Returns, Exchanges & Refunds Policy

Last updated: February 2026

This policy applies to all purchases made at Lux Baby Shop, including:

In-store purchases at our physical shop
Orders placed through our website (https://luxbabyke.com)
Orders made via Instagram, Facebook, phone calls, or WhatsApp

By purchasing through any of these channels, you agree to the terms outlined below.

1. General Eligibility

For any return or exchange request to be considered:

Item must be unused, unworn, and unwashed
Must be in original packaging
All tags and labels must be intact
No signs of wear, cleaning, washing, or use
Proof of purchase is required (receipt, order confirmation, or M-Pesa message)

All items are subject to physical inspection before approval.

2. Refunds

When Refunds Apply

Refunds are issued only if:

A paid item is unavailable and no suitable replacement exists
You receive a faulty, damaged, or incorrect item and report it within 24 hours of delivery
An order is cancelled by Lux Baby Shop due to stock, payment, or logistics issues

Once approved, refunds will be processed to the original payment method within 7 working days, excluding weekends and public holidays.

When Refunds Do Not Apply

Refunds are not offered for:

Change of mind after purchase
Incorrect size or colour selection
Items that have been worn, used, washed, or cleaned
Normal wear and tear
Sale or clearance items marked as non-returnable
Customer-initiated cancellations after payment

In some cases, an exchange or store credit may be offered at our discretion.

3. Exchanges & School Shoes Policy

Exchange Conditions (Strict)

Exchanges are accepted only for unused items.

To qualify:

Shoes must be unworn and unused
Returned in original packaging
Tags and labels must remain attached
No dirt on soles, creasing, scuffing, chipping, smell, washing, or cleaning

If an item has been worn even once, indoors or outdoors,
👉 The exchange will not be accepted.

Exchange requests must be made:

Within 24 hours for Nairobi deliveries
Within 48 hours for upcountry deliveries

Customers may top up when exchanging for a higher-value item.

School Shoes – Wear & Tear Disclaimer (No Warranty)

School shoes are worn daily and may be exposed to rough use, including running, football, dragging, water, and uneven surfaces.

While we strive to stock quality products, school shoes are supplied by third-party manufacturers and no warranty is offered on school shoes sold at Lux Baby Shop.

Because of this:

Normal wear and tear is expected
Shoe lifespan is not guaranteed
Damage resulting from daily use, sports, or rough play is not considered a defect

Examples of normal wear and tear include but are not limited to:

Toe or front chipping
Sole wear from dragging or football
Creasing, scratches, or fading
Water-related damage

These cases are not eligible for refunds or exchanges.

Crabkids & Other School Shoes

Lux Baby Shop does not offer a wear-and-tear warranty on school shoes
We are not responsible for wear and tear after use
Replacements are not offered once shoes have been worn

Replacement Waiting Period

If a replacement is approved as a goodwill gesture:

Processing may take up to 90 days
This depends on supplier timelines and stock availability
Immediate replacement is not guaranteed

4. Reporting an Issue

All issues must be reported within 24 hours of receiving your order.

Contact us via:

WhatsApp / Phone: +254 798 949 754
Email: luxbabyke@gmail.com

Please share your order details, a brief explanation, and photos where applicable.

5. Return Shipping

If the issue is due to our error, we cover the return delivery
If due to customer preference or exchange, delivery costs are covered by the customer
Returns must be sent using a reliable courier with tracking details shared

6. Non-Returnable Items

For hygiene and safety reasons, the following items are non-returnable unless faulty:

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

7. Customer Responsibility

Customers are responsible for confirming:

Correct size
Colour
Product details

Returns caused by incorrect selection are not accepted.

8. Policy Updates

Lux Baby Shop reserves the right to update or modify this policy at any time.
The most current version will always apply.