RETURN AND REFUND POLICY

Last Updated: December 12, 2025

Thank you for shopping at Oriel Households (https://oriiel.com). We want you to be completely satisfied with your purchase. This Return and Refund Policy outlines the conditions and procedures for returns, exchanges, and refunds.

1. GENERAL POLICY

At Oriel Households, we stand behind the quality of our products. If you are not completely satisfied with your purchase, we offer a return and refund option subject to the terms and conditions outlined in this policy.

2. RETURN ELIGIBILITY

2.1 Return Window
– You have 3 days from the date of delivery to initiate a return
– The product must be unused, undamaged, and in its original packaging
– All original tags, labels, and accessories must be included
– Proof of purchase (receipt or order confirmation) is required

2.2 Eligible Items for Return
– Furniture with manufacturing defects
– Office equipment that arrives damaged
– Home decor items in unopened original packaging
– Kitchen and dining items that are unused and in original condition
– Electronics with manufacturing defects (within warranty period)
– Bedding and bath items that are unopened and unused

2.3 Non-Returnable Items
The following items cannot be returned for hygiene, safety, or practical reasons:
– Opened bedding, mattress pads, or pillows
– Used towels or bath accessories
– Baby feeding items that have been opened or used
– Personal care products
– Assembled furniture (unless defective)
– Custom-made or personalized items
– Sale or clearance items marked as “Final Sale”
– Items without original packaging or tags
– Gift cards
– Perishable goods

3. CONDITIONS FOR RETURNS

To be eligible for a return, your item must meet the following conditions:

– Item must be in its original condition and packaging
– All accessories, manuals, and parts must be included
– Product must not show signs of use, wear, or damage
– Original receipt or proof of purchase must be provided
– Items must be returned within 7 days of delivery
– Furniture must be in original packaging (unless received damaged)

4. DAMAGED OR DEFECTIVE ITEMS

4.1 Reporting Damage
If you receive a damaged or defective item:
– Contact us immediately at Sales@oriiel.com or +254 119 208 830
– Report the issue within 48 hours of delivery
– Provide photos of the damaged item and packaging
– Include your order number and description of the damage

4.2 Our Response
Upon verification of damage or defect:
– We will arrange for a replacement at no additional cost
– If replacement is not available, we will issue a full refund
– We will cover return shipping costs for damaged or defective items
– Large furniture items may be inspected at your location

5. HOW TO INITIATE A RETURN

Step 1: Contact Us
– Email: Sales@oriiel.com
– Phone:+254 119 208 830
– Provide your order number and reason for return

Step 2: Receive Return Authorization
– We will review your request within 1-2 business days
– If approved, you will receive a Return Authorization Number (RAN)
– You will also receive instructions for returning the item

Step 3: Pack Your Item
– Use original packaging whenever possible
– Include all accessories, manuals, and parts
– Write your RAN on the outside of the package
– Ensure the item is securely packaged to prevent damage during transit

Step 4: Ship Your Return
– For items in Nairobi: We may arrange pickup at your location
– For items outside Nairobi: Ship to our address using a trackable shipping method
– Keep your tracking number for reference

Note: Returns without a Return Authorization Number may not be accepted.

6. RETURN SHIPPING

6.1 Who Pays for Return Shipping?
– Damaged or defective items: We pay for return shipping
– Change of mind returns: Customer pays for return shipping
– Wrong item shipped: We pay for return shipping
– Items within Nairobi: Possible free pickup (contact us)
– Items outside Nairobi: Customer arranges and pays for shipping

6.2 Return Address
Oriel Households
Along Katani Road, Before Pefa Church
Kenya

Please contact us before shipping to confirm the exact return location.

7. EXCHANGES

7.1 Exchange Policy
– Exchanges are subject to product availability
– We accept exchanges for the same item in a different size, color, or model
– The exchange item must be of equal or greater value
– If the exchange item is of lesser value, we will refund the difference
– If the exchange item is of greater value, you will pay the difference

7.2 How to Request an Exchange
– Contact us at Sales@oriiel.com or +254 119 208 830
– Provide your order number and details of the item you want to exchange
– Follow the same return process outlined above
– Once we receive and inspect your return, we will ship the exchange item

8. REFUND PROCESS

8.1 Refund Timeline
– Once we receive your returned item, we will inspect it within 2-3 business days
– If approved, your refund will be processed within 5-7 business days
– Refunds will be issued to your original payment method
– You will receive an email confirmation once the refund is processed

8.2 Refund Amount
– Full refund: For damaged, defective, or incorrect items
– Partial refund: May apply if item shows signs of use or missing accessories
– Shipping costs: Original shipping fees are non-refundable (except for damaged/defective items)
– Return shipping: Not refunded unless item was damaged or defective

8.3 Refund Methods
– M-Pesa: Refund processed within 24-48 hours after approval
– Credit/Debit Card: Refund appears in 5-10 business days depending on your bank
– Bank Transfer: Processed within 3-5 business days
– Store Credit: Available as an alternative to cash refund (expires after 6 months)

