Returns, Exchanges & Refunds Policy

Last updated: 28 October 2025

At Lux Baby Shop, we want you to love what you buy from us. Every item is checked carefully before leaving our shop. Still, we know things can occasionally go wrong, and this policy explains how we handle such cases fairly and clearly.

By shopping with us at https://luxbabyke.com, you agree to the process outlined below.

1. Overview

This policy covers how we manage product returns, exchanges, and refunds.
It should be read together with our Terms of Service and Shipping Policy.

We follow the Consumer Protection Act (2012), which allows customers to receive a remedy (repair, replacement, or refund) when goods are faulty or not as described.

2. General return eligibility

For a return or exchange to be accepted:

The product must be unused, in its original packaging, and with all tags intact.
You must contact us within the time window listed below.
Proof of purchase (order confirmation, M-Pesa message, or receipt) must be provided.

We reserve the right to inspect returned items before offering an exchange or refund.

3. When refunds apply

Refunds apply only in the following situations:

Stock unavailability: When a product you paid for is out of stock and we cannot provide a suitable replacement.
Faulty or wrong item: If the item received is defective, damaged, or not what you ordered, and you report it within 24 hours of delivery.
Order cancelled by Lux Baby Shop: If we cancel your order due to reasons such as stock, payment, or logistics issues.

Once a refund is approved, it will be processed to your original payment method within 3–5 working days, excluding weekends and public holidays.

**4. When refunds do not apply**

Refunds are not offered for:

Customer-initiated cancellations after payment confirmation.
“Change of mind” after receiving the product (e.g., you decide you no longer want it).
Incorrect sizing or colour preference, unless the item was misdescribed on our website.
Sale or clearance items clearly marked as non-returnable.

In these cases, we may offer an exchange or store credit, at our discretion, provided the item is unused and returned within the allowed period.

5. Exchanges

You can request an exchange if:

You received the wrong size, colour, or item.
You wish to swap for another item of equal or higher value (you’ll top up any difference).

Exchange requests must be made within 24 hours of delivery for Nairobi orders, or within 48 hours for upcountry deliveries.
The item must be in perfect condition, unworn, and with all packaging intact.

Exchange approval depends on item availability at the time of your request.

6. Reporting and return process

If you wish to report an issue:

Contact us via WhatsApp (+254 798 949 754) or email (luxbabyke@gmail.com) within 24 hours of receiving your order.
Share your order number, a short description of the issue, and clear photos if the item is faulty or incorrect.
Our team will confirm the next steps — whether to return, exchange, or receive a refund.

Return delivery instructions will be shared once your request is approved.

7. Return shipping

If the error is on our side (faulty or wrong item), we’ll cover the return shipping.
If the return is due to customer preference or exchange, you’ll cover the delivery cost both ways.
All returned items must be sent using a reliable courier or rider service with tracking details shared to us.

8. Processing timeline

Once your returned item arrives, we’ll inspect it and update you within 2 working days.
Approved refunds are issued within 3–5 working days via the same payment method.
Exchanges are dispatched as soon as replacement stock is ready.

9. Damaged or missing parcels

If your order arrives damaged or incomplete, please contact us immediately — no later than 24 hours after delivery — with photos and a brief note.
We’ll investigate with the courier and arrange for a replacement or refund where applicable.

10. Non-returnable items

For hygiene and safety reasons, the following cannot be returned unless faulty:

Underwear, socks, stockings, and swimwear.
Opened baby bottles, feeding accessories, or personal-care products.
Clearance or final-sale items.

11. Customer responsibility

Please double-check product details, sizes, and colours before placing an order.
We do not accept returns caused by incorrect selections at checkout.

12. Contact us

Questions about this policy? Reach out — we’re always happy to help.

Email: luxbabyke@gmail.com
Phone/WhatsApp: +254 798 949 754
Address: Krishna Centre, Ground Floor, Suite A7
Website: https://luxbabyke.com