1. Introduction

Woodsy Palace ("we", "our", "us") is committed to ensuring your complete satisfaction with every purchase. This Refund and Returns Policy outlines the terms and conditions governing returns, refunds, and exchanges for products purchased from Woodsy Palace.

This policy is designed in compliance with the Kenyan Consumer Protection Act and reflects our commitment to fair and transparent business practices.

2. Definitions

3. Returns Eligibility

3.1 Eligible for Return

You may return products for a refund or exchange under the following circumstances:

• Manufacturing defects or faults
• Incorrect item received
• Damaged during delivery
• Change of mind (within 7 days, subject to conditions)

3.2 Not Eligible for Return

The following items cannot be returned unless defective:

• Custom-made or bespoke furniture
• Products made to specific measurements
• Items marked as "final sale" or "clearance"
• Products that have been assembled, used, or damaged by the customer
• Personalized or monogrammed items

4. Return Timeframes

5. Return Process

6. Refund Methods

6.1 Refund Processing

Refunds will be issued using the original payment method:

• Credit/Debit Cards: 7-10 business days
• Mobile Money (M-Pesa): 24-48 hours
• Bank Transfer: 3-5 business days
• Cash on Delivery: Bank transfer or mobile money

6.2 Partial Refunds

Partial refunds may be issued in the following circumstances:

• Items returned with signs of use or damage
• Missing accessories or original packaging
• Items that have been assembled or modified

7. Shipping Costs for Returns

8. Exchanges

8.1 Product Exchanges

We offer exchanges for:

• Different color of the same product
• Different size (where available)
• Alternative product of equal value

8.2 Exchange Process

Exchanges follow the same process as returns. Please note:

• Exchange items are subject to availability
• Price differences will be refunded or charged accordingly
• Exchanges may take 2-3 weeks to process

9. Warranty Claims

9.1 Manufacturer Warranty

All Woodsy Palace products come with a 1-year manufacturer warranty covering:

• Structural defects in woodwork
• Manufacturing faults in materials
• Functional issues with moving parts

9.2 Warranty Exclusions

The warranty does not cover:

• Normal wear and tear
• Damage from improper use or assembly
• Cosmetic damage from use
• Damage from accidents, misuse, or neglect
• Commercial or rental use

10. Special Conditions

10.1 Custom and Made-to-Order Items

Due to the bespoke nature of custom furniture:

• Custom orders cannot be returned or exchanged unless defective
• A 50% deposit is required to begin production
• Deposits are non-refundable once production has commenced
• Design changes after production begins may incur additional charges

10.2 Clearance and Sale Items

Items purchased during clearance sales:

• Are sold "as is"
• May have minor cosmetic imperfections
• Are not eligible for return unless fundamentally defective
• Are explicitly marked as "final sale"

11. Customer Responsibilities

11.1 Inspection Upon Delivery

You are responsible for:

• Inspecting products immediately upon delivery
• Reporting any damage within 48 hours
• Refusing delivery of visibly damaged packages
• Providing clear photos of any issues

11.2 Return Packaging

When returning items, you must:

• Use the original packaging when possible
• Include all accessories, manuals, and parts
• Securely package items to prevent damage in transit
• Include the Return Authorization Number on the package

12. Contact Information

13. Policy Changes

We reserve the right to modify this Refund and Returns Policy at any time. Changes will be effective immediately upon posting to our website. For existing purchases, the policy in effect at the time of purchase will apply.

14. Consumer Rights

This policy does not affect your statutory rights under Kenyan consumer protection laws. If you believe your consumer rights have been violated, you may contact the Kenya Consumer Protection Advisory Committee.