Refund & Cancellation Policy

This policy forms part of our Terms of Service and does not affect your rights under the Consumer Protection Act, 2012.

1. Ready-made and ready-to-ship items

• Before dispatch: cancel from your order page or by e-mail for a full refund.
• Damaged, faulty or not as described: report visible damage within 48 hours and other faults within 7 days of delivery, with photographs. We will repair, replace or refund, including return delivery.
• Change of mind: unused items in original packaging may be returned within 7 days of delivery. The customer pays return delivery, and items must pass inspection. Mattresses, bedding and hygiene items cannot be returned once unsealed.

2. Custom furniture and fine-art commissions

These are made to your specification and cannot be resold as standard stock.

• Cancelled before production starts: 80% of the deposit is refunded. The remaining 20% covers design, materials reserved and scheduling.
• Cancelled after production starts: the deposit is non-refundable. You may still collect the finished piece on payment of the balance.
• Completed work that matches the approved specification is not refundable on change of mind. Genuine defects are repaired at no cost.
• Changes after you approve the specification (size, finish, design) are new work, quoted and agreed before they start.

3. Services and smart-system projects

• Survey commitment fee: before the survey takes place you may reschedule once free of charge, or cancel for a refund less KES 2,000 administration. Once the survey has been carried out, the fee pays for a completed professional service and is non-refundable. It is credited in full to your installation if you proceed with JMG within the quotation's validity.
• Installation and service deposits: refundable less the cost of materials purchased and work completed at the time of cancellation.

4. Orders we cancel

If we cannot fulfil an order, we refund everything you paid for it in full.

5. How refunds are paid

Approved refunds are paid to the original payment method, normally within 14 days of approval. A credit note is issued for every refund. Delivery charges are refunded only where the item was faulty or we cancelled.

6. How to request a cancellation or refund

Use the order page in your account, e-mail sales@jmgsmartliving.co.ke or call +254 721 248 240, quoting your order number.