quotation.
• Other counties: You may arrange a courier or parcel service of your choice. We securely package your order and assist with dispatch.

2. Refunds

We do not offer cash refunds on completed purchases. Where an item qualifies under this policy, we offer an exchange for another product of equal value, subject to the conditions set out below.

3. Exchanges

After purchase you may choose another product of equal value in place of your original item. Any exchange request must be made before the day of delivery, or before delivery commences. Once our team has begun delivering your item, it can no longer be exchanged for a different product.

To qualify for an exchange:

• The product is a standard catalogue item — customized, made-to-order, or bespoke products cannot be exchanged;
• The request is made before the day of delivery, or before delivery begins — not during or after delivery;
• The product is unused, in its original condition, and shows no signs of use; and
• The product has not been tampered with, altered, or damaged after it left our care.

Where the replacement item is of higher value, the difference is payable before delivery. Exchanges are subject to stock and product availability.

Please note: Inspecting and confirming the condition of your item at delivery (see Section 4) is a separate process and does not entitle you to exchange it for a different product at that time.

4. Confirming Your Order at Delivery

You must inspect your item and confirm that its condition is acceptable at the point of delivery, before signing off our delivery team. Your signature confirms that the goods were received in good and acceptable condition.

Once you have signed off the delivery, the item is deemed accepted as delivered, and complaints about visible condition or handling cannot be entertained afterwards.

5. Returns

We do not accept returns, except in one circumstance:

• The product was damaged while our team was handling or delivering it.

In that case, the damage must be identified and reported at the time of delivery, before you sign off (see Section 4). We will repair, replace, or exchange the affected item at our discretion.

6. Reporting a Complaint

All product complaints must be reported on the same day of delivery. Complaints received after the day of delivery cannot be processed under this policy.

To report an issue, contact us immediately using any of the channels below:

• Phone: +254 716 634 444
• WhatsApp: +254 716 634 444
• Email: [email protected]
• Address: Karibu Square, 2nd Floor, Kilimani, Nairobi, Kenya

Please have your order/enquiry reference and, where possible, photographs of the item ready.

7. Warranty & Guarantee

• Furniture: FADI does not offer a warranty on furniture products.
• Ally Mattress brand: Selected Ally mattresses carry a manufacturer's guarantee of 7 years or 10 years, depending on the model. The applicable guarantee period and its terms are confirmed at the point of sale. The guarantee covers manufacturing defects under normal domestic use and does not cover wear and tear, misuse, or damage caused after delivery.

8. How an Approved Exchange Works

1. Request your exchange before the day of delivery, or before delivery commences, using the channels in Section 6.
2. Our team confirms the item meets the conditions in Section 3.
3. We confirm an available replacement product of equal value (any price difference is payable before delivery).
4. We prepare and deliver the replacement product.

9. Contact Us

For any questions about this policy, contact FADI — Home Industry:

• Email: [email protected]
• Phone: +254 716 634 444
• Address: Karibu Square, 2nd Floor, Kilimani, Nairobi, Kenya