Refund & Returns Policy

Last updated: 1 July 2025 | House Levitika Plus Ltd

1. Our Commitment

At House Levitika Plus Ltd, we want you to be completely satisfied with your purchase. If you are not satisfied for any reason, we are here to help. This policy is in accordance with the Consumer Protection Act (Kenya) and our commitment to fair trade practices.

2. Return Window

You have 14 calendar days from the date of delivery to initiate a return.

3. Eligibility for Returns

To be eligible for a return, your item must be:

Unused and in the same condition as received.
In its original packaging with all tags attached.
Accompanied by the original receipt or proof of purchase.

The following items are non-returnable:

Perishable goods (e.g. food, flowers).
Digital downloads or software.
Personalised or custom-made items.
Intimate or sanitary goods for hygiene reasons.
Hazardous materials or flammable liquids/gases.
Gift cards.
Items purchased during a final sale.

4. How to Initiate a Return

Email support@houselevi.com with your order number, the item(s) you wish to return, and the reason for return.
Our team will respond within 3 business days with return instructions.
Ship the item to the address provided. We recommend using a tracked shipping service.

5. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
Approved refunds will be processed to your original payment method within 7–14 business days.
Original shipping costs are non-refundable unless the return is due to our error or a defective product.
If you paid via M-Pesa, refunds will be sent to the same M-Pesa number used for the original transaction.

6. Exchanges

We only replace items if they are defective or damaged. For exchanges, email support@houselevi.com.

7. Late or Missing Refunds

If you have not received your refund within 14 business days, first check your bank account, then contact your bank or payment provider. If the issue persists, contact us at support@houselevi.com.

8. Defective or Incorrect Items

If you receive a defective, damaged or incorrect item, please contact us within 48 hours of delivery with photos of the item and packaging. We will arrange a replacement or full refund at no additional cost to you.

9. Contact

House Levitika Plus Ltd | support@houselevi.com | Nairobi, Kenya