Refund Policy

Valid Reasons for Refunds

Refunds will be approved for the following reasons:

• Product arrives damaged or defective
• Product significantly differs from description on the
  website
• Wrong item delivered
• Missing items from your order
• Duplicate charges for the same order

Refund
Process

1.
Initiate Refund Request

• Contact our customer service team at +254700000000 or support@lifeshop.co.ke
• Provide your order number and reason for refund
• Submit clear photos of the product if claiming damage
  or defect
• You will receive a refund authorization number

2.
Return the Product (if applicable)

• Pack the item securely in its original packaging
• Include all components and accessories
• Our agent will collect the item from your location
• Alternatively, you may return the item to our physical
  location in Nairobi

3.
Product Verification

• Our quality control team will inspect the returned
  product
• Verification typically takes 1-3 business days
• You will receive notification of approval or rejection
  via email or SMS

4.
Refund Processing

• Once approved, refunds will be processed within 24 hours
• You will receive a confirmation email with refund
  details
• Credit to your account depends on your payment method
  (see timeframes below)

Refund
Methods & Timeframes

M-Pesa
Payments

• Refunds will be sent to the same M-Pesa number used for
  payment
• Processing time: 3-5 business days
• You will receive an SMS notification when the refund is
  processed

Credit/Debit
Card Payments

• Refunds will be issued to the original card used for
  payment
• Processing time: 5-7 business days
• The timing of the credit depends on your card issuer’s
  policies

Bank
Transfers

• Refunds will be sent to your provided bank account
• Processing time: 7-10 business days
• Bank details must be provided within 48 hours of refund
  approval

Life
Shop Wallet

• Instant credit to your Life Shop wallet
• No processing delays
• Can be used for future purchases on Life Shop
• 5% bonus credit added for choosing wallet refunds

Partial
Refunds

In certain situations, Life Shop may
issue partial refunds:

Situations
Warranting Partial Refunds

• Product returned with missing parts or accessories
• Product shows signs of use or wear
• Product returned without original packaging
• Product returned after the 48-hour window but within 7
  days
• Multi-item orders where only some items qualify for
  refund

Partial
Refund Calculation

• The refund amount will be determined based on:
  
  • Product condition upon return
  • Missing components or accessories
  • Current market value of the product
  • Original purchase price
• Our quality control team will assess and determine the
  appropriate refund percentage

Non-Refundable
Items & Situations

The following items and situations
are not eligible for refunds:

Non-Refundable
Products

• Perishable goods (food, beverages)
• Personal care items with broken seals
• Customized or personalized items
• Digital content after download or access
• Sealed audio, video, or software products with broken
  seals
• Items marked as “Final Sale” or “Non-Returnable”
• Gift cards or vouchers (except as required by law)

Non-Refundable
Situations

• Product damaged due to misuse after delivery
• Product altered, washed, or modified after delivery
• Product not in resalable condition
• Return requested after 48 hours without valid reason
• No proof of purchase provided
• Purchase made through unauthorized resellers

Refunds
for Special Circumstances

Damaged
in Transit

If your item arrives damaged:

• Take photos immediately before opening further
• Contact customer service within 24 hours
• Do not discard original packaging
• Full refund or replacement will be provided

Defective
Products

For products that malfunction within
the warranty period:

• Contact customer service with description of defect
• You may be asked to provide video evidence
• Technical assessment may be required
• Repair, replacement, or refund options will be provided

Out
of Stock Items

If we cannot fulfill your order due
to stock issues:

• You will be notified via email or SMS
• Full refund will be processed automatically
• 10% discount coupon provided for your next purchase

Pricing
Errors

If an item was incorrectly priced on
our website:

• We reserve the right to cancel orders with obvious
  pricing errors
• You will be notified and given the option to purchase
  at correct price
• Full refund will be processed if you choose not to
  proceed

Dispute
Resolution

If you disagree with our refund
decision:

1. Initial Review:
   Submit a dispute request to refunddispute@lifeshop.co.ke with your order number and detailed explanation
2. Secondary Review:
   A senior customer service manager will evaluate your case within 48 hours
3. Final Decision:
   A final determination will be made within 7 business days
4. External Resolution:
   If still unsatisfied, you may seek resolution through:
   
   • Consumer Protection Agency of Kenya
   • Online dispute resolution platforms
   • Small claims court in Nairobi, Kenya

Contact
Information

For refund inquiries and assistance:

• Refund Department Phone: +254742 093041
• Refund Email:
  refunds@lifeshop.co.ke
• Live Chat:
  Available on our website 8:00 AM to 8:00 PM daily
• Physical Address:
  Life Shop Customer Service, Westlands Business Park, Nairobi, Kenya

Our refund specialists are available
to assist you Monday through Saturday, 8:00 AM to 8:00 PM.

This Refund Policy is subject to
change without notice. The policy in effect at the time of your purchase will
apply to your transaction. Last updated: March 28, 2025.