No products in the cart.
Our refund and returns policy applies to orders placed in Kenya and is valid for 30 days from the date of delivery. If 30 days have passed since your purchase, we are unable to offer a refund or exchange.
- Returns and exchanges are accepted for new products only.
- Both defective and non-defective items are eligible for return, provided they meet the conditions below.
- Returned items must be unused, in their original condition, and in the original packaging.
The following items are not eligible for return or exchange:
- Perishable goods such as food, flowers, newspapers, or magazines
- Intimate or sanitary goods
- Hazardous materials or flammable liquids or gases
Additional non-returnable items include:
- Gift cards
- Downloadable software products
- Certain health and personal care items
To complete any return or exchange, a valid receipt or proof of purchase is required.
Partial refunds may be granted in the following cases:
- Items showing clear signs of use
- Opened CDs, DVDs, VHS tapes, software, video games, cassette tapes, or vinyl records
- Items not in their original condition, damaged, or missing parts not due to our error
- Items returned after 30 days from delivery
If you change your mind after purchase, you may return the item within 30 days as long as:
- The product is new and unused
- It is returned in original packaging
Once received and inspected, an approved refund will be issued to the original payment method within 10 days.
If an item is found to be faulty due to a manufacturing defect, please contact us within 30 days of delivery.
We may request photos or a brief description to confirm the issue. Once approved, you may choose between a replacement, exchange, or refund. Return shipping is free.
If your item arrives damaged, notify us within 48 hours of delivery by emailing info@lux-interiors.co.ke
with photos of the damage and the packaging.
Once verified, we will arrange a replacement, exchange, or refund at no cost to you.
If you receive an incorrect item, please contact us within 7 days of delivery. We will arrange the return of the incorrect product and ensure the correct item is sent or issue a refund if preferred.
If your order has not arrived within the expected delivery timeframe, please contact us as soon as possible. We will investigate with the courier and, where applicable, arrange a replacement or refund.
If you wish to cancel an order after it has been placed, please contact us immediately.
- If the order has not yet been processed or shipped, we will cancel it and issue a full refund.
- If the order has already been shipped, it will be treated as a return and must be sent back using the prepaid return label once received.
- Contact Us
Email info@lux-interiors.co.ke within 30 days of receiving your order. Please include your order number, proof of purchase, and the reason for the return or exchange. - Approval
Once your request is reviewed and approved, we will confirm the return instructions. - Prepare the Item
Ensure the product is unused, in original condition, and properly packaged. - Return by Mail
Use the prepaid return label included in your original package and mail the item to: BiHi Towers, Nairobi, Kenya
Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund.
Approved refunds will be processed to your original payment method within 10 days.
There are no restocking fees.
If you haven’t received your refund after approval:
- Check your bank account again.
- Contact your card issuer or payment provider, as processing times may vary.
- Contact your bank for further confirmation.
If the issue persists, please contact us at info@lux-interiors.co.ke
Sale items are eligible for returns and refunds within the 30-day window, subject to the same conditions as regular-priced items.
We accept exchanges for both defective and eligible non-defective products, provided the item is new and returned within 30 days.
If you would like to exchange an item, email info@lux-interiors.co.ke with your order details and reason for exchange. Approved exchanges should be returned by mail using the prepaid return label.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
- Returns are accepted by mail only.
- A free prepaid return label is included in your original shipment.
- We recommend keeping your drop-off receipt until the return is completed.
- We are not responsible for returns lost in transit without valid tracking.
Lux-Interiors
Address: BiHi Towers, Nairobi, Kenya
Email us at info@lux-interiors.co.ke
Phone: