Refund and Returns Policy

At Tabasamu Spaces Ltd, we prioritize customer satisfaction and aim to provide a clear, fair, and transparent process for returns, exchanges, refunds, and delivery. This policy outlines the applicable conditions, timelines, delivery charges, and procedures.

1. Return Period

All return or exchange requests must be submitted within 48 hours of receiving the product.

Requests submitted after the 48-hour period may not qualify for a return, exchange, or refund.

2. Conditions for Eligible Returns

For an item to qualify for a return or exchange:

  • The product must be unused.
  • The product must be in its original packaging, including tags, labels, and accessories where applicable.
  • The product must be clean, undamaged, and in resalable condition.
  • The product must match the order delivered, including the correct item, size, colour, and specification.
  • Items damaged during delivery may be returned if the damage is reported immediately and supported with clear photo or video evidence.

Items that do not meet these conditions may not qualify for a return, exchange, or refund.

3. Eligible Items

The following ready-made products are eligible for return or exchange, subject to the conditions above:

  • Ready-made décor products
  • Flooring
  • Curtains
  • Blinds
  • Wallpapers
  • Carpets
  • Décor accessories
  • Other related ready-made items

Non-Returnable Items

The following items are not eligible for return or refund:

  • Customized, made-to-order, or tailor-made products
  • Special project items
  • Products that have been installed, altered, or used after delivery

4. Refunds and Exchanges

Customers may request a refund or exchange for an eligible item within the 48-hour return period.

  • Refunds are processed within 7 days after the returned product has been received and inspected.
  • Exchanges are subject to stock availability.
  • Where applicable, an exchange for an item of higher value may require payment of the price difference.
  • Returned items must pass inspection before a refund or exchange is approved.

5. Delivery Charges

Delivery charges depend on the delivery location, delivery method, weight, size, and nature of the item.

Standard Delivery Rates

The following standard delivery rates apply to goods weighing up to 3 kg:

  • Nairobi pickup point/agent: KES 250
  • Nairobi door-to-door delivery: KES 600
  • Outside Nairobi via courier: From KES 1,000
  • Outside Nairobi via parcel service: From KES 600

Items Above 3 kg or Bulky/Oversized Items

For goods weighing more than 3 kg or for bulky/oversized items, delivery charges will be quoted separately on a case-by-case basis.

The applicable delivery charge will depend on:

  • Item weight
  • Item size
  • Destination
  • Delivery method
  • Courier or transport requirements

Delivery charges are non-refundable.

6. Return Delivery Charges

Customers are responsible for returning eligible items safely and within the applicable return period.

Where a return is approved, the customer may be responsible for the cost of returning the product unless otherwise agreed by Tabasamu Spaces Ltd.

Items should be returned in appropriate packaging to prevent damage during transportation.

7. Delivery Timelines

  • Same-day delivery is available within Nairobi for eligible ready-made items, subject to order confirmation, stock availability, and delivery arrangements.
  • Deliveries outside Nairobi typically take up to 3 days, depending on the courier or parcel service and destination.
  • Delivery timelines may vary for bulky, oversized, customized, or project-related items.

8. Site Visits for Projects

For large, customized, or installation-based projects, site visits can be arranged to assess the space and recommend suitable products and solutions.

Site visit scheduling depends on the project requirements, location, and team availability.

9. How to Initiate a Return, Exchange, or Refund

To request a return, exchange, or refund, contact us within 48 hours of receiving your order:

Tel: +254 140 145 142
Email: sales@tabasamuspaces.co.ke

Please provide:

  • Your order number
  • Product/item details
  • Reason for the return
  • Photos or videos where the item was damaged during delivery

Our team will review the request and provide the appropriate return instructions.

10. Important Notes

  • Products returned after 48 hours may not qualify for a refund or exchange.
  • Items damaged through misuse, improper handling, installation, alteration, or use will not be accepted.
  • All returns are subject to inspection and approval upon receipt.
  • Delivery charges are non-refundable.
  • Refunds are processed within 7 days after inspection and approval of the returned product.
  • Delivery charges for items weighing more than 3 kg or bulky/oversized products will be quoted separately.
  • Same-day delivery within Nairobi applies to eligible ready-made items and is subject to availability and order confirmation.

Contact Us

Tabasamu Spaces Ltd
Benjoe House, Tsavo Road, Nairobi
Tel: +254 140 145 142
Email: sales@tabasamuspaces.co.ke

Last Updated: 24 September 2026

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