Returns & Refunds Policy

1. Our Commitment

At LumiAfrica, we want you to be completely satisfied with your purchase. If you're not happy with your order for any reason, we're here to help. Our returns and refunds policy is designed to be fair and transparent for all parties involved.

2. Return Eligibility

Items are eligible for return if they meet the following conditions:

• Return request is made within 14 days of delivery
• Item is in original condition with all tags attached
• Item is unused, unworn, and unwashed
• Original packaging is intact
• Proof of purchase (receipt or order confirmation) is provided

3. Non-Returnable Items

The following items cannot be returned:

• Intimate apparel and swimwear (for hygiene reasons)
• Customized or personalized items
• Sale or clearance items (unless defective)
• Perishable goods
• Digital products or downloads
• Items without original packaging or tags
• Items damaged due to misuse or negligence

4. How to Initiate a Return

To return an item:

1. Log into your account and go to Order History
2. Select the order containing the item you wish to return
3. Click "Request Return" and select the reason
4. Upload photos of the item (if applicable)
5. Submit your return request
6. Wait for approval (typically within 24-48 hours)
7. Once approved, you'll receive return shipping instructions

5. Return Shipping

Return shipping costs depend on the reason for return:

• Defective or Wrong Item: We cover all return shipping costs
• Change of Mind: Customer is responsible for return shipping
• Size/Fit Issues: Shared shipping costs may apply

We will provide a prepaid shipping label for eligible returns where we cover the cost.

6. Refund Process

Once we receive your returned item:

1. Item is inspected within 2-3 business days
2. If approved, refund is processed to original payment method
3. Refund appears within 5-10 business days (depending on your bank)
4. You'll receive an email confirmation once refund is processed

7. Exchanges

We offer exchanges for:

• Different sizes of the same item
• Different colors of the same item
• Defective items (replacement with same or similar item)

To request an exchange, follow the return process and specify your preferred replacement in the notes. Exchanges are subject to stock availability.

8. Defective or Damaged Items

If you receive a defective or damaged item:

• Contact us within 48 hours of delivery
• Provide photos showing the defect or damage
• Include your order number and description of the issue
• We'll arrange for immediate replacement or full refund
• No return shipping cost for defective items

9. Wrong Item Received

If you receive the wrong item, contact us immediately. We will arrange to collect the incorrect item at no cost to you and ship the correct item or provide a full refund. We apologize for any inconvenience and will prioritize resolution of such cases.

10. Partial Refunds

Partial refunds may be granted in the following cases:

• Item shows signs of use or wear
• Tags or packaging are missing or damaged
• Item was not returned in original condition
• Return is made after 14 days but within 30 days

11. Cancellations

You may cancel your order:

• Before Dispatch: Full refund, no fees
• After Dispatch: Standard return policy applies
• Custom Orders: May not be cancellable (check product details)

To cancel an order, go to your Order History and click "Cancel Order" or contact customer support immediately.

12. Vendor-Specific Policies

Some vendors may have additional return conditions or restrictions. These will be clearly stated on the product page. When vendor policies differ from our standard policy, the vendor's policy takes precedence for that specific item.

13. Refund Methods

Refunds are processed through:

• Original Payment Method: Automatic refund to card or M-Pesa
• Store Credit: Available as instant credit for future purchases
• M-Pesa: Direct mobile money transfer (for applicable cases)

14. Disputes

If you have any concerns about your refund or return, please contact our customer support team. We aim to resolve all disputes fairly and promptly. If a resolution cannot be reached, the matter will be handled according to Kenyan consumer protection laws.

15. Contact Us

For returns and refund inquiries: