Refund policy

Refund & Return Policy

At Luxe Fragrances Ke, we carefully check orders before dispatch to ensure that you receive the correct products in good condition.

Returns

Returns are accepted where:

• A product is damaged upon delivery; or
• A wrong product has been delivered as per the client order.

Any return or exchange request must be made within 3 days of receiving your order. After this period, we may be unable to process a return or exchange.

Returned products should be unused, in their original condition and in their original packaging, except where the condition of the product is due to damage upon delivery.

Once the issue has been verified, Luxe will arrange collection of the affected product and facilitate an exchange or refund, as applicable.

Refunds

Refunds may be issued where:

A paid-for product is unavailable and no suitable replacement is available;
The delivery destination is outside our available shipping areas; or
A product is damaged upon delivery and a replacement is unavailable.

Approved refunds will be processed within 5 working days through the original payment method or, where applicable, the customer’s M-Pesa account.

If your refund does not reflect within the prescribed period, please contact us via luxefragranceske@gmail.com or Instagram: @luxefragranceske

Sale & Clearance Items

Sale and clearance items are final sale and are not eligible for returns or exchanges due to change of mind.

This does not apply where a wrong or damaged product has been delivered.

Exchanges

Exchanges are available for wrong or damaged products, subject to verification and product availability.

Luxe will arrange collection of the affected product and delivery of the correct or replacement product.

Exchange timelines may vary depending on location, product availability and order volumes.