This policy is subject to change without prior notice. Please review it periodically for updates.

Return, Refund & Exchange Policy

Last Updated: 26/11/2024

Thank you for shopping at www.lovellamart.co.ke. We are committed to ensuring your satisfaction with every purchase. This policy outlines the conditions under which returns, refunds, exchanges, and cancellations are accepted.

1. Returns

1.1 Eligibility for Returns

To be eligible for a return, the item must:

  • Be unused, unworn, and in the same condition as when received
  • Be returned in its original packaging, including all tags, labels, and accessories
  • Include a valid proof of purchase (e.g., order confirmation email or receipt)

1.2 Return Window

  • Returns must be initiated within 7 days of receiving your order
  • Items returned after this window may not be accepted or may be eligible for partial refunds only

1.3 Non-Returnable Items

The following items are non-returnable:

  • Gift cards
  • Downloadable software or digital products
  • Customized, made-to-order, or personalized items

2. Refunds

2.1 Refund Process

  • Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund
  • If approved, a refund will be processed within 5 business days to the original payment method

2.2 Partial Refunds

Partial refunds may be granted if:

  • The item is returned in a used or damaged condition
  • The return is received beyond the 7-day window

2.3 Non-Refundable Fees

Unless the return is due to our error, the following are non-refundable:

  • Original shipping costs
  • Handling or transaction fees
  • Any applicable taxes

3. Exchanges

  • For exchanges (e.g., size, color, or alternative item), please contact us on the same day of receiving your order
  • Exchanges are subject to stock availability
  • You may need to return the original item in accordance with our return policy before the replacement is processed

4. Shipping for Returns & Exchanges

4.1 Return Shipping Costs

  • Customers are responsible for the cost of return shipping, unless the item was delivered in error or arrived damaged/defective
  • If we issue a prepaid return label, the cost will be deducted from your refund unless the return is our fault

4.2 Lost or Damaged Returns

  • We recommend using a trackable shipping service or purchasing shipping insurance
  • Lovellamart is not responsible for items lost or damaged in return transit

5. Damaged or Defective Items

If your item arrives damaged, defective, or incorrect:

  • Contact us immediately on the same day of delivery
  • Provide photos of the item and packaging to help us expedite the resolution
  • We will offer a replacement, repair, or full refund at no additional cost

6. Order Cancellations

  • Orders may be canceled within 12 hours of placement, provided they have not yet been shipped
  • After this period, cancellation requests may be declined if the item has already been processed or dispatched

7. Contact Us

For any questions or concerns related to returns, refunds, or exchanges, please reach out to us via: