Scope
This policy covers hardware and construction-material products purchased from Mart Designs. Interior design and construction services are handled separately as described under “Services, deposits, and quotes” below.
Return eligibility
Eligible product return requests must be made within 3 days from delivery. Items must be unused, in their original packaging, and accompanied by proof of purchase. Contact us before sending an item back so we can review your request and provide return instructions.
Non-returnable items: Custom-cut, special-order, used or installed items are not returnable.
Damaged or incorrect items
If an item arrives damaged or is not what you ordered, report it within 24 hours of delivery. Send your order details and clear photos of the item and its packaging to johnstonorigination@gmail.com or contact us on WhatsApp using the link at the end of this page. We will review the information and contact you about the next steps.
Refund method and timing
Approved refunds for product orders will be paid to the customer's M-PESA number within 5 business days after approval. We will confirm the details needed to process the refund with you.
Return delivery costs
Responsibility for return delivery costs: the customer. Contact us for instructions before arranging or paying for a return delivery.
Order cancellations
To request cancellation, contact us as soon as possible before your order is dispatched. We will confirm whether cancellation is possible based on the order's status. Once dispatched, contact us to discuss the return process under this policy.
Services, deposits, and quotes
Interior design and construction services, including any deposits and quote terms, are handled separately from hardware product returns. Service deposit, cancellation, and refund terms: A deposit of 20% is required to begin design or construction work. Deposits are non-refundable once work or material purchases have started. Quotes are valid for 30 days. Cancellations before work begins receive a refund of the deposit less any costs already incurred (such as site visits or special-order materials). Any change to the agreed scope will be quoted and approved in writing before work continues.. Please refer to the applicable written service agreement or quote and contact us with questions before making a payment.
How to start a refund request
Contact us through the Contact page, email johnstonorigination@gmail.com, or WhatsApp. Include your order number, the item or service concerned, and a short explanation. For a damaged or incorrect product, include clear photos.
Contact us
For questions about this policy or to contact Mart Designs, reach us using any of the options below.