Lumen Vault accepts returns as per the following policy:
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- You can return any defective/damaged products delivered in such condition and we will exchange or process a refund in seven business days or less.
- To effect the above, the customer needs to raise an alert with us within 1 day from the date of delivery to be eligible for the return, refund, or exchange
- The product requiring exchange, refund, or return should be received by us within 2 working days of the date of delivery in order to be eligible for the same.
- We retain the rights to examine whether the product returned is defective/damaged and based on the verification Lumen Vault will either re-deliver/replace or refund the product/money to the customer.
- In case a product is defective or damaged, we will replace and reship the product to the same shipping address of the customer subject to the availability of the stock of the product.
- In case the returned product is not defective/damaged, then the customer will be informed about the same and the same product will be reshipped to the shipping address of the order.
- The customer is responsible for shipping/courier charges for a replaced/re-shipped product. In some instances at our discretion, we may avail free courier/shipping.
- If the product stock is unavailable, then a request for the refund will be initiated and the same shall be informed to the customer.
Submit Your Return Request
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- To initiate a return, you will need to let us know via email support@lumenvault.co.ke or Whatsapp/Call 0791654198. Please provide as much detail as possible to enable us to expedite your request. We look forward to serving you!