Refund and Returns Policy

At LovernaJ Sounds, we want you to be completely satisfied with your purchase. Whether you are buying a professional mixer, a set of studio monitors, or a musical instrument, we stand behind the quality of our gear. Our policy is designed to be fair and transparent in accordance with Kenyan consumer protection standards.

1. Return Window

  • General Policy: We offer a 30-day return policy, giving you 30 days after receiving your item to request a return.

  • Nairobi "Cooling-Off" Period: For customers within Nairobi, a 3-day cooling-off period applies for immediate returns.

  • Outside Nairobi: Customers outside Nairobi have the right to cancel or return an order within 2 days of delivery for any reason, provided the conditions below are met.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

  • Condition: The item must be in the same condition that you received it—unused, unworn, and with all original tags attached.

  • Packaging: It must be in the original packaging, including all manuals, cables, and accessories.

  • Proof of Purchase: You must provide the receipt or proof of purchase.

Non-Returnable Items:

  • Sale items or gift cards.

  • Custom-ordered or personalized equipment.

  • Software products (downloadable or opened physical media).

  • Hazardous materials (e.g., certain cleaning liquids or gases).

3. The Return Process

  1. Initiate the Request: Contact us at lovernajshop@gmail.com to start your return. Please include your order number and the reason for the return.

  2. Approval: If your return is accepted, we will send you a return shipping label and instructions on where to send your package.

    • Note: Items sent back to us without first requesting a return will not be accepted.

  3. Shipping Address: Approved returns should be sent to:

    Mfangano Street, Nairobi, Kenya.

  4. Return Cos/ Restocking fee:  Free for all our products

    Return Label
    Included in the package, Free

4. Damages and Issues

Please inspect your order immediately upon receipt. If the item is defective, damaged, or if you received the wrong item, contact us right away. We will evaluate the issue and make it right at no additional cost to you.

5. Exchanges

The fastest way to ensure you get what you need is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

6. Refunds

  • Inspection: Once we receive and inspect your return, we will notify you if the refund was approved or rejected.

  • Processing: If approved, you will be automatically refunded via your original payment method (e.g., M-Pesa or Bank Transfer) within 15 business days.

  • Follow-up: If you haven’t received your refund after 15 business days of approval, please contact us at lovernajshop@gmail.com.

  • Restocking Fee: No restocking fee, you get full amount refund.

Contact Us

For any questions regarding returns and refunds, reach out to our support team:

  • Email: lovernajshop@gmail.com

  • Phone: 0715479650

  • Location: Mfangano Street, Nairobi.

     

Last Updated: April 20, 2026