Life Shop Return & Exchange Policy

Life Shop Return & Exchange Policy

Last Updated: March 28, 2025

Table of Contents

1. Introduction
2. Return Eligibility
3. Return Process
4. Product Condition Requirements
5. Refund Process
6. Special Categories & Exceptions
7. After Return Window
8. Contact Information

Introduction

At Life Shop, we want you to be completely satisfied with your purchase. We understand that sometimes a product may not meet your expectations or may arrive damaged. Our Return & Exchange Policy is designed to make the process simple and convenient while ensuring fair treatment for both our customers and vendors.

This policy outlines the conditions, timeframes, and procedures for returning or exchanging products purchased through the Life Shop platform. By making a purchase on Life Shop, you agree to the terms of this Return & Exchange Policy.

Return Eligibility

Return Window

Life Shop offers a 48-hour return window from the time of delivery for most products. This means you have 48 hours to examine your purchase and initiate a return if necessary.

Eligible Reasons for Returns

Returns and exchanges are accepted for the following reasons:

1. Product Not as Described: The item differs significantly from what was advertised on the Life Shop platform
2. Damaged or Defective Products: Items that arrive broken, damaged, or not functioning properly
3. Incorrect Items: You received a different product than what you ordered

Non-Returnable Items

The following categories of products cannot be returned or exchanged:

• Food and beverages
• Perishable goods
• Household supplies
• Personal hygiene products
• Intimate apparel
• Products with broken seals on software, audio, or video products
• Items marked as “Final Sale” or “Non-Returnable”
• Custom-made or personalized products

Return Process

Our return process is designed to be straightforward and convenient. Please follow these steps:

1. Return on Delivery

• Carefully examine the product before signing the delivery note
• If you notice damage or discrepancies immediately, you may refuse the delivery
• Inform the delivery agent of the issue and hand the product back
• The delivery agent will document the return reason
• You will receive confirmation of your return initiation via SMS or email

2. Return After Delivery (Within 48 Hours)

• Contact our customer service team at +254700000000 or support@lifeshop.co.ke
• Provide your order number and explain the reason for your return
• Our team will verify your return eligibility and provide instructions
• We will schedule a pickup at your convenience within the next 24 hours
• You will receive a return authorization number for tracking

3. Preparing Your Return

For a successful return, please ensure:

• The product is in its original condition
• All original packaging is intact
• All accessories, manuals, warranty cards, and free items are included
• The product has not been used, worn, or damaged after delivery
• All tags, labels, and seals remain attached and unbroken

4. Return Pickup

• Our delivery agent will arrive at the scheduled time
• Present your return authorization number to the agent
• The agent will conduct a preliminary inspection
• You will receive a return receipt as proof of collection

Product Condition Requirements

To qualify for a full refund or exchange, returned items must meet the following conditions:

• Original Packaging: Products must be returned in the manufacturer’s original packaging with all internal protective materials
• Complete Product: All components, accessories, free gifts, and documentation must be included
• Unused Condition: Products should show no signs of use, assembly, or installation
• Undamaged State: No scratches, tears, stains, or other damage beyond what was present at delivery
• Tags and Labels: All original tags, labels, and seals must remain attached and unbroken

Products returned in a condition different from how they were delivered may result in a partial refund or rejection of the return request.

Refund Process

Once your return is approved and the product has been inspected, we will process your refund according to the following guidelines:

Refund Methods

• Original Payment Method: Refunds will be issued to the original payment method used for purchase
• M-Pesa Payments: Refunds for M-Pesa transactions will be processed within 3-5 business days
• Card Payments: Credit/debit card refunds typically take 5-7 business days to reflect in your account
• Bank Transfers: Bank transfer refunds may take 7-10 business days to process

Refund Timeline

1. Initial Inspection: 24-48 hours after return pickup
2. Refund Approval: 1-2 business days after inspection
3. Refund Processing: 3-10 business days depending on payment method

Refund Amount

• Full Refund: Original purchase price including standard shipping fees for eligible returns
• Partial Refund: May be issued if the product is returned in a different condition
• No Refund: Returns that don’t meet our policy requirements may be rejected

You will receive email confirmation at each stage of the refund process.

Special Categories & Exceptions

Electronic Devices

• Must be returned with all original packaging, accessories, and manuals
• Should not be registered or activated with manufacturer
• Data should be backed up and wiped from devices before return
• Factory reset is recommended for all electronic devices

Clothing and Apparel

• Must have original tags attached
• No signs of wear, washing, or alteration
• No perfume, deodorant, or makeup marks
• Hygiene strips must be intact where applicable

Large Items and Furniture

• Return shipping for large items may incur additional fees
• Assembly or installation voids return eligibility
• Packaging must be adequate to prevent damage during return shipping

Multi-Item Orders

• You may return individual items from a multi-item order
• Promotional discounts may be adjusted on remaining items
• Bundle offers require return of all bundled items for full refund

After Return Window

If you discover an issue with your product after the 48-hour return window has expired:

1. Contact our customer service team to report the issue
2. We will facilitate communication between you and the seller
3. The seller may offer:
• Repair services under warranty
• Partial refund
• Store credit
• Other resolution options

Life Shop will mediate discussions between buyers and sellers to reach a fair resolution, but cannot guarantee returns or refunds after the official return window has closed.

Contact Information

For any questions or assistance regarding returns and exchanges:

• Customer Service Phone: +254742093041
• Email: support@lifeshop.co.ke
• Live Chat: Available on our website from 8:00 AM to 8:00 PM, Monday through Saturday
• Physical Address: Life Shop Customer Service, Westlands Business Park, Nairobi, Kenya

Our customer service team is available to assist you Monday through Saturday, 8:00 AM to 8:00 PM.

This Return & Exchange Policy is subject to change. Any modifications will be effective immediately upon posting the updated policy on our website. Your continued use of Life Shop services after such changes constitutes your acceptance of the new terms.