At Jesilog Decor (Jesilog Investment Ltd), we are committed to providing high-quality décor products and ensuring a smooth and transparent customer experience. This Refund, Returns & Delivery Policy explains the conditions and procedures applicable to returns, exchanges, refunds, cancellations, and deliveries for purchases made in-store or online.
1. Eligibility for Returns
Customers may request a return or exchange where:
- The item delivered is damaged, defective, or incorrect.
- The product is unused and in its original condition.
- The product includes its original packaging, labels, accessories, and accompanying items where applicable.
- The return or exchange request is made within 48 hours of delivery.
Items damaged during delivery should be reported promptly and supported with clear photos or videos for verification.
Custom-Made Products
Custom-made items, including curtains or décor products prepared according to specific customer measurements or requirements, are not eligible for return or refund unless they arrive damaged, defective, or were produced incorrectly due to an error on our part.
2. Non-Returnable Items
The following items are not eligible for return or refund:
- Custom-made curtains or décor items prepared to the customer’s specifications.
- Cut-to-size carpets, rods, or glass films.
- Products damaged through mishandling after delivery.
- Products that have been used, installed, altered, or are no longer in their original condition.
- Clearance or discounted items marked as final sale.
3. Return Process
If you receive a damaged, defective, or incorrect item:
- Notify us within 48 hours of delivery.
- Contact us via sales@jesilogdecor.co.ke or +254 719 838 383.
- Provide your order details and clear photos or videos showing the issue.
- Once the return is approved, we will arrange for collection or provide instructions for returning the item to our Nairobi store.
Depending on the circumstances, customers may choose from:
- Replacement with the same item, subject to availability.
- Exchange for another product, with any applicable price difference settled before dispatch.
- Refund, where applicable.
Items returned without prior approval may not be accepted.
4. Refunds
A refund may be considered where:
- A product becomes unavailable after payment has been made.
- A defective or incorrect product cannot be replaced.
- A return has been approved and successfully verified.
- Another refund circumstance has been approved by Jesilog Decor.
Approved refunds may be issued through:
- M-Pesa/mobile money
- Bank transfer
Please allow 3–5 business days for refund processing after the refund has been approved.
5. Order Cancellations
Custom-Made Orders
Orders for custom-made curtains and décor items may only be cancelled within 2 hours of placing the order.
Once production has started, cancellation may no longer be possible. Production for custom-made items typically begins within approximately 48 hours, depending on the order.
Standard Items
Orders for standard, ready-made products may be cancelled before dispatch, subject to confirmation by our team.
6. Delivery Policy
We offer delivery within Nairobi and to destinations outside Nairobi.
Standard Delivery Rates
The following rates apply to goods weighing up to 3 kg:
- Nairobi pickup point/agent: KES 250
- Nairobi door-to-door delivery: KES 600
- Outside Nairobi via courier: From KES 1,000
- Outside Nairobi via parcel service: From KES 600
Goods Above 3 kg or Bulky/Oversized Items
For goods weighing more than 3 kg, as well as bulky or oversized items, delivery charges will be quoted separately on a case-by-case basis.
The delivery charge will depend on the item’s:
- Weight
- Size
- Destination
- Delivery method
- Transport or courier requirements
Delivery Timelines
- Same-day delivery is available within Nairobi for eligible ready-made items, subject to stock availability and order confirmation.
- Deliveries outside Nairobi typically take up to 3 days, depending on the courier or parcel service and destination.
- Custom-made curtains and other made-to-order items require approximately 48 hours to prepare, depending on the order requirements.
- Delivery timelines may vary for bulky, oversized, customized, or special project items.
Where an order is delayed due to circumstances beyond our reasonable control, our team will communicate with the customer as soon as reasonably possible.
7. Free Delivery
Free delivery is available for orders above KES 100,000, subject to applicable delivery conditions and location.
For bulky, oversized, or unusually heavy items, additional delivery arrangements may apply and will be communicated to the customer before delivery.
8. Exchange Policy
Exchanges are available for eligible products where:
- The item is unused and in its original condition.
- The item has all applicable packaging, labels, and accessories.
- The exchange request is made within 48 hours of delivery.
- The product is not custom-made, cut-to-size, clearance, or otherwise excluded under this policy.
For an exchange to a higher-value product, the applicable price difference must be settled before the replacement item is dispatched.
9. Important Notes
- All returns and exchanges are subject to inspection and approval.
- Customers should inspect their orders upon delivery and report any issues within the applicable 48-hour period.
- Products damaged through misuse, installation, alteration, or improper handling after delivery will not qualify for return.
- Delivery charges are generally non-refundable.
- Delivery charges for goods weighing more than 3 kg or bulky/oversized items will be quoted separately.
- Custom-made and cut-to-size products cannot be returned simply because the customer has changed their mind, unless the product is defective, damaged, or incorrectly produced by Jesilog Decor.
- Refunds are processed within 3–5 business days after approval.
10. Contact Us
For refunds, returns, exchanges, cancellations, delivery enquiries, or any questions regarding this policy, please contact us:
Jesilog Decor (Jesilog Investment Ltd)
Benjoe House, Nairobi CBD
Email: sales@jesilogdecor.co.ke
Phone: +254 719 838 383
Last Updated: 24 September 2026