At Urban Elements, customer satisfaction is at the heart of everything we do. We take pride in the quality and craftsmanship of our décor products and design services. However, if for any reason you are not completely satisfied with your purchase, our Refund and Return Policy outlines your rights and the steps to take to ensure a smooth and fair resolution.
2. Eligibility for Returns
You may return a product purchased from Urban Elements within 7 days of delivery under the following conditions:
- The item is unused, undamaged, and in its original packaging.
- Proof of purchase (invoice or receipt) is provided.
- The product was not a custom-made, clearance, or special-order item.
- The product is returned in the same condition as it was delivered.
Non-returnable items include:
- Custom furniture and fittings made to order.
- Items that have been installed, used, or altered.
- Discounted or clearance sale items.
- Gift cards or promotional vouchers.
3. Return Process
If you wish to return an item, please follow these steps:
- Notify Us: Contact our customer service team within 7 days of receiving your order via email at info@urbanelementske.com or call +254 705 544000.
- Provide Details: Share your order number, item description, and reason for return.
- Inspection: Once the product is received, our quality team will inspect it to ensure it meets the return eligibility criteria.
- Approval: If approved, you will receive a confirmation email and your refund or exchange will be processed within 7–14 business days.
4. Refund Process
Refunds will be processed once the returned item has been inspected and approved.
- Mode of Refund: Refunds will be issued to the original method of payment or as store credit, depending on your preference.
- Processing Time: Please allow 7–14 business days for refunds to reflect after approval.
- Deductions: In some cases, a small restocking or handling fee may apply to cover administrative and logistics costs.
5. Damaged or Defective Products
If your item arrives damaged or defective, please contact us within 48 hours of delivery. Provide clear photos or videos of the issue so we can verify the claim.
Upon confirmation, Urban Elements will:
- Offer a replacement at no additional cost, or
- Provide a full refund if the product is out of stock.
We are committed to resolving such cases promptly and to your satisfaction.
6. Exchanges
We accept exchanges for eligible products of equal or higher value (with price adjustment if applicable). All exchanges must be initiated within 7 days of purchase or delivery and are subject to stock availability.
7. Custom and Special Orders
Custom furniture, bespoke fittings, or specially ordered décor items are non-refundable and non-returnable, as they are made specifically to your specifications. However, we guarantee quality and will repair or replace any custom product that arrives defective or does not meet agreed specifications.
8. Cancellation Policy
- Orders may be cancelled within 24 hours of placement without any charge.
- Orders cancelled after 24 hours or after production has started may attract a 25% cancellation fee to cover material and labor costs.
- Once the order is shipped or installation has commenced, cancellation is no longer possible.
9. Delivery-Related Issues
If your order is delayed, lost, or delivered to the wrong address, please notify us immediately. Urban Elements will work with our delivery partners to trace and resolve the issue as quickly as possible.
10. Contact Us
For all return, refund, or exchange inquiries, please reach out to us:
Urban Elements – Customer Support
📞 +254 705 544000
📧 info@urbanelementske.com
🕓 Working Hours: Monday – Saturday, 9:00 AM to 6:00 PM
Urban Elements – Redefining Luxury Living
Your satisfaction is our design.
