Refund policy
Effective Date: November 3, 2024
At 24lush, we want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.
Return Eligibility
You may return products within 15 days of delivery, provided they meet the following conditions:
- Products must be unopened and unused
- Items must be in their original packaging
- Products must be in resalable condition
- Proof of purchase (order number or receipt) must be provided
Non-Returnable Items
The following items cannot be returned:
- Opened or used products
- Items damaged due to misuse or mishandling
- Products without original packaging
Return Process
To initiate a return:
- Contact us at support@24lush.com or call +254 796 678618
within 15 days of delivery - Provide your order number and reason for return
- Wait for return authorization and instructions
- Ship the item back as instructed
Note: Customers are responsible for return shipping costs unless the item is defective or we made an error.
Refunds
Once we receive and inspect your return:
- Approved returns: Refunds will be processed within 5-7 business days
- Refunds will be issued to the original payment method
- You will receive a confirmation email once the refund is processed
Damaged or Defective Items
If you receive a damaged or defective product:
- Contact us immediately with photos of the damage
- We will arrange for a replacement or full refund at no additional cost
- Return shipping will be covered by 24lush
Cash on Delivery (COD) Refunds
For COD orders, refunds will be processed via bank transfer or mobile money. Please provide your banking details when requesting a refund.
Contact Us
If you have questions, please contact us at:
24lush
Email: support@24lush.com
Phone: +254 796 678618
Address in Kenya: Codirect Courier and Fullfillment, Roy Business Park, Baba Dogo Road, Nairobi