Returns & Refunds Policy

1. Introduction

At Nairobi Office Hub, we want every purchase to be the right one. This policy applies to products purchased from our website or showroom and explains the return window, acceptable condition, return method, fees, and refund timing.

2. Return Window and Eligibility

We accept eligible returns within 14 calendar days of delivery or showroom collection. This includes general returns such as a change of mind, as well as an incorrect, damaged, or defective item, subject to the conditions below and without limiting your rights under Kenyan law.

To qualify, a product must be new and unused:

• It has never been used after delivery or collection.
• It is in its original condition, with all parts, accessories, manuals, labels, and packaging supplied with it.
• It has not been damaged, modified, incorrectly assembled, or installed after delivery.
• You provide the order confirmation, receipt, or other proof of purchase.

Products that show use, damage after delivery, missing parts, or modification cannot be accepted as a general return. We will separately honour any rights that apply to a product supplied damaged, defective, or materially different from the order.

3. Return Method

Returns are accepted in store only at:

Nairobi Office Hub
Red Commercial Complex, Cabanas, Mombasa Road, 1st Floor, Wing A, Nairobi 00100, Kenya

We do not accept returns by mail or at third-party drop-off locations. Contact us before travelling so the team can confirm the order details and arrange the in-store inspection. Bring the item and proof of purchase to the showroom within the 14-day return window.

4. Return Fees

There is no restocking fee and no return-handling charge for an eligible item brought to our showroom. The original delivery charge is refunded when the return is caused by our error, including a wrong, damaged, or defective item. For other eligible returns, the original delivery charge is non-refundable.

5. Inspection and Refunds

We inspect every returned product at the showroom and tell you whether the return is approved. For an approved return:

• The product price and any applicable refundable charge are returned to the original payment method.
• We process the refund within 7 days after the return is inspected and approved.
• Your bank or payment provider may take additional time to display the funds after we process them.

If the item does not meet the published return conditions, it remains yours and can be collected from the showroom.

6. Damaged, Defective, or Incorrect Items

If an item arrives damaged, defective, incomplete, or different from what you ordered, contact us promptly and within the 14-day return window. Send your order number and clear photographs where possible. We will inspect the item and provide an appropriate repair, replacement, or refund at no additional return-handling cost.

7. Exchanges

An exchange is handled as the return of the original eligible item and a new order for the replacement. Any price difference is confirmed before the replacement order is completed.

8. How to Start a Return

Contact us within 14 days so we can confirm your order and arrange the in-store return:

• Phone / WhatsApp: +254 792 957097
• In person: Nairobi Office Hub Showroom, Red Commercial Complex, Cabanas, Mombasa Road, 1st Floor, Wing A, Nairobi 00100, Kenya

Please have your order number, reason for return, and proof of purchase ready.