Refund and Returns Policy

Last updated: 21 October 2026

We make our lamps by hand in our workshop at Riverside, Kenyatta Road, Kiambu, and we want you to be happy with yours. This policy explains what happens if something isn’t right.

If your lamp arrives damaged, faulty or not as described

Please inspect your lamp when it arrives, and contact us within 48 hours of delivery on WhatsApp (0726796860) or email (syimilightingke@gmail.com) with your name, phone number and clear photos or a short video of the problem. Filming as you open the box helps us settle claims quickly.
If the lamp was damaged in transit, has a fault, or is not what we described or showed on our website, we will either replace it or refund you in full, whichever you prefer, including the delivery cost you paid for that order. We will arrange and pay for the return or collection of the faulty item.
Refunds are sent by M-Pesa to the number you paid from, or to another number you give us, within 5 working days of us agreeing to the refund.

If you change your mind (ready-to-ship lamps only)

You may return a lamp from our ready stock within 48 hours of delivery if it is unused and undamaged, and the shade is still clean and unmarked. Fabric marks easily and can’t be restored to as-new condition, so we inspect the shade carefully when a lamp comes back. Please use the gloves we include whenever you handle it.
Contact us before sending anything back. You pay the return delivery cost, and original delivery charges are not refundable.
Once we receive and inspect the lamp, we will refund the price of the lamp by M-Pesa within 5 working days. If the lamp has been used or damaged, or the shade is soiled, marked or stretched, we may deduct the cost of repair or replacement, or decline the return.

What we can’t take back

Lamps made to order or customised for you (for example a special size, finish or height), unless they are faulty or not as described.
Lamps that have been used, modified, or damaged after delivery, including shades that have been soiled or marked after unboxing.

Natural variation

Wood is a natural material. Grain, colour and small marks differ from piece to piece, and no two handmade lamps are identical. This is part of the character of the product and is not a defect.

Your legal rights

Nothing in this policy limits your rights under Kenyan consumer protection law. If we can’t resolve a complaint, you may contact the Competition Authority of Kenya.