Last Updated: 19 August 2026
At Ololo Handmade Furniture, every piece is handcrafted individually by our skilled fundis. Our furniture is made using natural timber, meaning every piece has its own character, grain, colour and texture.
We want you to be happy with your purchase. This Return Policy explains when a product may be returned, replaced or otherwise resolved.
1. Made-to-Order & Custom Furniture
Many Ololo pieces are handcrafted or made to order. Because these products may be produced specifically for an individual customer, cancellations, returns or exchanges may not be possible once production has started.
Custom furniture made according to customer-approved dimensions, specifications, materials or designs is generally non-returnable unless the product arrives damaged, materially differs from the agreed specifications, or has a manufacturing defect.
Customers should confirm all measurements and specifications before approving a custom order.
2. Damaged or Incorrect Items
If your furniture arrives damaged, materially different from what was agreed, or with a significant manufacturing defect, please contact us as soon as possible.
When contacting us, please provide:
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Your name and order details;
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A description of the issue;
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Clear photographs of the furniture and the relevant damage or defect; and
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Photographs of the packaging where relevant.
We will assess the issue and determine the appropriate resolution.
Depending on the circumstances, the resolution may include repair, replacement, correction of the item or another appropriate remedy.
3. Natural Timber Characteristics
Ololo furniture is made from natural timber. Variations in grain, knots, colour, texture and other natural characteristics are expected.
Timber may also naturally change in appearance over time due to exposure to light, temperature and environmental conditions.
These characteristics are part of the nature of handcrafted wooden furniture and are not considered defects.
4. Change of Mind
Due to the handcrafted and made-to-order nature of our furniture, change-of-mind returns may not be accepted, particularly for custom or personalised pieces.
Before placing an order, customers are encouraged to carefully review the dimensions, materials, finish, design and other specifications.
5. Return Conditions
Where a return has been approved, the product must generally:
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Be in the condition in which it was delivered;
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Not have been intentionally damaged or improperly used;
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Not have been modified by the customer;
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Be available for inspection where required; and
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Be returned in accordance with the instructions provided by Ololo Handmade Furniture.
6. Return Collection
Where a return is approved, Ololo Handmade Furniture will advise the customer how the product should be returned or collected.
Depending on the reason for the return, collection or transportation costs may be the responsibility of either Ololo Handmade Furniture or the customer.
7. Refunds
Where a refund is approved, the refund method and timeframe will be communicated to the customer at the time the return is resolved.
Refunds may be subject to applicable payment-provider processing times.
8. Exchanges
Exchanges may be considered where an item is defective, damaged or materially incorrect.
An exchange may not be available for custom-made furniture or products manufactured specifically according to a customer’s requirements.
9. How to Request a Return
To request a return or report an issue with an order, contact Ololo Handmade Furniture using the contact details provided on our website.
Please include your order details, photographs and a clear description of the issue so that we can assess your request efficiently.
10. Consumer Rights
Nothing in this Return Policy is intended to remove or restrict any rights you may have under applicable Kenyan consumer protection laws.
11. Contact Us
Ololo Handmade Furniture
Nairobi, Kenya
Website: ololofurniture.cchora.com