Return Policy

Return Eligibility

At Luxe Living, we want you to be completely satisfied with your purchase. If you're not entirely happy with your order, we accept returns under the following conditions:

• Returns must be initiated within 30 days of delivery.
• Items must be in their original condition, unused, and with all original packaging and tags.
• Proof of purchase (order number, receipt, or invoice) is required for all returns.

Non-Returnable Items

The following items cannot be returned:

• Custom-made or personalized furniture
• Items that have been assembled, used, or show signs of wear
• Clearance or sale items marked as "Final Sale"
• Mattresses that have been unpacked or used (for hygiene reasons)
• Gift cards

Return Process

1. Initiate a Return: Contact our customer service team by phone or email to initiate a return. Please have your order number ready.
2. Return Authorization: Once your return request is approved, you will receive a Return Authorization (RA) number and instructions.
3. Packaging: Pack the item(s) securely in their original packaging or equivalent protective packaging.
4. Return Shipping: You can either:
   • Arrange for the item to be picked up by our delivery team (fees may apply)
   • Return the item to our showroom in person
   • Ship the item back using a carrier of your choice (at your expense)
5. Inspection: Once we receive your return, we'll inspect the item to ensure it meets our return conditions.
6. Refund Processing: After approval, your refund will be processed to your original payment method within 7-10 business days.

Return Shipping Costs

Return shipping costs are handled as follows:

• Defective or Incorrect Items: If an item is defective, damaged during shipping, or if we sent the wrong item, we will cover all return shipping costs.
• Change of Mind: If you're returning an item because you changed your mind or for any other reason not related to product defects, you will be responsible for the return shipping costs.

Return pickup fees within Nairobi range from KSh 1,000 to KSh 3,000 depending on the size of the item and your location. For areas outside Nairobi, additional fees may apply.

Refunds

Refunds are processed as follows:

• Refunds will be issued to the original payment method used for the purchase.
• The refund amount will include the purchase price of the returned item(s).
• Original shipping charges are non-refundable unless the return is due to our error.
• Processing time for refunds is typically 7-10 business days, depending on your payment provider.

Exchanges

If you wish to exchange an item:

• Follow the same process as for returns.
• Specify that you want an exchange rather than a refund when initiating the return.
• Indicate the item you would like to receive instead.
• If the exchange item has a different price, we will either charge the difference or refund the difference accordingly.

Damaged Items

If you receive a damaged item:

1. Inspect all items at the time of delivery before signing the delivery confirmation.
2. If you notice damage, note it on the delivery receipt and take photos if possible.
3. Contact our customer service team within 48 hours of delivery.
4. Provide photos of the damage and your order information.
5. We will arrange for a replacement or refund as appropriate.