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Returns & Refund Policy

At Crest Furniture, we prioritize customer's satisfaction more than anything else.

1. Return Window

We offer a 14-day return period for all standard, non-customized items (such as pre-built shoe racks or standard TV stands) from the date of delivery.

2. Custom & Bespoke Items

Please Note: Items that are custom-made, personalized, or built to specific dimensions (Bespoke Orders) are not eligible for return or exchange unless they arrive damaged or defective. Once a custom order enters the fabrication stage, it cannot be cancelled.

3. Conditions for Return

To be eligible for a return, your item must be:

In the same condition that you received it.
Unused and free from any signs of wear or assembly.
In its original packaging (where applicable).
Accompanied by the original receipt or proof of purchase.

4. Damaged or Defective Goods

If your furniture arrives damaged or has a structural defect, please notify us within 48 hours of delivery.

Please take clear photos of the damage and send them to our WhatsApp or email.
We will arrange for a technician to inspect the item.
If the defect is verified, we will offer a repair, a replacement, or a full refund at no extra cost to you.

5. Refund Process

Once your return is received and inspected:

We will notify you of the approval or rejection of your refund.
Approved refunds are processed within 7-10 business days.
Refunds will be issued to the original payment method (M-Pesa, Bank Transfer, or Card).

6. Return Shipping

Customer Responsibility: For non-defective returns, the customer is responsible for the cost of transporting the item back to our workshop.
Our Responsibility: If the return is due to a defect or our error, Crest Furnitures will cover all pickup and transport costs.

At Crest Furnitures, we take immense pride in our craftsmanship. Because many of our pieces are handcrafted to order in our workshops, we have established the following policy to ensure fairness and clarity for our customers across Kenya

Frequently asked questions

1. "How do I know the wood won't warp or crack after a few months?"

Most "cheap" furniture in Kenya is made from unseasoned, "wet" wood that shrinks as soon as it hits your living room. That’s a scam. At Crest, we only use A-grade timber that has been seasoned for a minimum of 6 months. This process is expensive and slow, but it’s the reason why our mahogany beds and tables stay rock-solid for decades. We don't just build furniture; we build heirlooms.

2. "Is this real wood or just 'MDF' with a sticker on it?"

If you want "throwaway" furniture, there are plenty of places for that. Crest is different. We specialize in both solid hardwoods, solid premium veneers and MDFs but we always indicate what material is used. When you touch a Crest TV stand, you feel the grain, the weight, and the soul of the timber. We are craftsmen, not assemblers.

3. "I’ve been burned by online sellers before. How do I know you’re real?"

We get it—the internet can be a wild place. That’s why we invite you to see the sawdust. Our current workshop is located in Eldoret and a Nairobi one is upcoming, our doors are open. You can see your piece being joined, sanded, and polished by local Kenyan artisans. Not in Nairobi? Check our 5-star Google reviews from customers in Kisumu, Nakuru, Mombasa, and beyond who trusted us and got exactly what they dreamed of.

4. "How long will I have to wait for my order?"

Because we don’t mass-produce "junk" in a factory, quality takes time. A bespoke piece typically takes 2 to 4 weeks from the first cut to the final polish. We will send you WhatsApp updates of the progress so you can see your furniture coming to life. Real quality is worth the wait.

5. "Do you deliver outside of Nairobi?"

Yes. We have a dedicated logistics network that handles heavy furniture with care. Whether you are in Eldoret, Nakuru, or Kisumu, we ensure your piece arrives in showroom condition. We don't just "drop and go"—we ensure it’s placed exactly where you want it. An option that is in all deliveries.

6. "How do I pay? Is it safe?"

We prioritize your security. We accept M-Pesa, Cash and Bank Transfers, providing you with a formal electronic receipt immediately. For custom orders, we require a deposit to start fabrication, with the balance due upon completion. No hidden fees, no "surprises."