Refund and Returns Policy

Last Updated: December 11, 2025

At Jesilog Decor (Jesilog Investment Ltd), we are committed to delivering high-quality décor products and ensuring a smooth customer experience. This Refund and Returns Policy outlines how refunds, exchanges, and returns are handled for all purchases made in-store or online.

1. Eligibility for Returns

You may request a return or exchange under the following conditions:

• The item delivered is damaged, defective, or incorrect.
• The item is in unused, original condition, and includes all packaging, labels, and accessories.
• The request is made within 48 hours of delivery.

Note:
Custom-made items, including curtains tailored to your measurements, are not eligible for return or refund unless they arrive damaged or with an error on our side.

2. Non-Returnable Items

The following items cannot be returned:

• Custom-made curtains or décor items prepared to your specifications
• Cut-to-size carpets, rods, or glass films
• Items damaged due to mishandling after delivery
• Products used, altered, or not in their original condition
• Clearance or discounted items (final sale)

3. Return Process

If you receive a defective or incorrect item:

1. Notify us within 48 hours through sales@jesilogdecor.co.ke or +254 721 989 414.
2. Share clear photos or videos of the issue for verification.
3. Once approved, we will arrange for a pickup or request that you return the item to our Nairobi store.
4. You may choose between:
   • A replacement of the same item
   • An exchange for a different product (price differences apply)
   • A refund where applicable

Items returned without prior approval will not be accepted.

4. Refunds

Refunds are processed when:

• A product is out of stock after payment
• A defective or incorrect item cannot be replaced
• A return has been approved and verified

Approved refunds are issued through:

• Mobile money (M-Pesa)
• Bank transfer

Please allow 3–5 business days for refund processing.

5. Order Cancellations

• Orders for custom-made curtains and décor items can only be cancelled within 2 hours of placing the order.
• Once production has started (usually within 48 hours), cancellation is not possible.
• Standard items may be cancelled before dispatch.

6. Delivery Policy Summary

To support transparency during returns, our delivery timelines are as follows:

• Same-day delivery within Nairobi
• Up to 72 hours delivery outside Nairobi
• Custom-made curtains/items require approximately 48 hours to prepare
• Free delivery for orders above KES 50,000
• Delivery fees range from KES 200–1,000, depending on location

If an order is delayed due to unavoidable circumstances, our team will communicate promptly.

7. Exchange Policy

Exchanges are allowed for eligible items if:

• The item is unused and in original condition
• The request is made within 48 hours of delivery
• The product is not custom-made

Price differences for higher-value exchanges must be settled before dispatch of the replacement item.

8. Contact Us

For refunds, returns, exchanges, or questions, contact us through:

Jesilog Decor (Jesilog Investment Ltd)
Benjoe House, Nairobi CBD
Email: sales@jesilogdecor.co.ke
Phone: +254 721 989 414