Introduction

Thank you for shopping with Elsa Households.

We really appreciate that you picked us. We try to make sure every product that leaves our store is something you’ll enjoy having at home. Still, every so often, something might not turn out the way it should. When that happens, we’ll fix it — whether that means repairing, replacing, or refunding it.

This policy covers all orders made through www.elsahouseholds.com, within Kenya.

1. When You Can Return an Item

If something you bought shows up damaged, isn’t what you expected, or just doesn’t work the way it should, please let us know. We’ll take a look and help figure out the best fix — a replacement, repair, or refund.

Your order comes with one year manufacturing warranty from the day you buy it, as long as the issue isn’t from misuse or an outside repair.

Try to contact us within seven days after getting your order if you want to start a return.

When returning, please make sure the item is unused, still in its original box, and includes all the bits that came with it. That is, manuals, parts, or accessories.

2. Conditions for a Return

For a full refund or swap, everything that came with the product needs to come back too. That is, packaging, extras, the lot.
We can’t take returns if an item was damaged from rough handling or fixed somewhere else.

You’ll also need proof that you got the product from us — your receipt, email order, or anything official from Elsa Households will do.

3. How to Send It Back

Step 1 – Reach Out
Before sending anything, talk to us first.
Email: info@elsahouseholds.com
Call or text: +254 782 451 401

Tell us what’s wrong and share your order number. If you can, include a photo or short video, it helps us see the problem faster.

Step 2 – We Review It
Once we get your message, we’ll go through the details. Sometimes we might need a bit more info before giving the green light.

Step 3 – Get the Go-Ahead
If your return is approved, we’ll tell you how to send the product back.
Please don’t ship anything until we’ve confirmed it, unapproved returns might not go through.

Step 4 – Sending the Item
Usually, you’ll pay to send it back. But if we sent the wrong thing or it’s faulty, that’s on us. We’ll cover the cost.
Shipping fees from your first order aren’t refunded unless we made the mistake.

Step 5 – Refund or Replacement
After we get your return and check it, we’ll either:

• Fix the item,

• Swap it for another, or

• Send your money back.

Getting Your Refund
Refunds go back to the same payment method you used. That is, Visa, Mastercard, M-Pesa, or Airtel Money. It usually takes about 7 to 14 days after approval.

4. What Can’t Be Returned

Some items can’t come back unless they arrived damaged or faulty. These include:

• Custom or made-to-order items.

• Products damaged from misuse, accidents, or changes done outside Elsa Households.

5. Final Word

We always want you to enjoy shopping with us. If something goes off track, don’t stress — just reach out and we’ll make it right as best we can.

6. Contact Us

Elsa Households
 Email: info@elsahouseholds.com
 Phone: +254 782 451 401
Address: Eaton Place, UN Cres Avenue, Nairobi – Kenya