Returns, Refunds & Exchange Policy

Last updated: 9 October 2026

At LucGifts, we want you to shop with confidence. Our Returns & Refunds Policy explains the conditions under which products may be returned, exchanged or refunded.

We encourage customers to review product descriptions, specifications, prices and delivery details carefully before placing an order.

This policy applies to purchases made through lucgifts.co.ke and should be read alongside our Terms & Conditions.

1. Eligibility for Returns

Return requests may be considered where:

• You receive a product that is defective or damaged on arrival.
• You receive an item that is materially different from the product you ordered.
• Your order contains an incorrect item.
• A return or other remedy is required under applicable law.

All requests are subject to reasonable verification and any lawful conditions set out in this policy.

2. Reporting a Problem

If your order arrives damaged, defective or incorrect, please contact us within 48 hours of delivery, where reasonably possible.

When reporting an issue, provide:

• Your order number or purchase confirmation.
• The name and telephone number used when ordering.
• A clear description of the problem.
• Clear photographs or a short video showing the product and the reported issue.
• Photographs of the packaging, where relevant.

Please retain the product and its packaging until we advise you on the next steps.

The 48-hour reporting period helps us investigate delivery and product issues promptly. It does not remove any statutory rights you may have if a defect or other issue is discovered later.

3. Conditions for Returned Products

Where a return is approved, we may ask that the product:

• Is made available for inspection.
• Includes its original packaging, accessories and components, where reasonably possible.
• Has not been unnecessarily damaged, altered or misused after delivery.
• Is returned using an agreed delivery method.

For claims involving damage, defects or incorrect items, we will assess the circumstances and determine an appropriate remedy in accordance with applicable law.

A missing original package or ordinary inspection necessary to identify a defect will not, by itself, automatically disqualify a legally valid claim.

4. Change-of-Mind Returns

Please choose carefully before placing your order.

Where a customer simply changes their mind, orders the wrong quantity or no longer wants the product, a return or refund is not automatically guaranteed and will be assessed under our applicable policy and the law.

If we voluntarily agree to accept a change-of-mind return, we may require the product to be unused, complete and in suitable resale condition.

Unless otherwise agreed or required by law, the customer may be responsible for the associated return delivery costs.

Nothing in this section excludes any cancellation or withdrawal right that may apply under mandatory law.

5. Products That Cannot Be Accepted for Ordinary Change-of-Mind Returns

Subject to applicable law, we may decline discretionary change-of-mind returns where a product:

• Has been used beyond what is reasonably necessary to inspect it.
• Has been damaged through misuse, improper handling or avoidable neglect after delivery.
• Is incomplete or missing components.
• Has been altered or modified by the customer.

These conditions do not prevent a customer from exercising a valid legal remedy for a defective, misdescribed or otherwise non-conforming product.

6. Refunds

Refunds are not automatic upon submission of a return request.

Where appropriate, we may first inspect the product, verify the order and assess the reported issue.

If a refund is approved or required by law, we will communicate the next steps and process it within the applicable legal timeframe.

Where reasonably possible, refunds will be made through the original payment method or another mutually agreed, lawful method.

We will not charge a customer a penalty or impose an unlawful deduction where a refund is legally due.

7. Exchanges and Replacements

Where an exchange or replacement is appropriate, we will confirm the available options with the customer.

Replacement availability depends on stock and supplier availability.

If a replacement is unavailable, we will discuss an appropriate alternative remedy, including a refund where required by law.

Customers should not return a product before receiving return instructions from our team.

8. Delivery Fees and Return Costs

Delivery charges are communicated before an order is confirmed.

For approved returns, responsibility for return delivery costs will depend on the reason for the return, the circumstances of the case and applicable law.

Where the customer is responsible for a return under a lawful change-of-mind arrangement, the customer may be required to pay the return delivery fee.

Where a product is defective, incorrectly supplied or otherwise qualifies for a remedy for which LucGifts is responsible, we will handle reasonable return or delivery costs in accordance with applicable law.

9. Failed Deliveries and Refused Orders

Customers are responsible for providing accurate contact and delivery information and being reasonably available to receive their orders.

If a delivery fails because a customer provides an incorrect address, cannot be reached after reasonable attempts, or refuses an order without a valid reason, we may contact the customer to arrange another delivery attempt.

Any additional delivery charges must be communicated before the new delivery is arranged.

For cash-on-delivery orders, we may verify orders before dispatch and may restrict future cash-on-delivery availability where there is a documented history of refused or uncollected orders, subject to applicable law.

Nothing in this section limits a customer’s right to reject goods where rejection is legally justified.

10. Incorrect or Incomplete Orders

If you receive an incorrect or incomplete order, please notify us promptly and provide your order details and supporting evidence.

We will investigate and arrange an appropriate remedy where the issue is verified.

Please retain any incorrectly supplied item until we provide instructions.

11. Refund Processing Times

Once a refund is approved, the time it takes for the funds to appear in your account may depend on your payment provider, bank or mobile money service.

We will communicate the applicable process and take reasonable steps to ensure that approved refunds are handled promptly and within any legally required timeframe.

12. Fraudulent or Abusive Claims

LucGifts may investigate claims where information is inconsistent, evidence appears altered, or there are reasonable grounds to suspect fraud or abuse.

We may request additional information reasonably necessary to assess a claim.

A request will not be rejected solely because a customer raises a complaint or exercises a legal right. Any decision will be based on the available evidence, the circumstances and applicable law.

13. Our Commitment to Fair Treatment

We aim to resolve genuine product and delivery issues fairly while protecting our business against avoidable losses and misuse of the returns process.

Nothing in this policy excludes or restricts rights or remedies that cannot lawfully be excluded under Kenyan consumer protection law.

14. Contact Us

To request a return, exchange or refund, contact LucGifts through the official contact details published on our website.

Please include your order number, contact details and a clear explanation of your request.

LucGifts
Better Items. Brighter Days.

Website: https://lucgifts.co.ke