Refund policy

Return and Refund Policy

All sales are final. We do not accept returns or exchanges for change of mind, incorrect size selection or personal preference.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective or different from what you ordered, please contact us as soon as possible after delivery at +254 799 958970.

Please provide your order details and clear photographs of the item and the issue. We will review the matter and, where applicable, arrange an appropriate resolution.

Handmade Pieces

Our handmade rugs and artisanal pieces may have natural variations in colour, texture, pattern and finish. These variations are a normal characteristic of handmade craftsmanship and are not considered defects.

Pre-Loved & Vintage Pieces

Pre-loved and vintage pieces may have signs of age, wear or character. Any material imperfections or notable signs of use will be described or shown as accurately as possible before purchase.

These characteristics are part of the nature of pre-loved and vintage items and are not considered defects where they have been accurately represented.

Refunds

Where a refund is applicable, it will be processed using the original payment method, subject to the applicable terms of the payment provider.

We do not offer refunds for change of mind, incorrect size selection or personal preference, except where otherwise required by applicable law.

Contact Us

For any questions regarding returns or refunds, please contact us:

Phone: +254 799 958970

The Urban Samburu