Returns & Exchanges Policy

At Nasieku Luxury Creations, we want you to be completely satisfied with your purchase. Please review our return and exchange policy below.

1. Return Policy

We accept returns within 14 days of delivery for most items in their original, unworn, and unused condition with all original tags and packaging intact.

2. Exchange Policy

We're happy to exchange items within 14 days of delivery for a different size, color, or style, subject to availability. The item must be in its original condition with all tags attached and packaging intact.

If the item you want is not available, we will issue a store credit for the value of the returned item.

3. How to Initiate a Return or Exchange

To start a return or exchange, please follow these steps:

1. Contact our customer service at returns@naeku-luxury.co.ke within 14 days of receiving your order.
2. Provide your order number and the reason for the return or exchange.
3. Our team will provide you with a Return Authorization Number (RMA) and return instructions.
4. Package the item(s) securely in the original packaging if possible, including all tags and any accessories.
5. Ship the package to the address provided in the return instructions.

Note: We recommend using a trackable shipping service and purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

4. Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (e.g., you received an incorrect or defective item).

Original shipping fees are non-refundable. If you received free shipping on your order, the cost of the original shipping will be deducted from your refund.

5. Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.

Please note that it may take additional time for your bank or credit card company to process and post the refund to your account.

6. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at support@naeku-luxury.co.ke with your order number and photos of the damaged/defective item.

We will arrange for a replacement or refund, including return shipping costs if applicable.

7. Final Sale Items

Items marked as "Final Sale" or "Non-Returnable" cannot be returned or exchanged unless they arrive damaged or defective.

8. International Returns

We currently only accept returns from within Kenya. For international orders, please contact us before placing your order if you have any questions about sizing or product details.

9. Contact Us

If you have any questions about our returns and exchanges policy, please contact us at:

Email: support@naeku-luxury.co.ke
Phone: +254 721 500197
Hours: Monday - Friday, 9:00 AM - 5:00 PM EAT