Refund policy

Return, Refund and Exchange Policy

Last updated: 24 October 2026

At Luvly Household Collections, we want you to be satisfied with your purchase. If you receive a defective product or change your mind about an item, you may request a return, refund or exchange in accordance with the terms outlined below.

This policy applies to purchases made through https://luvlyhouseholdcollections.co.ke and covers customers in Kenya.

1. Return Eligibility

We accept returns for both defective and non-defective products, subject to the following conditions:

Return requests must be made within 4 days of receiving your order.
Products must be new, unused and in their original condition.
Where possible, products should be returned with their original packaging, accessories and proof of purchase.
Customers must contact us before returning any product to receive instructions on how to proceed.

Products that have been used, damaged after delivery or returned in a condition that does not meet the eligibility requirements may not qualify for a change-of-mind return. This does not limit any rights customers may have under applicable consumer protection laws.

2. Defective or Incorrect Products

If you receive a defective, damaged or incorrect product, please contact us within 4 days of delivery.

Please provide your order details and, where possible, photographs or videos showing the issue. We will review your request and advise you on the appropriate resolution.

Depending on the circumstances, the resolution may include a replacement, exchange, repair or refund, in accordance with applicable consumer protection laws.

3. Exchanges

We accept exchanges for eligible products.

To request an exchange, contact our customer support team within 4 days of receiving your order. The product must be new, unused and in its original condition.

Exchanges are subject to product availability. If the requested replacement is unavailable, we will discuss the available options with you.

4. How to Return a Product

Customers may return eligible products through either of our designated drop-off locations:

Kenya Cinema
3rd Floor, Suite 3-1D, Nairobi, Kenya.

Sasa Mall
3rd Floor, Suite C6, Moi Avenue, Nairobi, Kenya.

Before visiting either location, please contact our customer support team to confirm the return arrangements.

Please include your order number or proof of purchase when returning an item.

5. Return and Restocking Fees

We do not charge a restocking fee for eligible returns.

Any delivery or transportation costs associated with returning a product should be confirmed with our customer support team before the return is arranged. Where a product is defective, damaged or incorrectly supplied, we will advise you on the appropriate return arrangements.

6. Refunds and Processing Time

Once your returned product has been received and inspected, we will notify you of the outcome of your refund request.

Approved refunds will be processed within 7 days of approval. The time it takes for the refunded amount to appear in your account may depend on your bank, mobile money provider or original payment method.

Refunds will generally be issued using the original payment method where practicable, or through another mutually agreed method.

7. Non-Eligible Returns

A change-of-mind return may be declined if:

The return request is made after the 4-day return window.
The product has been used or is no longer in new condition.
The product has been damaged after delivery through misuse or mishandling.

These restrictions do not exclude remedies available to customers under applicable law, particularly in cases involving defective, incorrectly supplied or misrepresented products.

8. Contact Us

For questions about returns, refunds or exchanges, please contact us using the details below.

Luvly Household Collections

Phone: +254 738 611 410
Email: support@luvlyhouseholdcollections.co.ke
Business hours: Monday–Saturday, 8:00 AM–6:30 PM
Pickup and return locations: Kenya Cinema, 3rd Floor, Suite 3-1D, and Sasa Mall, 3rd Floor, Suite C6, Moi Avenue, Nairobi, Kenya.