Mr Office Kenya Refunds and Returns Policy

Last Updated: November 05, 2025.

At Mr Office Kenya, we want to ensure you're completely satisfied with your office furniture and related products. This Refunds and Returns Policy outlines our guidelines for returns, exchanges, and refunds. By placing an order with us, you agree to these terms. We reserve the right to modify this policy at any time, and changes will be posted on our website.

What is the Return & Exchange Policy?

Merchandise in perfect, saleable condition with the original receipt or order confirmation may be exchanged or returned for a full refund within fourteen (14) days of the original delivery or purchase date. (Note: This aligns with Kenya's Consumer Protection Act, 2012, which provides a 14-day cooling-off period for distance sales.)To qualify for a return or exchange:

• Items must be unused, undamaged, and in their original packaging, including all tags, labels, and accessories.

• You must provide proof of purchase (e.g., receipt, invoice, or order number).

• Furniture items must be returned in the same condition as received; any assembly or signs of use may result in denial.

Please contact our customer service team at +254 20 1234567 or via email at support@mrofficekenya.com to initiate a return. We'll provide a return authorization and shipping instructions.

Exceptions: Final Sale Items

The following items are considered final sale and not eligible for return or exchange:

• Custom-made or personalized furniture (e.g., engraved desks, bespoke office chairs, or made-to-order configurations).

• Assembled or installed items (e.g., furniture that has been set up by our team or by you).

• Clearance or discounted items marked as "final sale."

• Mattresses or upholstery items (e.g., due to health and safety regulations).

Specific Product Categories

Furniture (e.g., desks, chairs, cabinets, shelving)
Returns or exchanges of furniture must include all original components, packaging, and assembly instructions. We recommend inspecting items upon delivery and reporting issues immediately. Disassembled returns may incur a restocking fee of up to 15% to cover repackaging costs.

Refund Method

Refunds will be issued in the original form of payment (e.g., credit card, bank transfer, or mobile money like M-Pesa), in the same currency (Kenyan Shillings) as the initial purchase. Processing typically takes 5-10 business days after we receive and inspect the returned item. Refunds do not include original shipping costs unless the return is due to our error (e.g., damaged or incorrect item).Partial refunds may apply for items with visible wear or missing parts. Once processed, refunds will appear on your statement within 3-5 business days, depending on your financial institution.

Online Purchases

• Online orders can be returned via our designated return process (prepaid shipping label provided upon approval).

• Returns must be shipped back to our warehouse in Nairobi; we do not accept returns at physical stores for online purchases.

• For exchanges, we'll ship the new item once the return is received and verified.

In-Store Purchases

• Merchandise purchased at our Mr Office Kenya stores (e.g., Nairobi locations) can be returned or exchanged directly at any of our freestanding stores within 14 days.

• Bring your original receipt and item in saleable condition. In-store exchanges are for items of equal or greater value; refunds will be issued on the spot via the original payment method.

Exports and International Orders

Clients planning to export merchandise are solely responsible for complying with all applicable Kenyan export laws and regulations, including customs duties and VAT. We do not cover return shipping for international orders, and refunds may be subject to currency conversion fees.

Additional Notes

• Shipping and Handling: Original shipping fees are non-refundable. Return shipping is at your expense unless the item is defective or incorrectly shipped by us.

• Defective or Damaged Items: If your order arrives damaged or defective, contact us within 48 hours of delivery with photos for a free replacement or refund.

• Warranty: All products come with a standard manufacturer's warranty (details provided with purchase). This policy does not affect your statutory rights under Kenyan law.

If you have questions about a specific order, reach out to our team—we're here to help make it right! For more details, visit our website or email support@mrofficekenya.com.