Returning an Item(s) to Cosy Furniture

You can initiate a return with Cosy Furniture within 15 days after delivery or collection for Eligible reasons or a Change of mind.

  • Eligible Reasons: Items that are wrong, damaged, defective, incomplete, the wrong size, or counterfeit can be returned. Please ensure these issues are reported as quickly as possible to facilitate a smooth return process.
  • Change of Mind: You may return items if you change your mind, but refunds will only be processed if the package seal is still intact and the product has not been tampered with.
  • Exclusions: For hygiene and security reasons, certain items are ineligible for “change of mind” returns once opened, including swimwear, underwear, lingerie, earrings, cosmetics, fragrances, groceries, food supplements, software, tickets, and adult products.
  • Condition: When returning any furniture—whether household, outdoor, or office—ensure all seals, tags, and accessories remain intact and the item is in its original packaging. If a password was created on an electronic device, it must be removed, or the return will be invalid.

Refunds

Get your refund faster by dropping off your return at the nearest Cosy Furniture station. Your refund will be credited back to the original payment source:

  • Mobile Money: Processed within 24 hours.
  • Bank Card: May take 3–5 business days to appear in your account.
  • Voucher: Processed immediately via email.
  • Store Credit: Credited to your account within 24 hours.

Note: Orders delivered via the Kenya Postal Service are not eligible for return due to a change of mind.

Claims & Returns for Furniture

  • Faulty Items: If your furniture arrives faulty, please inform our showroom within 24 hours. We will arrange for a technician to inspect the piece. If the damage is irreparable, we will replace the item or issue a credit note. This policy does not cover damage caused by abuse, misuse, accident, or neglect.
  • Mattresses: Please verify that mattress dimensions (length, width, and height) match your bed size before purchasing. Cancellations on special-order mattresses are not permitted.
  • Sizing & Dimensions: Product dimensions are available on our website. It is the customer’s responsibility to ensure items fit through doors, lifts, or within the intended home or office space. We do not accept returns for items that do not fit into your building.

Cancellations

  • Timeline: Cancellations must be reported to the showroom of purchase at least three (3) working days before the scheduled delivery date.
  • Fees: Cancellations are subject to a 20% deduction from the total product cost. Delivery charges are non-refundable if a delivery attempt was already made.
  • Final Sale: Please choose carefully; Cosy Furniture does not normally provide refunds for a simple change of mind or wrong decisions unless the goods are faulty and cannot be rectified or replaced.