Returns

LIPA LATER AFTER- SALES RETURN POLICY 

You can only initiate a return within 7- days for eligible items subject to terms and conditions herein;

 

After the 7-day return period has elapsed, we will not be able to facilitate the return and you will be required to visit a service center to have the issues looked into should your item be under warranty. 

Should you wish to return an item that fits the requirements for return, ensure that  the item is in its original packaging with all the items intact.

You are encouraged to initiate the return as soon as possible to begin the process. 

NB: Return will not be facilitated in instances where the customer decides to change their mind after receipt of the item. 

 

  1. Product integrity standards:

The customer shall ensure that the returned product and related accessories (such as tag, manual, warranty card, etc.) are complete, and maintain the original quality, function, no damage, mal-operation.

The outer packaging of the product is an integral part of the product, and should be complete when returned, without serious damage or contamination.

“Outer packaging” means: the original packaging of the manufacturer and does not necessarily include the packaging of the secondary packaging by the seller or the logistics service provider.

“Sealing” means that the outer packaging of the product is sealed by the manufacturer (sealing) or integral plastic (tight) packaging.

 

  1. Supported reasons for return:

 

Return of

Description

Note

Defective products

Due to seller wrong operation, product defects or damage upon arrival at the buyer.

Defect or damage means that the product is severely deformed when it arrives at the buyer, or the internal product is damaged or cannot be used normally.

Doesn’t match product description

The product quality doesn't meet the expectations or does not match the description on the webpage/APP.

1. The product description should truly reflect the product characteristics;

2. The product picture and description should be accurate, which can truly reflect the product color and attributes.

Wrong product

The goods and additional items within orders delivered to the customer are not the same product as the customer's purchase.

 

Missing parts or product

Seller did not ship all products or did not send all the components (As explained from the product details)

1. Before sending, make sure you've packed all the items in the "purchased product list";

2. If there are bonus gifts, make sure they are also packaged together.

Counterfeit products

Infringe on the trademark rights of other brands and mislead customers to make them authentic.

 

 

  1. Conditions for a valid return.
  •  Original packaging – the manufacturer packaging with all the contents intact.
  •  Any free promotional items – gifts or accessories delivered with the purchased item
  •  Valid reason for a return as per our terms and conditions.
  • Due to the nature of our suppliers, please note that some have a no refund policy once the item has left the store, we will however do all that is within our reach to resolve the issue. 

Please note that we do not accept returns for below mentioned items. Kindly inspect such products keenly upon delivery or pickup and reject it on the spot if need be.

1. Products not purchased from Lipa Later (order serial numbers does not match);

2. Products that exceed the expiry date (Exceed warranty period);

3. Unauthorized repair, misuse, collision, negligence, abuse, into the liquid, accident, alteration, product quality problems caused by improper installation, or torn, altered labels of machine serial number or anti-counterfeiting mark;

4. The warranty card does not match the product and was altered.

5. Undergarments, adult products or anything similar products. 

 

  1. FAQs
  1. How do I return an item?

Please contact our customer service team through 0709684000 for any return requests or Click here to fill the form.

Please ensure that the package of the returning item is in good condition; any package found to be missing or damaged will be rejected or returned to you after the quality check. 

  1. How long will it take to return an item and get my refund?

Return will be between 1-14 Business days depending on the location of the client. 

  1. How do you process return claims?

We will do a quality check and if the claim is valid, we will replace the item or in extreme cases, cancel the facility if no substitute for the item is available. (This process will take a maximum of 14 business days from the day we receive the returned item)

Please note that we will return the item back to you if your return claim is invalidated and you will still be required to continue with the repayment of your facility that you signed up for if the item(s) was not purchased in cash/Mpesa or Card .

  1. How do I check the status of my return?

Please contact our customer service team through 0709684000 for advice on the status of your return or write to us here, our representative will contact you.

  1. Is my product under warranty?

Most of our electronics items have a 1-year warranty, however this depends on the item and the supplier that we sourced your item from . Depending on the raised issue we might advise you to visit a specific service center for assistance. Please contact our customer service team through 0709684000

  1. How do I get notified if my return claim is invalidated?

We will call you to elaborate on why the return was declined and thereafter send the item(s) back to you. 

In case you fail to pick the item we shall store it in our offices or at the service center for up to ten (10) days awaiting your collection. If you do not collect the product within the advised ten (10) days it will be deemed as a forfeited item and we will dispose of it in accordance with the Kenyan law and you will still be required to continue with the repayment of your facility that you signed up for.

  1. What should I do if I received an item I did not apply for /Wrong item?

When collecting or picking your item please ensure you verify on a collection that the item delivered is in good condition and reject it if it is a wrong item. If you fail to return within receipt and wish to return it within the 7 days period, please ensure the item is in good condition with the seal not broken. 

  1. Am I required to return free gifts when I return a product, I purchased with Lipa Later?

All gifts and accessories will be returned together with the item in question. 

  1. What if I have a missing item in my package?

All missing items should be reported upon receipt. Please counter check during item pickup or delivery. 

  1. Do I have to pay for shipping charges when I return a product?

There are no charges for shipping a product back should they be found defective.

  1. Will I get a cash refund or another item? 

A new item will be issued should the item be defective; however if a similar item is not available a cash refund or credit note will be initiated. 

  1. What should I do if I am not satisfied with the solution?

Please contact our customer service team through 0709684000 for any return requests or Click here to fill the form.