Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customercare@homeandbeyond.co.ke. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at customercare@homeandbeyond.co.ke.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

At Home & Beyond, we maintain high hygiene standards, so certain items cannot be returned. These include:

• Linen & Pillows – Mattresses, pillows, bed linens, duvets, and protectors cannot be returned for hygiene reasons.
• Guest Amenities – Items such as lotions, bar soaps, and other personal care essentials are non-returnable.
• Custom & Special Orders – Personalized or made-to-order items cannot be returned.
• Sale Items & Gift Cards – We do not accept returns on discounted items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Mattress Return Policy

Our return policy for mattresses is different due to their packaging. Mattresses are compressed and sealed at the factory, and once the seal is opened, the item is no longer valid for return unless there is a manufacturing defect. Examples of such defects include:

• Uneven or lumpy surface.
• Visible tears or damage to the mattress cover.
• Faulty spring or foam structure.

If you encounter any of these issues, please contact our customer care team at customercare@homeandbeyond.co.ke, and we will evaluate the situation. Our team will analyze the defect and provide you with the next steps for resolution.