Refund policy
Our Guaranty to you
Our products are handmade with care and dedication and we stand by our commitment to offer you affordable pieces at great quality, you get to use for years.
Your part
We encourage you to measure your space and read the specifications (size, material and finish) of items you're ordering before you order. Our team is always happy to assist with advice in this regard.
Pre-orders
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return if there are noticeable structural errors.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at charis.decorandfittings@gmail.com and or call 08050597319
Damages and issues
Any item reported to be damaged after 24 hours of receiving them will not be eligible for a return. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right immediately. To further assist, please send us pictures and or videos showing damages or issues with your items.
Damages or defects reported after 24 hours will be dealt with reasonably in our interest first, then that of the customer.
Post-delivery repairs
Once your delivery period exceeds 30 days, we still aim to support you where possible.
What we offer:
We may assist with repairs through:
Paid in-house repair services
Replacement parts (subject to availability)
Referrals to trusted technicians
Basic repair guidance for minor issues
Costs:
All post-warranty repairs are chargeable to the customer. This includes labour, parts, and any logistics (pickup/delivery). An assessment fee may apply, and a quote will be provided before work begins.
Eligibility:
To request a repair, you’ll need:
- Proof of purchase
- A product that has not been misused, altered, or damaged by external factors (e.g. water, heat, pests)
Important to note:
- Not all items can be repaired
- Finishes, materials and colour may not be an exact match
Logistics:
Customers are responsible for getting items to us or covering transport costs if pickup is arranged.
Need help?
Contact our team with your order details and photos of the issue, and we’ll advise on the next steps.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 5 business days have passed since we’ve approved your return, please contact us at charis.decorandfittings@gmail.com. or WhatsApp 08050597319.
Please note that returns will need to be sent to the following address: 5a Vori Close, Lagos at your own delivery cost, we will not be liable to pay for this. Items sent back to us without first requesting a return will not be accepted.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.