Refund and Returns Policy

Easy Returns. Free Exchanges. Risk-Free Shopping.

At Luxeman Collections, we are committed to ensuring your satisfaction with every purchase. Our returns and refund policy is designed to be as straightforward and hassle-free as possible. Please review the details below to understand your rights and our procedures.

1. Return and Exchange Window

You have 7 days from the date of purchase to initiate a return or exchange. Unfortunately, if 7 days have passed since your purchase was delivered and you haven’t requested a return or exchange, we cannot offer a refund or exchange.

2. Eligibility Criteria for Returns

To qualify for a return, the following conditions must be met:

Correctness: Customers both within and outside Nairobi can return items if the wrong product was delivered. The cost of return will be covered by Luxeman Collections.
Condition: The item must be unused, in the same condition as when you received it, and must include all original packaging.
Frequency: Each item is eligible for return and exchange only once. We cannot exchange the same item in an order more than once.
Exclusions: Some items are non-returnable, including:
- Underpants (boxers and briefs) and undershirts (vests)
- Intimate or sanitary goods
- Gift cards
- Select health and personal care items, such as body lotions

3. Refund

To qualify for a refund, the following conditions must be met:

A refund can be issued under: a) The product is defective or damaged upon delivery after being paid for upfront. b) The defect or damage mentioned in (a) must be reported within the first 24 hours of receiving the item.
No refund will be issued for items delivered by a rider and confirmed by the customer to be correct and in good condition upon delivery.
No refund will be issued for items that are not in their original condition, are damaged, or missing parts for reasons not due to our error.

4. Refund Process

Once we receive and inspect your returned item, we will notify you via email regarding the status of your refund:

Approval: If approved, your refund will be processed, and the funds will be transferred to your M-Pesa account or original payment method within 3 business days.
Rejection: If your return is rejected, we will inform you of the reasons.

5. Late or Missing Refunds

If you do not receive your refund within 2 working days, please contact us immediately:

Phone/WhatsApp: 0794 135 598
Email: info@luxemancollection.co.ke

6. Sale Items

Only regular-priced items are eligible for refunds. Sale items or items purchased with extra coupon codes are non-refundable.

7. Exchanges

We offer exchanges under the following conditions:

Defective or Damaged Items: If your item is defective or damaged, we will exchange it for the same item.
Fit Issues: If your item does not fit as expected, you can exchange it for a different size of the same item, provided the exchange request is made within 7 days.
Allowed Duration: The return and exchange process must be settled within two weeks of requesting an exchange.

Note: Exchanges are limited to the same item in a different size or color. You cannot exchange an item for a different product (e.g., exchanging a shirt for pants).

8. Order Cancellations

You may cancel your order and request a full refund if you change your mind. However, please note that cancellations are only possible before the order has been shipped. Once the order has been dispatched, it is no longer eligible for cancellation, and our standard returns and refund policy will apply.

To cancel an order, please contact us as soon as possible to ensure your request is processed promptly.

9. Gifts

If you received an item as a gift:

Gift Credit: If the item was marked as a gift and shipped directly to you, you will receive a gift credit for the value of your return.
Standard Purchase: If the item wasn’t marked as a gift, or the gift giver had the order shipped to themselves, we will send a refund to the gift giver.

10. Shipping Returns

To initiate a return, please contact us for the return address. You are responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable, and the cost of return shipping will be deducted from your refund.

For high-value returns, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of your returned item.