Lights Plug

Return & Refund Policy

At Lights Plug (“we,” “us,” or “our”), we are committed to ensuring customer satisfaction through quality lighting products and dependable service. This Return & Refund Policy outlines the terms under which customers may return products and request refunds for purchases made through our online store lightsplug.co.ke.

1. Eligibility for Returns

Customers may return goods within 7 days from the date of delivery or purchase. To qualify for a return:

  1. The product must be in unused condition.
  2. The product must show no signs of usage by the buyer.
  3. The product must be returned in its original condition and packaging (where applicable).
  4. The returned item must fully match the product originally purchased (same model, specifications, and accessories).
  5. The return must be accompanied by a valid order receipt or proof of purchase.
  6. If the item is damaged, the damage must be attributable to our handlers or delivery process, not due to buyer accident, mishandling, or improper use.

Items that fail to meet these conditions may be declined for return or refund.

2. Return Procedure

To initiate a return, customers must follow these steps:

  1. Complete the Returns Form available on our website or provided by customer support.
  2. Clearly reference the order number associated with the purchase.
  3. Submit the completed form to our support team via info@lightsplug.co.ke or any official communication channel.
  4. Once the request is reviewed, customers will receive instructions on where and how to return the item.

The return process will only proceed after the Returns Form has been reviewed and approved by our team.

3. Inspection of Returned Items

After receiving the returned item, our team will:

  • Verify its condition
  • Confirm that it matches the purchased product
  • Assess whether the damage (if any) occurred due to our handling or delivery process
  • Validate the accompanying proof of purchase

This inspection determines whether the return qualifies for a refund.

4. Refund Eligibility and Processing

If the return is approved:

  • Refunds will be processed within 14 days (2 weeks) from the date we receive the returned item.
  • Refunds will be issued using the same payment method used during purchase unless otherwise agreed with the customer.
  • Customers will be notified via email once the refund has been successfully processed.

If a return is not approved, the product will be sent back to the customer, and no refund will be issued.

5. Non-Returnable Items

The following items are not eligible for return:

  • Products showing signs of usage or buyer-induced damage
  • Products missing parts, accessories, or original packaging
  • Products returned without a valid receipt or proof of purchase
  • Customized, modified, or special-order items (if applicable)

6. Exchange Policy

At this time, Lights Plug does not offer direct product exchanges.
Customers wishing to exchange an item must:

  1. Return the original item following the standard return process; and
  2. Place a new order for the desired replacement item.

7. Contact Information

For questions or assistance regarding returns and refunds, reach out to us:

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