Refund policy

RETURN & EXCHANGE POLICY

At Carey Collections, we carefully inspect our products before dispatch. Please read our policy before placing your order.

Defective or Damaged Items

- Nairobi deliveries: Customers must inspect the item and confirm it is in good condition before accepting the delivery.

- Upcountry deliveries: Customers have 24 hours from the time of receiving the parcel to report any defective or damaged item and send it back within 2 days.

- Any issue must be reported to us immediately within the applicable period.

- Once an item has been accepted and confirmed to be in good condition, it cannot be returned due to defects that were not reported within the stated period.

Furniture

- Assembled furniture cannot be returned or exchanged.

- Product dimensions are provided before purchase. Customers are responsible for confirming that the furniture will fit their intended space.

- Assembly is optional and attracts a technician fee, depending on the complexity of the furniture.

Return Conditions

To qualify for an approved return, the item must:

- Be unused and in the same condition as received.

- Be in its original packaging.

- Have tags attached, where applicable.

- Be accompanied by proof of purchase.

Items returned without prior approval will not be accepted.

Non-Returnable Items

We do not accept returns for:

  • Used bath and bedding accessories.
  • - Used or opened personal-care products.
  • Custom or personalized orders.
  •  Perishable goods.
  • Hazardous or flammable products.
  • Sale items.
  • Gift cards
  •  Items that have been used, assembled, damaged, altered, or are no longer in their original condition.

Exchanges & Refunds

We do not offer cash refunds.

We only exchange approved defective items on a goods-for-goods basis.

For non-defective items, customers are encouraged to confirm the size, colour, dimensions, specifications and suitability before making a purchase.

How to Report an Issue

To report a defective, damaged, or incorrect item, contact us on WhatsApp: 0715 042 439 within the applicable reporting period.

Please provide your order details, proof of purchase, and clear photos/videos of the issue where applicable.

Items sent back without contacting us and receiving approval first will not be accepted.

For any questions regarding our Return & Exchange Policy, please contact Carey Collections on WhatsApp: 0715 042 439.