Lock City Kenya Return Policy

At Lock City Kenya, we are committed to ensuring customer satisfaction. If you’re not fully satisfied with your purchase, we’re here to help with a smooth and transparent return or exchange process.

✅ Return Eligibility

You may return a product within 7 days of receiving your order if:

The item is unused and in its original packaging
The item is in resalable condition
You have a valid proof of purchase (receipt or order confirmation)

❌ Non-Returnable Items

We do not accept returns for:

Used or installed products
Items damaged due to misuse, improper installation, or negligence
Custom-made or special-order items
Clearance or discounted sale items (unless faulty)

🔁 Exchanges

We accept exchanges for eligible items within 7 days of purchase. If the item is defective or you received the wrong product, we will cover return shipping and deliver the correct item at no extra cost.

💳 Refund Process

Once your return is received and inspected, we’ll notify you of the approval or rejection of your refund.
If approved, a refund will be processed within 3–7 business days through your original method of payment or Mpesa.
Delivery or installation fees (if applicable) are non-refundable.

🚚 Return Instructions

To initiate a return or exchange:

Contact our support team via Call or WhatsApp at 0725 506 475 / 0728 086 170
Provide your order number and reason for return
Follow the instructions provided by our team

Products must be returned to our store at:
📍 Lock City Kenya – Exit 11, Eastern Bypass, Kamakis (Ruiru)

📞 Need Help?

Our customer support team is available to assist you with any return or exchange inquiries. Feel free to call or WhatsApp us during business hours.