Return & Refund Policy

Last updated: July 2026

At Aurra Living , the majority of our products are custom-made and built to order to your specific measurements, materials and design choices. Because these items are produced uniquely for you, they cannot be resold, and our return and refund terms reflect this. Please read this policy carefully before placing an order.

Custom & Made-to-Order Items

Custom wardrobes, cabinets, kitchens and other bespoke pieces are non-refundable and non-returnable once production has begun, except where the item is defective or does not match the agreed design specification. By approving your design and paying a deposit, you confirm the measurements, materials and finishes you have selected.

Cancellations

  • You may cancel an order for a full refund of your deposit if you do so in writing before production begins "within 48 hours of paying your deposit".
  • Once manufacturing has started, deposits are non-refundable, as materials have been purchased and labour committed.
  • Cancellations after delivery is scheduled may attract a fee to cover materials and work already completed.

Damaged or Defective Items

We stand behind our craftsmanship. Please inspect your order on delivery and report any issue within 48 hours of delivery or installation. If an item arrives damaged, faulty, or differs from the agreed specification, we will repair or replace the affected part or item at no cost to you. Refunds are offered only where a repair or replacement is not reasonably possible.

To report an issue, contact us with your order details and clear photographs of the problem.

Not Covered

  • Changes of mind after the design has been approved and production started.
  • Damage caused by misuse, improper installation by third parties, accidents, or normal wear and tear.
  • Minor natural variations in wood grain, colour or finish, which are inherent to handmade and natural materials.

Workmanship Warranty

We provide a workmanship warranty of 12 months from installation, covering manufacturing and assembly defects under normal use. Hardware and fittings are covered by their respective manufacturers' warranties.

How Refunds Are Processed

Where a refund is approved, it will be processed to your original payment method (or via M-Pesa/bank transfer as agreed) within 14 business days.

Contact Us

Email: info@aurraliving.com
Phone: +254141684069
Address: THE FURNITURE MALL KENYA, MOMBASA ROAD, ENTERPRISE ROAD, 1ST , 2ND & 3RD FLOOR GATOTO ROAD, Nairobi, Kenya, Nairobi County - Kenya, 00100 , Nairobi, Kenya

This document is an original document and Custom-furniture refund terms interact with Kenya's Consumer Protection Act, 2012 — please have a qualified professional .