Return & Refund Policy

1. Overview

We want you to be fully satisfied with your purchase. If you are not completely happy, you may return eligible items in accordance with the policy below.

2. Return Eligibility

To qualify for a return:

• Items must be returned within 7 days of delivery.
• Items must be unused, and in original condition.
• Items must be returned in their original packaging, with all tags and accessories included.
• Proof of purchase (order number or receipt) is required.

3. Non-Returnable Items

The following items are not eligible for return:

• Personalized or custom-made products
• Sale or clearance items (final sale)
• Opened personal care products (lotions, creams, oils)
• Underwear, swimwear, and intimate apparel
• Gift cards

4. Return Process

To initiate a return:

• Contact our support team at returns@lugold.com or through your account.
• Provide your order number and reason for return.
• Once approved, you will receive return instructions and the return shipping address.

5. Return Shipping

• Customers are responsible for return shipping costs unless the item is defective or incorrect.
• We recommend using a trackable shipping method, as we are not responsible for lost returns.
• Original shipping fees are non-refundable unless the return is due to our error.

6. Refunds

• Once we receive and inspect your return, we will notify you of approval or rejection.
• Approved refunds will be processed within 5-7 business days to your original payment method.
• Shipping fees are non-refundable unless the return is due to our error.

7. Exchanges

We only replace items if they are defective or damaged. If you need an exchange, please contact us at returns@lugold.com.

8. Damaged or Incorrect Items

If you receive a defective or incorrect item, contact us within 48 hours of delivery with photos. We will arrange a replacement or full refund at no additional cost.

9. Late or Missing Refunds

If you haven't received your refund:

• Check your bank account again.
• Contact your payment provider, as processing times may vary.
• If the issue persists, contact us at support@lugold.com.

10. Changes to This Policy

We reserve the right to update this policy at any time. Changes will be posted on this page with an updated effective date.

11. Contact Us

• Email: support@lugold.com
• Returns Email: returns@lugold.com
• Phone: +254 741 754 655
• WhatsApp: +254 741 754 655
• Address: Nairobi, Kenya