1. Eligibility for a Refund

We want you satisfied with every order. Items are eligible for a refund if they meet any of these conditions:

You received the wrong item.
The item arrived damaged or in a non-functional state.
The item is unused, in its original packaging, with proof of purchase.
Used items are not eligible for a refund.

2. Return Window

To initiate a return or refund, contact us within 7 days of receiving your item. Requests made after this window cannot be processed.

3. Non-Returnable Items

The following cannot be returned or refunded:

Bedding, duvets and other personal-use textiles that have been opened or used.
Personal care appliances once opened or used.
Items bought on clearance or as part of a promotional offer, unless they arrived damaged.
Items with broken manufacturer or safety seals. A broken seal means the product has been opened and cannot be resold as new.
Branded appliances and electronics once opened or installed. These are handled through the manufacturer's warranty service (see section 8), not through return or refund.
4. How to Initiate a Return

Contact us before sending anything back:

Phone or WhatsApp: 0723 784 736, 0722 901 555, 0722 784 666, 0729 122 000, 0723 333 767 or 0720 656 500
Email: sales@homeluxkenya.com
Share your order number, the item in question and the reason for return. Our team will confirm whether the item qualifies and tell you where to send it.

5. Return Shipping

Return shipping costs are the customer's responsibility unless the return is due to our error (wrong item sent, damaged on arrival). We recommend a trackable courier.

6. Refund Processing

Once we receive the returned item and inspect it, approved refunds are processed within 7 business days to your M-Pesa number. We will notify you by WhatsApp or phone once the refund has been sent.

7. Exchanges

You may exchange an eligible item for a replacement of the same model or a different product of equal value. Items delivered correctly and in perfect condition are not eligible for exchange over change of mind.

8. Warranty Items

Products carrying a manufacturer warranty (appliances, electronics, smart home devices) are handled through the brand's warranty service. Bring the item back to our showroom and we will log it with the brand's technicians on your behalf. Refunds for warrantied items are only considered after the technicians have inspected and ruled the item unrepairable.

9. Exceptions

We cannot refund damaged or defective goods that arrived in good condition and were later damaged in use. For these, contact us about warranty or repair options where available.

10. Customer Responsibilities

Inspect your delivery on arrival and report any issue the same day. Keep the original packaging until you're sure you want to keep the item. Make sure your contact details are accurate so we can reach you about the return.

11. Policy Updates

We may update this refund policy from time to time. Material changes will be posted on this page.

12. Contact Us

For refund enquiries:

Phone or WhatsApp: 0723 784 736, 0722 901 555, 0722 784 666, 0729 122 000, 0723 333 767 or 0720 656 500
Email: sales@homeluxkenya.com
Showroom: Hazina Trade Centre, Monrovia Street, Mezzanine 2, Nairobi CBD
Hours: Monday to Saturday, 8:30am – 6pm; Sunday 12pm – 5pm