Returns & Refunds Policy

1. Introduction

At Apex Office Furniture, we want every purchase to be the right one. If something isn't right, this policy sets out the conditions under which we accept returns and issue refunds, and when we are unable to do so.

2. Return Period & Conditions

We accept returns within 15 days of delivery, provided the item meets the conditions below. We do not accept returns after this period under any circumstances, without prejudice to your legal rights.

Reason for Return	Eligible Categories
Item received broken or defective	All categories
Item received with missing parts or accessories	All categories
Packaging was damaged on arrival	All categories
Wrong item, colour, size, or model delivered	All categories
Item stopped working after normal use	All categories
Size is correct but does not fit as expected	Desks & Tables only — exchange available; purchase price is non-refundable
Change of mind	Not eligible for return

Returned items must be:

• Unused and in the same condition as received
• In their original packaging with all tags, labels, and accessories intact
• Accompanied by proof of purchase

3. Items That Cannot Be Returned

The following items are not eligible for return unless they arrive damaged, defective, or materially different from what was ordered:

• Customised or made-to-order items — furniture configured, engraved, or manufactured to your specification
• Items damaged after delivery — through misuse, incorrect assembly, or modification not carried out by our team
• Items covered by a manufacturer's warranty — defects during the warranty period are handled under that warranty, not this policy

4. Packaging Your Return

When returning an item, please ensure:

• It is packed securely in its original packaging to prevent damage in transit
• All original accessories, components, and documents are included
• No additional items unrelated to the return are included in the package

Returned items remain your responsibility until they are received by us. Apex Office Furniture will not be liable for items lost or damaged in return transit.

5. Refunds

Once your return is received and inspected, we will notify you of the outcome. If approved:

• Refunds are processed within 7 to 10 business days via the original payment method
• If the return is due to our error (wrong item, defective, or damaged on arrival), we will also refund the cost of return delivery
• If the return is not due to our error (e.g. size does not fit as expected), delivery fees are non-refundable

6. Rejected Returns

All items are inspected upon receipt. If a return is not approved:

• No refund will be issued
• We will make two attempts to redeliver the item within 7 business days
• If both attempts fail, we will hold the item for 30 days and notify you of the collection details
• Items not collected within that period will be forfeited and disposed of at our discretion

7. Defective Items

If you receive a defective or damaged item, contact us within 48 hours of delivery with your order number and clear photographs. We will arrange a replacement or refund at no additional cost to you.

8. No Exchanges

We do not offer direct exchanges. If you would like a different size or model, please return the original item (where eligible) and place a new order.

9. How to Initiate a Return

To start a return, contact us within the return period:

• Email: sales@apexexecutivefurniture.com
• Phone / WhatsApp: 0705 660 455
• In person: Apex Showroom, Lunga Lunga Square, Nairobi

Please have your order number and reason for return ready. Our team will guide you through the next steps.