Refund policy

At LYX, we are committed to providing high-quality beauty, skincare, haircare, and wellness products from trusted brands. We take great care in selecting, storing, and handling every product to ensure it reaches you in excellent condition.

Please review our Return & Refund Policy below.

Returns

We accept returns of eligible products within 7 days of delivery.

To qualify for a return, products must:

  • Be unused and unopened

  • Be in their original packaging

  • Have all seals intact

  • Be in the same condition as received

Proof of purchase may be required to process a return.

Order Issues

If there is an issue with your order, such as receiving an incorrect item or an item affected during delivery, please contact us within 48 hours of receiving your order.

To help us review your request, please provide:

  • Your order number

  • A brief description of the issue

  • Clear photos of the item and packaging

Non-Returnable Items

For hygiene, safety, and product integrity reasons, we are unable to accept returns or exchanges of:

  • Opened skincare products

  • Opened haircare products

  • Opened beauty products

  • Personal care products once opened

  • Beauty wellness supplements once opened

  • Gift cards

  • Promotional or clearance items marked as final sale

Products that have been opened, used, tested, or have broken seals are not eligible for return.

Refunds

Once a returned item has been received and inspected, we will notify you of the outcome.

If approved, refunds will be issued to the original payment method used during purchase.

Please allow up to 10 business days for the refund to be processed, depending on your payment provider.

Original shipping fees are non-refundable.

Exchanges

Where available, eligible items may be exchanged for the correct product or replaced at our discretion.

Return Shipping

If a return relates to an error with your order, LYX will cover the return shipping costs.

For approved returns that are not the result of an order error, customers may be responsible for return shipping costs.

Order Cancellations

Orders may be cancelled before they have been processed or dispatched.

Once an order has been dispatched, it cannot be cancelled and will be subject to this Return & Refund Policy.

Contact Us

If you have any questions regarding returns, refunds, or exchanges, please contact us:

Email: info@lyx.co.ke

We appreciate your trust in LYX and are committed to providing an exceptional shopping experience.