Return & Refund Policy
Last Updated: May 2026
Thank you for shopping with Luxuray.shop.
Customer satisfaction is important to us, and we aim to provide quality products and reliable service across Kenya.
1. Return Eligibility
You may request a return if:
- You received the wrong item
- The product arrived damaged
- The item has a manufacturing defect
To qualify for a return:
- The request must be made within 24 hours after delivery
- The product must be unused and in its original packaging
2. Non-Returnable Items
We do not accept returns for:
- Used products
- Products damaged by customer misuse
- Items without original packaging
- Products marked as final sale
3. Refund Policy
Refunds are approved only after inspection of the returned item.
If approved:
- Refunds may be sent through mobile money, bank transfer, or another available payment method
- Processing time may take 3–7 business days
Shipping fees are generally non-refundable unless the mistake was caused by us.
4. Cash on Delivery Orders
For COD orders:
- Customers must inspect the package upon delivery
- Refusing delivery after confirmation without valid reason may affect future orders
5. Exchange Policy
We may offer product replacement instead of a refund when available.
6. Damaged or Incorrect Orders
If your order arrives damaged or incorrect:
- Contact us immediately
- Send photos of the item and packaging
- Include your order details and phone number
7. Canceled Orders
Orders may be canceled before shipment by contacting our support team as soon as possible.
Once shipped, cancellation may no longer be possible.
8. Contact Us
For returns, refunds, or exchanges, contact us through: