Refund & Returns Policy

Last updated: August 2025

At Quantum Office Furniture, your satisfaction is our priority. We understand that sometimes a product may not be exactly what you expected. This policy outlines our guidelines for returns, refunds, and exchanges to ensure a fair and transparent process.

1. Overview

Our Refund & Returns Policy lasts for a specified number of days from the date of purchase. If this period has passed, unfortunately, we can’t offer you a full refund or exchange. Specific timeframes apply based on the reason for return:

Damaged/Defective Items: Must be reported within 48 hours of delivery.
Incorrect Items: Must be reported within 48 hours of delivery.
Change of Mind/Unused Items: Eligible for return within 30 days of delivery.

Proof of purchase (order number, receipt) is required for all returns and exchanges.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:

Condition: The item must be New only (unused, unassembled, and in original packaging).
Original Packaging: It must be in its original packaging, including all accessories, manuals, and components.
Proof of Purchase: A valid receipt or order number is required.
Timeframe: Must be within the specified return window (48 hours for damages/incorrect items, 30 days for change of mind).

3. Non-Returnable Items

Certain types of goods are exempt from being returned:

Gift cards
Custom-made, bespoke, or specially ordered items
Items that have been assembled or installed
Items not in their original condition, are damaged, or missing parts for reasons not due to our error
Items returned more than 30 days after delivery (or 48 hours for damage/incorrect items)
Clearance or “final sale” items

4. Return Process

To initiate a return, please follow these steps:

Contact Us: Email us at sales@quantumofficefurniture.co.ke or call +254 720 524 107 within the eligible return timeframe. Provide your order number, the item(s) you wish to return, and the reason for the return. For damaged/incorrect items, include clear photographs.
Return Authorization: Our customer service team will review your request and, if approved, provide you with a Return Authorization (RA) number and instructions on how to proceed. Do not send items back without an RA number.
Packaging: Securely package the item(s) in their original packaging, ensuring all parts and accessories are included. Clearly mark the RA number on the exterior of the package.
Shipping the Return:
- For Damaged/Incorrect Items: Quantum Office Furniture will arrange for a pick-up of the item(s) at no cost to you.
- For Change of Mind Returns: You will be responsible for arranging and paying for the return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance as we cannot guarantee that we will receive your returned item.

5. Refunds

Once your returned item is received and inspected by our warehouse team, we will send you an email notification confirming receipt. We will also notify you of the approval or rejection of your refund based on the item’s condition and adherence to this policy.

Approval: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7 days. The exact time for the refund to appear in your account may vary depending on your bank or payment provider.
Partial Refunds (if applicable):
- Any item not in its original condition, is damaged, or missing parts for reasons not due to our error may be eligible for a partial refund.
- Returns due to “change of mind” where original shipping costs were free may have the actual original shipping cost deducted from the refund amount.
- A restocking fee of 15% of the product price applies for “change of mind” returns.
Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company or bank; it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us at sales@quantumofficefurniture.co.ke.

6. Exchanges

We only replace items if they are defective, damaged, or incorrect upon delivery. If you need to exchange an item for one of the same item, please contact us at sales@quantumofficefurniture.co.ke.
For exchanges due to “change of mind,” you would need to return the original item for a refund (subject to the above conditions) and then place a new order for the desired item.

7. Damaged or Incorrect Items Upon Delivery

CRITICAL: Inspect all items upon delivery BEFORE signing the delivery receipt. Any damage or discrepancy MUST be noted on the delivery manifest.

If you receive a damaged, defective, or incorrect item, you must notify us within 48 hours of delivery.
Take clear photos or videos of the damage or incorrect item, as well as the packaging.
Do not attempt to assemble or use the damaged item.
Contact us immediately with your order number and photographic evidence. We will arrange for an inspection, replacement, or refund at our discretion and cost.
Failure to report within 48 hours may void your right to a free replacement or full refund for damaged goods.

8. Cancellation Policy

Orders can be cancelled without penalty if the cancellation request is received before the item has been dispatched from our warehouse.
If an item has already been dispatched, it will be treated as a “change of mind” return, and relevant shipping and potential restocking fees will apply.
Custom or special orders cannot be cancelled once production has begun.