Refund & Returns Policy

Last updated: 3 January 2026

Welcome to Lush By Soni. These policies outline our store rules, shipping process, returns policy, terms of service, and how we handle your personal information. By placing an order, you agree to the policies below.

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• We do not offer returns or refunds once an order has been shipped.

• Refunds or exchanges are only allowed if the wrong item was shipped.

• Damaged Items:

• Items damaged after delivery or due to customer handling cannot be exchanged.

• If an item arrives damaged during shipping, report it within 24 hours with photo or video evidence.

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Intentional design

Our products solve real problems with clean design safe natural ingredients.

Quality first

We obsess over the details and strive to deliver the best products at the best price.

Customer care

Keeping our loyal customers happy is our top priority and number one goal.

F.A.Q

We do not offer returns or refunds once an order has been shipped. Refunds or exchanges are only allowed if the wrong item was sent.

Exchanges are only allowed if the wrong item was sent and must be reported within 24 hours of delivery.

Report the damage within 24 hours of delivery with clear photo or video evidence. Items damaged after delivery or through client handling are not eligible.

For wrong item, report it within 24 hours of delivery with photo or video proof. Approved cases will be exchanged.

Orders are confirmed after full payment has been received.

Door Step delivery or collect from Pick Up Mataani is available 24hrs-72hrs after ordering confirmation Nairobi addresses.

Next-day pickup at Star Mall, Shop C1 & C2 Collection is allowed only after receiving an arrival notification.Parcels remain at the pickup point for up to one week before being returned to us if uncollected.

Delivery timelines outside Nairobi depend on your selected courier. Couriers usually send SMS notifications upon parcel arrival or dispatch

Yes they are safe and suitable for all skin types.

Results vary by skin type. Customers are advised to perform a patch test before full use.

We are not responsible for reactions caused by allergies, incorrect usage, or mixing our products with harsh products.

📞 Phone / WhatsApp: 0708 319 986

📧 Email: hello@lushbysoni.com

Learn how we protect your data

Refund policy

Our return and refund terms

Shipping policy

Shipping, delivery and collection times.

Terms and conditions of use