Refund and Returns Policy

Effective Date: July 25, 2026

At Prime Interior Solutions, we are committed to providing high-quality interior products and excellent customer service. If you are not completely satisfied with your purchase, this Refund and Returns Policy outlines the conditions under which returns, exchanges, and refunds are handled.

Eligibility for Returns

Products may be returned if they:

• Are damaged upon delivery.

• Are defective due to manufacturing faults.

• Are incorrect items supplied by us.

• Differ significantly from the confirmed order.

To be eligible for a return, the product must:

• Be reported within 48 hours of delivery.

• Be unused and in its original condition.

• Be returned in its original packaging with all accessories and documentation where applicable.

• Be accompanied by proof of purchase or order confirmation.

Non-Returnable Items

The following items cannot be returned or refunded unless they are defective or supplied incorrectly:

• Custom-made or made-to-order products.

• Products that have been cut, trimmed, altered, or installed.

• Clearance or sale items marked as non-returnable.

• Products damaged through misuse, negligence, accidents, or improper handling after delivery.

• Installation and labor charges once the service has been completed.

Return Process

To request a return:

1. Contact our customer support team by phone or email.

2. Provide your order number, proof of purchase, and a description of the issue.

3. Where applicable, include clear photographs showing the product and any damage or defects.

4. Our team will review your request and provide instructions for returning the item.

Unauthorized returns may not be accepted.

Inspection of Returned Products

All returned products will be inspected upon receipt to verify their condition and eligibility for a refund or replacement.

Prime Interior Solutions reserves the right to decline returns that do not meet the conditions outlined in this policy.

Refund Policy

Once your return has been inspected and approved:

• Refunds will be processed within 7 business days.

• Refunds will be issued using the original payment method, including Mobile Money (M-Pesa) or Bank Transfer, where applicable.

• You will be notified once your refund has been processed.

Shipping charges are generally non-refundable unless the return is due to our error or a defective product.

Exchanges

Where stock is available, eligible products may be exchanged instead of refunded.

If the requested replacement is unavailable, a refund or suitable alternative may be offered.

Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong item, please notify us within 48 hours of delivery.

Do not install or use the product before contacting us, as doing so may affect your eligibility for a replacement or refund.

Delivery Charges for Returns

If the return is due to:

• An incorrect item supplied by Prime Interior Solutions.

• A defective product.

• Damage occurring before delivery.

We will arrange the return or cover the reasonable return shipping costs.

If the return is due to a change of mind or an ordering error by the customer, the customer will be responsible for all return transportation and delivery costs.

Cancellations

Orders may be cancelled before processing or dispatch.

Once an order has been dispatched or a custom product has entered production, cancellation may no longer be possible or may be subject to applicable charges.

Contact Us

If you have any questions regarding our Refund and Returns Policy, please contact us.

Prime Interior Solutions

Store A17, Benjoe House, Tsavo Road
Nairobi CBD, Kenya

Phone: +254 141 864685

Email: info@primeinteriorsolutions.com

Business Hours

Monday – Friday: 9:00 AM – 8:00 PM

Saturday: 9:00 AM – 2:00 PM

Sunday: Closed