Refund and Returns Policy

Overview

Kindly note that all refunds / exchanges are eligible only if they are raised with us within 48 hours from the date of delivery to customercare@bobmilgroup.com or ecommerce@bobmil.com

*Cancellations requested after an order has been shipped will be subject to return shipping costs charged to the customer.

The return shipping cost is calculated based on order details.

Requesting a return or exchange

Returns or exchanges apply to defective, wrong product or damaged items only. No unauthorized returns are permitted. Instead, you must contact Bobmilgroup Customer Service (customercare[at]bobmilgroup.com) to obtain a Return Service Order (RSO) number before returning any product to us.  Your authorized return must be received by us within 72 hours. 

Once your authorized and inspected return has been received by us in appropriate condition, we shall arrange to reimburse / exchange the item (less any return shipping/delivery fees). 

Unauthorized returns will be dealt without any further reference.  

Kindly inspect the delivery items thoroughly before receiving your order to avoid unnecessary return charges to you as per our returns policy.

To complete your return, we require a receipt or proof of purchase (Original Invoice)  and Guarantee Card (If applicable) 

Mattresses / Bedding

All mattresses may be returned or exchanged within 72 Hours of delivery at your own cost and shall attract an administrative fee of Kes 2,500.

*Exceptions that can affect this may include the condition of the mattress, no original invoice copy, no guarantee card (where applicable), expiration of the return period, no original packaging or tags etc.

*Bedding items must be returned un-opened in original condition, it otherwise will be subject to a restocking fee applied.  

Damages & Defects

In the rare event that your item arrives damaged, we will make every effort to resolve this for you by assisting you with a return and or sending a replacement. For scheduled deliveries, you must notate any damages on the delivery receipt or refuse the shipment at the time of delivery. Any visible imperfections to the packaging or the item itself must be recorded on the delivery receipt when signing for acceptance.

If your item is delivered damaged but delivery was unscheduled and you were not present at the time of delivery, simply report any damages right away and we will assist you resolving this. All damages must be reported in a timely manner, so please be sure to inspect your shipment and save all original packing materials just in case.

Delivery Damage Disclaimer

Please inspect the contents and condition of delivery before signing and accepting shipment. If you notice any damage that has occurred during transit, please note the damage on the delivery bill and refuse shipment. Please contact us immediately by phone call or email to notify us, and we will arrange for a replacement to be sent right away.

Refund timing

Qualified refunds are issued to the original method of payment within approximately 30 days. 

Disclaimer*

It is always advisable to be sure of your mattress size and the feel that you are looking for. If you are unsure, kindly visit our showroom on Mombasa Road (Nairobi), Meru and at the Coast. 

Need help?

Contact us at {customercare[at]bobmilgroup.com} for questions related to refunds and returns.