Dispute Resolution Policy
Furnostyles is committed to fair and efficient resolution of disputes between buyers and vendors. This policy outlines the steps, timelines, and outcomes of the dispute process.
1. When to Use This Policy
This policy applies when:
- A buyer has not received an ordered product or service within the promised timeline.
- A product received is significantly different from the listing description.
- A delivered item is damaged or defective and the vendor has not responded.
- A paid service was not performed as agreed.
- A vendor has refused a valid return or warranty claim.
- A payment was charged but no order was processed.
For straightforward returns and refunds, please first refer to our Return Policy and Buyer Protection Policy.
2. Dispute Resolution Process
Direct Resolution (Days 1–2)
Contact the vendor directly through the Platform messaging system and describe the issue clearly. Most disputes are resolved at this stage. Allow the vendor at least 48 hours to respond.
Escalate to Furnostyles (Days 3–5)
If the vendor does not respond within 48 hours or refuses to resolve the issue, escalate to Furnostyles by emailing furnostyles@gmail.com or messaging us on WhatsApp at +254 713 639 205. Include:
- Your full name and order/booking reference number.
- A clear description of the dispute.
- Supporting evidence: photos, screenshots, receipts, and communication records.
Furnostyles Investigation (Days 5–10)
Our Dispute Resolution team will review all submitted evidence, contact both parties, and may request additional information. We aim to issue a resolution decision within 5–10 business days of receiving a complete dispute submission.
Resolution Decision
Furnostyles will issue a binding resolution which may include: a full or partial refund to the buyer, a replacement product or re-service, a credit note, or dismissal of the claim with explanation. Both parties will be notified in writing.
Appeal (within 7 days of decision)
Either party may appeal the decision within 7 days by submitting new evidence not previously considered. Appeals are reviewed by a senior Furnostyles representative. The appeal decision is final within the Furnostyles process.
3. Dispute Outcomes
- Refund to buyer: Issued within 7–14 business days to the original payment method.
- Replacement: Arranged within 5–10 business days of the resolution decision.
- Re-service: Scheduled within 5 business days.
- Vendor penalty: Vendors found at fault may face suspension, de-listing, or recovery of refund amounts from future payouts.
- Dismissed claim: If insufficient evidence supports the buyer’s claim, the dispute will be dismissed with a written explanation.
4. Conduct During Disputes
Both parties are expected to engage respectfully and in good faith throughout the dispute process. Harassment, threats, or abusive language towards Furnostyles staff, vendors, or other parties will result in immediate dismissal of the dispute and possible account suspension.
5. Unresolved Disputes & Legal Recourse
If a dispute cannot be resolved through the Furnostyles internal process, either party may seek resolution through the relevant Kenyan consumer protection authority or the courts of Kenya. Furnostyles will cooperate fully with any official investigations or legal proceedings.
Submit a Dispute
Furnostyles Luxe Designs
Kasarani Mwiki Road, Hunters, Kasarani, Nairobi, Kenya
Phone: +254 713 639 205
Email: furnostyles@gmail.com
WhatsApp: Chat with us