Return Policy

Return & Refund Policy

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Thank you for shopping with Lufi Men Shop We value your trust and want you to be completely satisfied with every purchase. Please read this policy carefully before placing your order.

This Return & Refund Policy outlines the rules and procedures regarding returns, exchanges, refunds, and cancellations for purchases made through our website, social media pages, or authorized platforms.

1. Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:

  • The return request must be made within 7 calendar days from the date of delivery.

  • The item must be unused, unworn, and in its original condition.

  • All tags, labels, seals, and packaging must be intact and unaltered.

  • You must provide proof of purchase (e.g., order number, receipt, or confirmation email).

  • The product must be returned in its original packaging, including any accessories, manuals, or promotional items received with it.

2. Non-Returnable Items

Certain products cannot be returned due to hygiene, safety, or customization reasons. These include:

  • Personal care items (e.g., beauty products, cosmetics, hair accessories, underwear)

  • Custom-made or personalized items (e.g., engraved, made-to-order products)

  • Sale or clearance items marked “Final Sale”

  • Digital products or downloadable content

  • Gift cards, discount vouchers, and promotional giveaways

  • Opened products where hygiene may be compromised

We reserve the right to refuse any return that does not comply with the above criteria.

3. Return Process

If your item meets the eligibility conditions, here’s how to proceed:

3.1 Step-by-Step Process

  1. Initiate a Return: Contact our support team via [email/WhatsApp/live chat] within 7 days of receiving your order. Include your order number and reason for return.

  2. Approval & Instructions: Once reviewed, you will receive return instructions and a return address.

  3. Ship the Item: Pack the item securely and ship it to us within 3 days of receiving the return instructions. Use a trackable courier service if possible.

  4. Inspection & Notification: We will inspect your return and notify you once it is approved or rejected.

  5. Refund/Exchange: If approved, you will receive your refund, exchange, or store credit as applicable.

3.2 Customer Responsibility

  • Return shipping costs are your responsibility unless the return is due to a company error (damaged, incorrect, or defective item).

  • We are not liable for returns lost in transit.

4. Refunds

4.1 Types of Refunds

If your return is approved, refunds may be processed in one of the following ways:

  • Original payment method (e.g., M-Pesa, card, bank transfer)

  • Store credit that can be used for future purchases

  • Exchange for the same or different item (subject to availability)

4.2 Refund Timeline

  • Refunds are processed within 5–7 business days after we receive and inspect your item.

  • M-Pesa refunds may reflect sooner; bank/card refunds may take longer depending on your financial institution.

4.3 Partial Refunds

Partial refunds may be issued in certain cases, such as:

  • Items returned with missing parts

  • Damaged packaging

  • Late returns beyond the 7-day window (if accepted)

5. Damaged or Incorrect Items

We sincerely apologize if you received a defective, damaged, or wrong item. Please contact us within 48 hours of delivery with:

  • Clear photos of the item and packaging

  • A brief description of the issue

  • Your order number

We will prioritize resolving the issue through replacement, exchange, or full refund. In such cases, we will cover the return shipping and re-send costs.

6. Late or Missing Refunds

If you haven’t received a refund yet:

  1. Recheck your account or M-Pesa balance.

  2. Contact your bank or mobile money provider — it may take time to process.

  3. If it’s been over 10 business days and you still haven’t received your refund, contact us at [your support email/phone].

7. Exchanges

We only replace items if they are defective or damaged, or in certain cases, if you ordered the wrong size and the item is still in new condition. For exchanges:

  • Follow the standard return process.

  • Indicate clearly what you’d like to exchange the item for.

  • Exchanges are subject to stock availability.

If the requested item is out of stock, we will issue store credit or a full refund.

8. Order Cancellations

Orders can only be cancelled before shipping. If your order has already been processed and shipped, it cannot be cancelled. You may request a return after delivery (if eligible).

To cancel an order, contact us immediately at [support line/email/WhatsApp].

9. Store Credit Terms

Store credit issued:

  • Will be valid for 90 days from the issue date.

  • Can be used on any product unless stated otherwise.

  • Is non-transferable and cannot be exchanged for cash.

10. Disputes & Contact

We strive to ensure all customer complaints are resolved fairly. If you feel your return or refund was mishandled, please escalate by contacting us through our support team or management line.

Contact Us: info@lufimen.com

11. Policy Updates

This return and refund policy may be updated from time to time to reflect changes in our operations or legal requirements. We encourage you to review it periodically.