Returns & Refunds

Our Returns Policy

At Eagle Furniture Ngara, we are committed to providing quality furniture and excellent customer service.

If you receive an item that is damaged, defective, incorrect or materially different from what you ordered, please contact us as soon as possible so that we can review and resolve the issue.

1. When Can You Request a Return?

A return or replacement request may be considered where:

• The furniture arrives damaged.
• The product has a manufacturing defect.
• You receive a product different from the one you ordered.
• Important parts or components are missing.
• The product has a significant quality issue covered by an applicable warranty.

2. Damaged Furniture

We encourage customers to inspect furniture at the time of delivery whenever possible.

If you notice visible damage, please inform our delivery team and contact us promptly with clear photographs or videos showing the issue.

Our team will assess the situation and determine the appropriate solution, which may include repair, replacement or another agreed resolution.

3. Custom-Made Furniture

Custom and bespoke furniture is produced according to the customer's approved specifications.

Because these products are made specifically for an individual customer, they may not be eligible for return simply because the customer changes their mind after production has begun.

Customers should carefully confirm dimensions, colours, fabrics, designs and other specifications before production begins.

4. Incorrect Product

If you receive a product that is different from what you ordered, please contact us immediately.

We will review the order details and, where the error is confirmed, work with you to arrange an appropriate replacement or resolution.

5. Items That May Not Qualify for Return

The following situations may not qualify for a return or refund:

• Change of mind after a custom order has entered production.
• Damage caused by misuse or improper handling.
• Damage caused after delivery by the customer or a third party.
• Normal wear and tear.
• Unauthorized modifications or alterations.
• Minor variations in colour, texture or natural wood grain.

6. Refunds

Where a refund is approved, the applicable refund amount and method will be communicated to the customer.

Refunds may be subject to deductions where applicable charges have already been incurred, subject to the circumstances of the order and applicable consumer protection requirements.

Refund processing times may vary depending on the payment method used.

7. Replacements & Exchanges

Where an approved return involves a defective, damaged or incorrect item, we may offer a replacement or exchange where appropriate.

Replacement products may be subject to availability and production timelines.

8. Return & Delivery Costs

Where an issue is confirmed to have resulted from our error or a covered product defect, we will discuss the appropriate arrangements for collection, repair or replacement.

Where a return is requested for reasons outside our responsibility, applicable transportation or handling costs may apply.

9. How to Request a Return

To request a return, replacement or refund, please contact our team and provide:

• Your name and contact details.
• Order or purchase information.
• Description of the issue.
• Clear photographs or videos where applicable.

10. Warranty Claims

Some products may come with a specific workmanship or product warranty.

Warranty coverage, duration and exclusions may differ depending on the product and will be communicated where applicable.

11. Policy Updates

Eagle Furniture Ngara may update this returns policy from time to time to reflect changes in our services, procedures or applicable requirements.