Effective Date: 20th June 2025
Website: www.lemakhouseholds.co.ke

At Lemak Households, we are committed to delivering quality products that meet your expectations. However, in rare cases where issues arise, our Returns and Refunds Policy ensures transparency and fairness.

1. Returns Eligibility

We accept returns only under the following conditions:

  • Wrong Item Delivered: If you receive an item that is different from what you ordered, you may return it immediately at the point of delivery.
  • Damaged Item Delivered by Our Rider: If the item is physically damaged and was delivered by our rider, it may be returned at the point of delivery.

Important:
We do not accept returns for items damaged during transit by third-party couriers. In such cases, the client is responsible for lodging a compensation claim directly with the courier service.

2. Returns Timeframe

  • Returns must be initiated on the same day of delivery.
  • Preferably, returns should be done at the point of delivery, before accepting the item.

3. Refunds

Refunds are provided only under these circumstances:

  • If a wrong item is delivered and we are unable to replace it with the correct item (especially for prepaid orders).
  • Refunds will be processed via the original payment method, typically within 3–5 business days of confirmation.

We do not issue refunds for:

  • Items damaged by third-party couriers
  • Buyer’s remorse or change of mind after accepting the delivery

4. How to Initiate a Return or Refund

To report a wrong or damaged item:

  • Immediately notify the rider at the point of delivery
  • Or contact us within the same day via:

Please provide your order number, description of the issue, and, if possible, a photo of the item.

5. Final Notes

  • Items must be unused and in original packaging when returned
  • Return requests raised after the delivery day may not be accepted
  • Lemak Households reserves the right to assess the return request before accepting or issuing a refund

Thank you for shopping with Lemak Households. We strive to ensure a smooth and satisfactory experience for every customer.