Refund policy
Thank you for shopping at Lulu Kitololo. We value your satisfaction and strive to provide high-quality products. If you are not entirely satisfied with your purchase, we’re here to help.
1. Returns
We accept returns under the following conditions:
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Items must be returned within 7 days from the date of purchase.
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The product must be unused, in its original packaging, and in resalable condition.
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Proof of purchase (payment confirmation) is required.
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Certain items, such as customized or clearance sale products, are non-returnable.
2. Refunds
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Refunds will be processed only if the product is defective, damaged, or incorrectly supplied.
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Once we receive the returned item, we will inspect it and notify you of the approval or rejection of your refund, within 24 hours
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If approved, refunds will be issued via the Mpesa or as a store credit, depending on your preference.
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Cash refunds are not available.
3. Exchanges
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We allow exchanges for products of equal value if the original item meets the return conditions.
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If exchanging for an item of higher value, you (the customer) must pay the difference.
4. Non-Returnable Items
The following items cannot be returned or refunded:
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Torn or stained stationery, or stationery with markings that were not originally present
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Deformed stationery or gift items
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Personalized or custom-made products
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Clearance or discounted items.
5. Process for Returns
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Contact us at olesso@lulukitololo.com within the return period.
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Bring the item to our store or arrange for shipping (shipping costs are non-refundable unless the item was faulty).
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We will inspect the item and process your request within 3–5 business days.
6. Contact Information
For any return and refund inquiries, please reach us at:
📍 Old Loresho Shopping Center
📞 0734480929
📧 olesso@lulukitololo.com
We reserve the right to amend this policy at any time.
