Shipping and returns policy
Clear information about delivery, collection, custom orders, installation and returns for Without A Hitch Interiors.
Our shipping and returns policy explains what to expect when you purchase home decor, furniture or a related installation service from Without A Hitch Interiors.
Delivery and collection
We confirm delivery availability, charges and the expected timeframe before an order is accepted. Delivery arrangements depend on the product, quantity, destination and whether the order includes installation. Our team may contact you to confirm access, measurements and a suitable delivery time.
Customers may also collect selected items from our showroom at Canaan Plaza, Syokimau, on the way to Katani, Kenya. Collection details are agreed in advance so that the item is ready and safely prepared.
Custom furniture and made-to-order work
Custom furniture, window treatments and made-to-order pieces are produced against an approved brief. Before work begins, we confirm the design, dimensions, materials, finish, price and estimated timeline. Because these pieces are made for a specific client and space, they cannot normally be cancelled or returned once production has started unless the item is defective or the agreed specification has not been met.
Installation services
When installation is included, the client is responsible for providing safe access to the property and telling us about relevant site conditions. Our team will coordinate the agreed installation work and identify any changes that may affect the scope or price before proceeding. Installation does not include structural, electrical or building work unless it is expressly included in the written quotation.
Returns and exchanges
For eligible ready-made products, contact us as soon as possible after delivery if the item is damaged, incorrect or materially different from the agreed description. Please keep the packaging and provide photographs so we can assess the issue. Items must be unused and in resalable condition for a change-of-mind return, unless we have agreed otherwise in writing.
Custom, personalised, installed or made-to-order items are excluded from change-of-mind returns. This does not limit any rights that apply where a product is faulty, damaged before delivery or does not match the agreed order.
Refunds and resolving an issue
After we assess an approved return or service issue, we will explain the available remedy, which may include repair, replacement, completion of outstanding work or a refund. Any refund is made using the original payment method where practical. Delivery, collection or installation charges may be treated separately depending on the cause of the issue.
How to contact us
To ask about an order, delivery or return, contact us through our contact page and include your order details, photographs where relevant and the resolution you are requesting. We will review the matter and respond as promptly as possible.