Return & Exchanges

I. Shipping and Delivery

A. Processing Times

Standard Orders: All orders are processed within 2–3 business days (Monday – Friday).

Tracking: You will receive a phone call via our customer experience personnel once your order has been dispatched.

B. Delivery Times (Nationwide)

Standard Delivery: Delivery is typically completed within 3-4 working days inside Lagos and 5–7 working days outside Lagos, from the dispatch date.

Bulk/Made-to-Order Items: Delivery takes 7–10 business days, depending on the production location and item type (e.g., custom furniture, large mattress orders).

C. Important Shipping Notes

Delivery Days: Orders are delivered Monday – Friday. We do not offer weekend or public holiday delivery. However, clients can pick up from our physical store locations as an alternative option.

Delays: Esorae Home is not responsible for delays caused by courier services or other third parties beyond our control.

II. Returns and Exchanges

Your satisfaction is our priority. We accept returns for unused and undamaged items subject to the terms below.

A. Eligibility & Return Window

Condition	Requirement
Return Window	Items must be returned within 7 days of the purchase or delivery date.
Product Condition	Items must be unused, unwashed, and undamaged.
Packaging	All items must be in their original packaging with all seals, tags, and accessories intact and in a re-sellable condition.
Proof	Clear photos of the item and its packaging are required to process a return request.

B. Initiation and Process

1. Contact Us: To initiate a return, please contact Customer Care at [email protected] with your order number, reason for return, and required photographic evidence.
2. Approval: Upon approval, we will provide you with the next steps for returning the product.
3. Inspection: Once the item is received and inspected, we will notify you of the approval or rejection of your refund/exchange request.

C. Refunds and Exchanges

Exchange First: We prioritize an exchange for a similar or alternative item.

Refund: Refunds will only be processed if an exchange is not possible, and will be issued to your original method of payment.

Sale Items: Only regular-priced items may be refunded or exchanged. All Sale, Clearance, or Final Sale items cannot be returned or refunded.

D. Exceptions (Non-Returnable Items)

We cannot accept returns on items that are:

Requested after the 7-day return window.

Washed, used, worn, or missing original packaging/tags.

Damaged due to customer handling, misuse, or improper storage.

Final Sale, Clearance, or Open Box items.

Note: Minor color discrepancies due to screen variation are not considered a defect.

E. Charges and Liability

Return Shipping: The customer is generally responsible for the return shipping costs, unless the item received was incorrect or defective due to an Esorae Home error.

Handling Fee: A 5% handling fee may be deducted from the value of the refund or exchange item for non-defective returns.

III. Defects and Incorrect Orders

A. Manufacturer Defects

If you receive an item with a clear manufacturing defect, you must contact us within 7 days of delivery.

We will cover the return shipping cost and issue a free replacement, provided the product is returned in its original, unused condition and packaging.

B. Incorrect Items Received

If you received the wrong item, contact us within 7 days of delivery.

We will provide a prepaid return label and ship the correct item to you upon receipt of the incorrect product.