Refund & Returns Policy

1. Our approach

Furnix UG sells and facilitates furniture purchases, including stocked items, vendor-supplied pieces, made-to-order products, fitted woodwork and customised furniture. Return rights therefore depend on the nature of the item, its condition, whether production has started, and applicable Ugandan law.

2. Before dispatch or production

A standard-stock order may usually be cancelled before dispatch if fulfilment has not irreversibly begun. For made-to-order, fitted, personalised, custom-sized or specially finished furniture, cancellation may be limited once measurements are confirmed, materials are committed or production starts. Any restriction should be made clear before confirmation.

3. Damaged, incorrect or defective goods

If an item arrives damaged, materially defective, incomplete or different from the confirmed order, contact Furnix UG promptly using the order reference. Where reasonable, provide photographs, video or delivery notes. Furnix UG may coordinate inspection with the vendor or delivery team and, depending on the circumstances and legal rights, arrange repair, replacement, completion, exchange or refund.

4. Natural materials and handmade variation

Timber grain, knots, colour, texture, leather markings, fabric batch differences and handmade dimensions can vary slightly from display images. A natural variation consistent with the product description is not automatically a defect. Material differences that make the product materially different from what was ordered will be handled as a quality or fulfilment issue.

5. Change-of-mind returns

Where Furnix UG voluntarily accepts a change-of-mind return for a standard item, the item should normally be unused, complete, unassembled where reasonably possible, and in resalable condition. Return collection or transport costs may be charged where the return is not caused by seller or Furnix UG error, subject to rights that cannot lawfully be excluded.

6. Custom and installed products

Custom-sized furniture, engraved/personalised items, cut-to-size materials, fitted doors, wardrobes, cabinetry and installed products may not be returnable for change of mind once production or installation has commenced. This does not remove rights relating to defective, misdescribed or incorrectly supplied goods.

7. Refund method and timing

Approved refunds are normally returned using the original payment rail where practical, or another verified method agreed with the customer. Mobile-money, card, bank and gateway processing times are controlled partly by the relevant provider. Furnix UG records approved refunds against the original order for audit purposes.

8. How to request a return or refund

Use the Contact or Track Order area and provide your order reference, contact details, reason for the request and any supporting evidence. Do not return bulky furniture to a vendor or third party without receiving Furnix UG return or collection instructions.