EastMatt

At Eastleigh Mattresses Ltd ("Eastmatt"), we value our customers and are committed to providing high-quality products and services. This Refund Policy outlines the conditions under which refunds, returns, or exchanges may be issued for products purchased through our website (https://www.eastmatt.com) or in-store. By making a purchase, you agree to the terms outlined below.

Refunds may be granted under the following conditions:

Damaged or Defective Products
- If a product you receive is damaged, defective, or does not match its description, you are entitled to a full refund or replacement.
- Damaged or defective items must be reported and returned within 48 hours of purchase and/or delivery.
Incorrect Items
- If you receive the wrong product, please notify us within 48 hours of receipt. We will arrange for the return and replacement or issue a refund if the item is unavailable.
Non-Perishable Goods
- Refunds or exchanges are allowed for unopened and unused non-perishable goods in their original packaging, provided the request is made within 7 days of purchase and/or delivery.
Perishable Goods
- Due to the nature of perishable goods (e.g., fresh produce, dairy, and meat), refunds or exchanges will only be issued if the items are found to be spoiled or defective upon delivery and/or purchase.
Promotional Items
- Items purchased during a promotion or sale may only be eligible for an exchange and not a full refund unless expressly stated otherwise at the time of purchase and/or delivery.

The following items are not eligible for refunds or exchanges:

Gift cards and vouchers.
Opened or used personal care items, cosmetics, and hygiene products (unless defective).
Products marked as "final sale."
Items that are not in their original condition or have some missing parts for reasons not due to our error.

In-Store Purchases
- For items purchased in-store, please return the product to the original store with your receipt and proof of purchase.
Online Purchases
For items purchased via our website:
- Contact us at support@eastmatt.com or call 0111 999 497 within the applicable time frame.
- Provide proof of purchase (order number and receipt) and photos of the product (if damaged or defective).
- Once approved, we will arrange for the return or refund process.
Refund Timeline
- Approved refunds will be processed within 7–14 business days via the original payment method. For mobile payment methods (e.g., M-Pesa), refunds will be processed directly to your mobile wallet.
Return Fees
- Return shipping fees (if applicable) are non-refundable, except in cases where the return is due to our error (e.g., incorrect or defective items).

Exchanges are allowed for eligible products within 7 days of purchase or delivery, subject to stock availability. If the replacement item is unavailable, we may offer a refund.

We aim to ensure customer satisfaction and handle all refund and return requests with integrity. If you experience any issues, our customer service team is here to help resolve them efficiently.

For questions or concerns about this Refund Policy, please contact us at:

Email: support@eastmatt.com
Address: Lokitaung Road, Industrial Area, Nairobi, Kenya

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