Return & Exchange Policy – Lusam Collections
Return & Exchange Policy – Lusam Collections
At Lusam Collections, your satisfaction is our top priority. If for any reason you are not fully happy with your purchase, we are here to help.
Eligibility for Return or Exchange
You may return or exchange an item under the following conditions:
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The return request is made within 7 days of receiving the item.
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The item must be unused, unwashed, and in its original condition with tags and packaging intact.
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Shoes must be returned unworn, in their original box or packaging.
Items Not Eligible for Return
We do not accept returns on the following:
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Items marked as “Sale” or “Clearance”
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Custom-made or tailored products
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Undergarments or accessories for hygiene reasons
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Products that have been damaged by the customer through misuse or negligence
How to Initiate a Return or Exchange
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Contact our customer support team via:
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WhatsApp or Call: +254 115 637 211
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Email: customercare@lusamcollections.com
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Provide your Order Number and the reason for the return or exchange.
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Our team will guide you on the return shipping or in-store drop-off process.
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Once we receive and inspect the item, we will process your exchange or issue a refund (store credit or MPESA refund).
Return Shipping
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The customer is responsible for return shipping costs, unless the return is due to:
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A wrong item delivered
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A defective product
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For returns due to our error, we will cover the return cost or arrange a pickup.
Refunds
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Refunds are processed within 3–5 working days after the returned item is inspected.
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Refunds are issued via:
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MPESA
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Store Credit (upon request)
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Exchanges
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Items can be exchanged for a different size, color, or product of equal value.
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Exchanges are processed as soon as the original item is received and approved.
Need Help?
We’re here to assist you anytime. Please reach out to us on:
? Store Location: Hazina Trade Centre, Mezzanine Floor M2, Shop 20, Nairobi CBD
? Call or WhatsApp: +254 115 637 211
? Email: customercare@lusamcollections.com
? Socials: @lusamcollections
Shop with confidence at Lusam Collections - Fashion made for you, guaranteed with care.
