Return and Refund Policy

At Carpet City, we want you to be completely satisfied with your purchase. Our Return and Refund Policy outlines the terms and conditions for returning items and seeking refunds. Please read this policy carefully to understand our procedures.

  1. Returns:

a. Eligibility: To be eligible for a return, items must be unused, in the same condition as received, and in the original packaging. Customized or special order items may not be eligible for return.

b. Timeframe: You may initiate a return within 4 days of receiving your order. After this period, we may not be able to process your return.

c. Return Process: To initiate a return, please contact our customer support team at

Provide your order number, the reason for the return, and any supporting documentation or images.

d. Return Authorization: Once your return is approved, you will receive a Return Authorization (RA) number and instructions on how to return the item.

e. Shipping Costs: Customers are responsible for return shipping costs unless the return is due to an error on our part or a defective product.

  1. Refunds:

a. Refund Method: Refunds will be processed using the original payment method. Please allow 7 business days for the refund to reflect in your account. Cash refunds will be less the VAT charged. A credit note for the VAT charged will be issued. The credit note can be used for any other purchase from Carpet City.

b. Partial Refunds: In some cases, a partial refund may be issued if the returned item is not in its original condition, damaged, or missing parts.

c. Non-Refundable Items: Certain items, such as gift cards or clearance items, may not be eligible for a refund.

d. Exchanges are allowed

  1. Damaged or Defective Items:

a. Inspection: Upon receiving your order, please inspect the items for any damage or defects. If you believe you have received a defective or damaged product, contact us immediately.

b. Replacement: We will provide instructions on how to return the damaged or defective item. Once received, we will send a replacement or issue a refund, including return shipping costs.

  1. Cancellations:

a. Order Cancellation: If you wish to cancel an order, please contact us as soon as possible. If the order has not been processed, we will cancel it and issue a refund. If the order has been processed, you may need to follow the return process.

  1. Contact Us:

If you have any questions or concerns related to our Return and Refund Policy, please don’t hesitate to contact us at:

Carpet City

Chaka Road Mall, Chaka Rd, Nairobi

+254 718 222 289

+254 719 505 050

By making a purchase from Carpet City, you agree to the terms and conditions outlined in this Return and Refund Policy. We recommend reviewing this policy before making a purchase to ensure a smooth shopping experience.

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