Last Updated: 20th October 2025
J Luxury Store, your satisfaction is our top priority. We aim to ensure that every purchase meets your expectations. However, if you’re not completely satisfied with your order, we’re here to help.
Returns
You may return most new, unopened items within 2 days of delivery for a full refund or exchange.
To be eligible for a return, your item must be in the same condition that you received it — unused, with tags, and in its original packaging.
Proof of purchase (such as an order confirmation or receipt) is required.
Items that cannot be returned:
Perishable goods (e.g., food, flowers)
Personal care items (e.g., cosmetics, intimate apparel)
Sale or clearance items (unless defective or damaged)
How to Initiate a Return
Contact our support team at +254.758.185.196 with your order number and reason for return.
Our team will provide return instructions and the return address.
Once your return is received and inspected, we’ll notify you of the approval or rejection of your refund.
Refunds
Approved refunds will be processed to your original payment method within 2 business days.
Shipping fees are non-refundable unless the return is due to our error (e.g., wrong or defective item).
Exchanges
If you received a defective or damaged item, we’ll gladly replace it at no additional cost. Please contact us within 24hrs of delivery to arrange an exchange.
Late or Missing Refunds
If you haven’t received your refund yet:
Check your bank account or payment app again.
Contact your mobile money company — it may take some time before your refund is officially posted.
If you’ve done all of this and still haven’t received your refund, please reach out to us at support@jluxurystore.co.ke or Call / WhatsApp: +254.758.185.196