At Cosmic Choices, we value customer satisfaction and aim to provide a clear, fair, and transparent process for returns, exchanges, refunds, and deliveries. This policy outlines the conditions and procedures applicable to returns, refunds, exchanges, and delivery.

1. Eligibility for Returns

Products may be returned within 7 days of purchase, provided that:

  • The product is unused and undamaged.
  • The product is in its original packaging.
  • All tags, labels, accessories, and accompanying items are included where applicable.
  • The product is in clean and resalable condition.
  • The customer provides valid proof of purchase, such as a receipt or invoice.

Products damaged during delivery should be reported to us as soon as possible and supported with clear photo or video evidence.

Returns are subject to inspection and approval upon receipt.

2. Non-Returnable Items

The following products are not eligible for return or refund:

  • Custom-made, made-to-order, or cut-to-size products, including wall-to-wall carpets and curtains tailored to specific measurements.
  • Special project items.
  • Clearance or discounted items.
  • Bedding products such as duvets, bedsheets, and mattress protectors once unsealed, for hygiene reasons.
  • Products that have been installed, altered, used, or damaged after delivery.

3. Refunds

Approved refunds will be processed within 7–14 working days after the returned product has been received, inspected, and approved.

  • Refunds will normally be made through the original payment method.
  • Delivery charges are non-refundable.
  • Refunds may not be issued where a returned product does not meet the eligibility requirements outlined in this policy.

4. Exchanges

Where a product is defective, damaged during delivery, or incorrectly supplied, Cosmic Choices will arrange an exchange, subject to verification and stock availability.

Where the issue is confirmed to be our responsibility, the replacement will be provided at no additional product or delivery cost.

For other eligible exchanges, the customer may be responsible for applicable delivery or price differences.

5. Delivery Rates

Our standard delivery rates apply to goods weighing up to 3 kg:

  • Nairobi pickup point/agent: KES 250
  • Nairobi door-to-door delivery: KES 600
  • Outside Nairobi via courier: From KES 1,000
  • Outside Nairobi via parcel service: From KES 600

Goods Above 3 kg or Bulky/Oversized Items

For goods weighing more than 3 kg, as well as bulky or oversized items, delivery charges will be quoted separately on a case-by-case basis.

The delivery cost will depend on the item’s:

  • Weight
  • Size
  • Destination
  • Delivery method
  • Transport or courier requirements

6. Delivery Timelines

  • Same-day delivery is available within Nairobi for eligible ready-made items, subject to stock availability and order confirmation.
  • Deliveries outside Nairobi typically take up to 3 days, depending on the courier or parcel service and destination.
  • Delivery timelines for bulky, oversized, customized, or special-order products may vary.

7. Delivery and Return Charges

Delivery charges are non-refundable.

Customers may also be responsible for the cost of returning an item, depending on the reason for the return.

Where an item is confirmed to have been defective, damaged during delivery, or incorrectly supplied by Cosmic Choices, return or replacement arrangements will be handled accordingly.

8. How to Request a Return, Exchange, or Refund

To initiate a return, exchange, or refund, customers should contact Cosmic Choices within 7 days of purchase.

Please provide:

  • Order number or proof of purchase
  • Product/item details
  • Reason for the return or exchange
  • Photos or videos where applicable, particularly for damaged or defective items

Our team will review the request and provide the appropriate return instructions.

9. Important Notes

  • Returns must meet the eligibility requirements in this policy.
  • Products returned after 7 days may not qualify for a return, exchange, or refund.
  • Items damaged through misuse, improper handling, installation, alteration, or normal wear and tear will not be accepted.
  • All returns are subject to inspection before approval.
  • Delivery charges are non-refundable.
  • Delivery charges for goods above 3 kg or bulky/oversized items are quoted separately.
  • Refunds are processed within 7–14 working days after approval.

Last Updated: 24 September 2026