Standard Return Policy – Kenya
Returns & Refund Policy


1. Return & Exchange Eligibility

We accept returns and exchanges for both defective and non-defective products, subject to the conditions below.

To qualify for a return or exchange, the item must:

Be requested within 14 days from the date of delivery

  1. Be unused
  2. Be unassembled
  3. Be in original packaging
  4. Include all original accessories, manuals, and parts
  5. Be in new and resalable condition

We reserve the right to reject returns or exchanges that do not meet these conditions.

2. Process of Initiating Returns or Exchanges

To initiate a return or exchange:

  • Contact us via phone, WhatsApp, or email within 14 days of delivery
  • Provide the following information:
  • Order number
  • Proof of purchase
  • Reason for return or exchange
  • Send clear photos of:
  • Product condition
  • Packaging condition (for damaged or defective items)
  • Wait for return or exchange approval and shipping instructions before sending the item back.

Contact Details

Phone & WhatsApp: +254 794 604 173
Email: info@lushliving.co.ke

Location:
Shop 003, Ground Floor, Muriama Court
Thika Road, Kahawa Wendani

Returns or exchanges sent without prior approval may not be accepted.

3. Non-Returnable & Non-Exchangeable Items

The following items are not eligible for return or exchange:

  1. Custom-made or special-order furniture
  2. Assembled or installed items
  3. Clearance or discounted items marked “Final Sale”
  4. Items damaged due to misuse, improper handling, or normal wear and tear

4. Return & Exchange Methods

Returns or exchanges can be made through:

Our showroom:

Shop 003, Ground Floor, Muriama Court
Thika Road, Kahawa Wendani

OR

Courier services (such as G4S) after return approval.

5. Return Shipping Costs

The currency used for return shipping costs is Kenyan Shillings (KES).

Return label is included in the package at no extra cost.

Lush Living covers the return shipping cost for all approved returns and exchanges.

Returns sent without prior approval may be rejected.

No restocking fees are charged.

6. Exchange Policy

Exchanges are subject to product availability.

If the requested replacement item is unavailable, a refund will be processed instead.

Replacement items will be shipped after returned items pass inspection.

7. Refund Process

Refunds are processed within 5 business days after product inspection.

Refunds are issued in Kenyan Shillings (KES) using the original payment method.

8. Damaged or Defective Items

Customers must report damaged or defective items within 48 hours of delivery and provide:

Clear photos of the product

Photos of packaging damage (if applicable)

9. Customer Support

For return, refund, or exchange inquiries, contact us:

Phone & WhatsApp: +254 794 604 173
Email: info@lushliving.co.ke

Location:
Shop 003, Ground Floor, Muriama Court
Thika Road, Kahawa Wendani

10. Policy Updates

We reserve the right to update this policy at any time. Customers are encouraged to review the policy periodically.