Refund and Returns Policy

At Alcove Interiors & Mjengo Factory, customer satisfaction is our priority. This refund policy outlines the conditions under which refunds may be issued, the process for requesting a refund, and the timeline for disbursements.
  1. Eligibility for Refunds
Refunds may be issued under the following circumstances:
  • Customer Inconveniences: If an error or issue caused by Alcove Interiors & Mjengo Factory significantly impacts the customer’s order or delivery experience.
  • Order Cancellations: When a customer cancels an order before the goods have been dispatched or processed.
  • Non-Delivery of Goods: If Alcove Interiors & Mjengo Factory is unable to deliver the roofing sheets due to factors within the company’s control.
  1. Refund Timeline
  • Approved refunds will be processed and issued within 90 days from the date of approval.
  • The refund amount will be transferred to the customer’s designated account or issued via the original payment method.
  1. Non-Refundable Cases
Refunds will not be issued under the following conditions:
  • Goods have already been delivered in good condition and inspected by the customer.
  • Damage or issues arising from improper handling, storage, or installation by the customer.
  • Customer dissatisfaction due to aesthetic preferences or changes of mind.
  • Delays caused by customer-side factors such as incorrect information, unavailable receiving parties, or inaccessible delivery locations.
  1. Process for Requesting a Refund
To initiate a refund request, customers must:
  1. Submit a formal request in writing to info@alcoveinteriors.co.ke, including the following details:
    • Full Name
    • Contact Information
    • Invoice Number
    • Reason for the refund request (include supporting documentation or photos, if applicable).
  2. Allow 7 business days for the company to review the request and respond with a decision.
  3. If the refund is approved, Alcove Interiors & Mjengo Factory will communicate the next steps, including the expected refund timeline.
  1. Partial Refunds
In cases where partial delivery or partial use of services/products has occurred, the refund amount will be adjusted to reflect the value of the goods or services already provided.
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