9. FURNITURE-SPECIFIC POLICY

9.1 Large Furniture Items
Due to the nature of furniture items:
– Inspect all furniture immediately upon delivery
– Report any damage or defects within 48 hours
– Assembled furniture cannot be returned unless defective
– We may send a technician to assess and repair defective furniture
– Original packaging must be retained for returns

9.2 Office Workstations and Desks
– Must be returned unassembled in original packaging
– Missing hardware or parts will result in partial refund
– Custom configurations may not be eligible for return

9.3 Office Chairs
– Must be unused and in original packaging
– Adjustable features must be in working condition
– Return within 7 days of delivery

10. ELECTRONICS POLICY

10.1 Electronics Returns
– All electronics must be returned in original packaging with all accessories
– Serial numbers must match purchase records
– Manufacturer’s warranty may apply for defects after 7 days
– Software or digital products are non-returnable once activated

10.2 Testing Period
– Test all electronic items within 48 hours of delivery
– Report any malfunction immediately
– We may request photos or videos of the malfunction

11. BABY AND KIDS PRODUCTS

11.1 Safety Standards
– For safety and hygiene reasons, certain baby products cannot be returned once opened
– Unopened items can be returned within 7 days
– Defective baby products will be replaced immediately

11.2 Non-Returnable Baby Items
– Opened feeding bottles and accessories
– Used baby safety equipment
– Opened diapering products
– Used baby toys

12. SALE AND PROMOTIONAL ITEMS

– Items purchased during sales or promotions are eligible for return
– Items marked as “Final Sale” or “Clearance” cannot be returned
– Promotional discounts or free gifts must be returned with the item
– If promotional conditions are not met after return, adjustments will be made

13. CANCELLED ORDERS

13.1 Before Shipment
– Orders can be cancelled free of charge before shipment
– Contact us immediately at Sales@oriiel.com or +254 119 208 830
– Full refund will be issued within 3-5 business days

13.2 After Shipment
– Once shipped, standard return policy applies
– Return shipping costs may apply
– Contact us to discuss options

14. RESTOCKING FEE

– No restocking fee for damaged or defective items
– No restocking fee for incorrect items shipped
– A 15% restocking fee may apply to large furniture returns (change of mind)
– No restocking fee for items returned within original packaging and condition

15. MISSING OR INCOMPLETE ORDERS

If you receive an incomplete order or items are missing:
– Contact us within 48 hours of delivery
– Provide your order number and list of missing items
– We will ship missing items at no additional cost
– No return necessary for incomplete orders

16. REFUSED OR UNDELIVERED PACKAGES

– If you refuse delivery, return shipping costs will be deducted from your refund
– Undelivered packages returned to us will be refunded minus shipping costs
– Please ensure accurate delivery information at checkout

17. WARRANTY INFORMATION

17.1 Manufacturer’s Warranty
– Many products come with manufacturer’s warranty
– Warranty period varies by product (typically 6-24 months)
– Warranty covers manufacturing defects, not normal wear and tear
– Contact us for warranty claims and repairs

17.2 Extended Warranty
– Extended warranty options may be available for certain products
– Contact us for information on extended warranty coverage

18. INSPECTION UPON DELIVERY

We strongly recommend:
– Inspect all packages upon delivery before signing
– Check for visible damage to packaging
– Note any damage on the delivery receipt
– Contact us immediately if damage is discovered
– Take photos of damaged packaging and products

19. SPECIAL CIRCUMSTANCES

19.1 Medical or Emergency Returns
– We understand that special circumstances may arise
– Contact us to discuss your situation
– We will work with you to find a reasonable solution

19.2 Bulk or Corporate Orders
– Special return terms may apply to bulk orders
– Contact our corporate sales team for specific policies
– Custom terms can be negotiated before purchase

20. CONTACT US FOR RETURNS

If you have any questions about our Return and Refund Policy or need assistance with a return:

Oriel Households
Email: Sales@oriiel.com
Phone: +254 119 208 830

Website: https://oriiel.com
Business Hours: 24/7 Support Available

21. POLICY UPDATES

We reserve the right to modify this Return and Refund Policy at any time. Changes will be posted on this page with an updated “Last Updated” date. Your continued use of our Site after changes indicates your acceptance of the updated policy.

22. IMPORTANT NOTES

– All returns are subject to inspection and approval
– We reserve the right to refuse returns that do not meet our policy criteria
– Fraudulent returns may result in account suspension and legal action
– This policy complies with Kenyan consumer protection laws
– For items purchased in-store, please present original receipt

23. CUSTOMER SATISFACTION GUARANTEE

Your satisfaction is our priority. We are committed to:
– Providing high-quality products
– Offering fair and transparent return policies
– Resolving issues quickly and professionally
– Ensuring a positive shopping experience

Thank you for choosing Oriel Households. We appreciate your business and look forward to serving you again!

QUICK REFERENCE GUIDE

Return Window: 7 days from delivery
Contact: Sales@oriiel.com or +254 119 208 830
Damage Reports: Within 48 hours of delivery
Refund Processing: 5-7 business days after approval
Original Packaging: Required for most returns
Return Authorization: Required before shipping returns

For fastest service, please have your order number ready when contacting us.