Returns & Replacement Policy
At Malpa Enterprises Limited, we stand behind the craftsmanship and engineering of our commercial office furniture. We provide a hassle-free 30-day return and direct replacement window for any manufacturer defects or transit damages discovered upon delivery.
Report any factory fault, damaged weld, or defective cylinder within 30 days of delivery for direct 1-to-1 replacement.
For corporate installations in Nairobi, our technicians inspect and replace components onsite with zero disruption.
Long-term frame, structural, and mechanical protection is covered under our separate Commercial Product Warranty.
1. 30-Day Return & Replacement for Manufacturer Defects
If an item delivered to your premises exhibits a manufacturer defect or functional fault, you are entitled to an immediate direct replacement, technical repair, or full resolution within 30 calendar days from the delivery date.
- Defective hydraulic gas lift cylinders or tilt-lock mechanisms on ergonomic chairs.
- Structural welding fractures, misaligned steel desk frames, or defective ball-bearing drawer runners.
- Transit damages (scratches, dents, chip marks) discovered and verified at the time of delivery unboxing.
- Missing factory hardware, lock barrels, or key sets for filing cabinets and credenzas.
2. Distinction Between 30-Day Defect Window & Commercial Warranty
Please note the distinction between our 30-Day Defect Replacement Window and our ongoing Commercial Product Warranty:
- 30-Day Return / Swap Window: Designed for immediate unboxing defect verification and fast 1-to-1 direct product replacement.
- Commercial Product Warranty: Designed for ongoing long-term durability coverage for frames, structural components, and mechanisms throughout the warranty period.
3. How to Request a Return or Replacement
Initiating a return is fast and frictionless:
- Contact Customer Support: Send a message via WhatsApp to
+254 742 370 000or call our hotline with your Order Number or official ETR invoice. - Share Defect Photos/Video: Send a quick photo or brief video demonstrating the factory defect or damaged component.
- Fast Replacement: For Nairobi clients, our technician visits your premises to repair or deliver a replacement unit. For countrywide orders, we organize expedited parcel swap.
4. Showroom Inspection & Drop-off
Clients are also welcome to bring any defective item or exchange unit directly to our physical showroom on Mombasa Road (Opposite Imara Daima Estate, Nairobi) during business hours (Monday – Saturday, 8:00 AM – 6:00 PM).
Need Help with an Order or Return Request?
Our Nairobi customer support team is available Monday – Saturday, 8:00 AM – 6:00 PM.