Refund policy

Return and Refund Policy

At Prompt Supply, customer satisfaction is at the heart of everything we do. Each furniture piece is designed and manufactured with great care, precision, and attention to detail. Before dispatch, all products are thoroughly inspected to ensure they meet our quality standards.


We understand that sometimes, situations may arise where customers wish to request an exchange or report an issue. The following terms outline how such situations are handled clearly and fairly.


1. No Refund Policy

All purchases made through Prompt Supply are final.
 Once an order is confirmed and payment has been processed, refunds cannot be issued under any circumstance, including for reasons such as:

  • Change of mind after purchase

  • Wrong measurement or size selected by the customer

  • Color variation caused by lighting or screen display differences

  • Delay caused by third-party couriers or customer unavailability for delivery

Furniture production and logistics involve significant preparation, packaging, and handling costs. Therefore, we do not provide refunds once the order is confirmed.
 We strongly encourage customers to review all product details — including dimensions, color finishes, and material specifications — before completing a purchase.


2. Exchange Policy

We value customer satisfaction and offer an exchange option under specific conditions:

  • The exchange request must be made within 48 hours of delivery.

  • The product must be unused, unassembled, and in its original condition with all labels, accessories, and packaging intact.

  • Exchanges are accepted only for items of equal or higher value (in which case, the customer pays the difference in price).

  • The customer is responsible for all transportation, re-delivery, and handling costs related to the exchange, unless the exchange is a result of a confirmed error from Prompt Supply.

Please note: Exchange is subject to stock availability. If the requested item is out of stock, we may offer an alternative of similar value.



3. Damaged or Defective Products

Your satisfaction and confidence in our brand are important to us.
 If a product arrives damaged, defective, or incomplete, please contact our support team within 24 hours of delivery.

  • If the damage occurs during transportation or assembly by Prompt Supply, we will repair or replace the affected item at no additional cost.

  • If the damage is caused by mishandling or improper use by the customer, the cost of repair or replacement will be the responsibility of the customer.

Customers are required to provide clear photos or videos of the damaged part and the packaging to help us assess the issue promptly.

4. Custom and Made-to-Order Items

All customized, made-to-measure, or special order furniture cannot be returned or exchanged once production has begun.
 These items are created based on individual specifications (such as size, material, and color), and therefore are non-refundable and non-exchangeable.

If a custom order is delayed due to unforeseen production circumstances, our team will notify you immediately and provide an updated delivery timeline.

5. Cancellation Policy

Orders can only be cancelled within 24 hours of placement — and only if the product has not entered the production or packaging stage.
 Once production begins or the product is dispatched, cancellation will not be possible, and the order will be treated as confirmed.

6. Return Conditions

To ensure an exchange is approved, the following conditions must be met:

  • The product must not show signs of use, modification, or damage.

  • The product must include all original accessories, manuals, and packaging materials.

  • The product must be returned in the same condition it was delivered.

Any item returned that does not meet these requirements will be declined and sent back to the customer.

7. Exchange Procedure

To initiate an exchange, please follow these steps:

  1. Contact our Customer Support Team within 48 hours of receiving your order.

  2. Provide your order number, proof of purchase, and photos or videos of the product (if damaged or defective).

  3. Our team will evaluate your request and inform you of the next steps within 2–3 working days.

  4. Once approved, arrangements will be made for pick-up and delivery of the replacement item (where applicable).

8. Contact Information

For all return, exchange, or damage-related inquiries, please reach out to us:

Prompt Supply Customer Support
  Email: shop.promptsupply2011@gmail.com
  Phone: +256 742599065
  Working Hours: Monday – Saturday, 9:00 AM to 6:00 PM
  Mail : shop.promptsupply@gmail.com

9. Final Rights

Prompt Supply reserves the right to:

  • Accept or reject exchange requests if products fail to meet the stated conditions.

  • Update or modify this policy at any time to align with business operations and consumer protection guidelines.

By completing a purchase from Prompt Supply, you agree to all terms and conditions listed in this Return and Refund Policy.