Buyer Protection

Last updated: May 2026  |  Effective: 1 January 2025

At Furnostyles, every purchase you make is backed by our Buyer Protection Policy. We are committed to ensuring your shopping experience is safe, fair, and transparent.

1. Coverage & Eligibility

Buyer Protection applies to all transactions processed through the Furnostyles Platform where payment was made via an accepted payment method (M-Pesa, bank transfer, card, PesaPal, or Airtel Money). Coverage is valid for 14 days from confirmed delivery or service completion.

The following are covered:

• Furniture and product purchases through the Furnostyles Marketplace.
• Materials and hardware orders.
• Paid service bookings (interior design, repairs, installation).
• Sourcing and secondhand purchases facilitated through the Platform.

2. How to Raise a Buyer Protection Claim

If your order qualifies for Buyer Protection, follow these steps:

1. Contact the vendor first: Use the Platform messaging system to inform the vendor of the issue. Allow 48 hours for a response.
2. Escalate to Furnostyles: If unresolved after 48 hours, contact us at furnostyles@gmail.com or via WhatsApp at +254 713 639 205 with your order number, description of the issue, and supporting evidence (photos, screenshots).
3. Investigation: Our team will review the claim within 3–5 business days and contact both parties.
4. Resolution: We will issue a refund, replacement, or service credit as appropriate.

3. Refunds Under Buyer Protection

Where a Buyer Protection claim is upheld, Furnostyles will:

• Issue a full refund to your original payment method within 7–14 business days, or
• Arrange a replacement product or service re-delivery, or
• Issue a Furnostyles store credit at your preference.

Refund timelines depend on your payment provider. M-Pesa reversals typically take 1–3 business days; bank transfers 3–7 business days.

4. What Is Not Covered

• Transactions made outside the Furnostyles Platform (e.g., directly contacting a vendor and paying them personally).
• Change of mind after delivery (see our Return Policy for voluntary returns).
• Claims raised more than 14 days after confirmed delivery.
• Damage caused by the buyer after delivery.
• Custom-made or bespoke orders that match the agreed specification.
• Minor cosmetic variations within acceptable manufacturing tolerances.

5. Verified Vendor Accountability

All vendors on the Furnostyles Marketplace undergo a verification process before listing. Vendors who fail to honour Buyer Protection resolutions face:

• Temporary suspension of their listing privileges.
• Permanent de-listing for repeated violations.
• Recovery of refund amounts from vendor payouts where applicable.

6. Fraud Prevention

We monitor all transactions for signs of fraud. If you suspect fraudulent activity on your account or payment, contact us immediately. Always make payments through the official Furnostyles Platform and never transfer funds directly to a vendor outside the Platform to maintain your protection coverage.

Related: Return Policy  |  Dispute Resolution  |  Warranty Policy  |  Terms of Service