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At Liams.co.ke, customer satisfaction is our top priority. We offer a clear and simple return and refund process for both defective and non-defective products. This policy ensures compliance with consumer protection laws in Kenya and meets all Google Merchant Center requirements.
1. Return Eligibility & Time Frame
You may return new and unused products within 7 days of delivery for a refund or exchange.
Accepted Reasons for Return:
| Reason | Eligible Categories |
|---|---|
| Changed my mind | All except hygiene-sensitive, perishables, undergarments, and customized items |
| Item doesn’t fit as expected | Clothing and shoes only |
| Received defective or damaged product | All categories |
| Received item with missing parts/accessories | All categories |
| Received wrong item, color, size, or model | All categories |
| Product appears used or expired | All categories except software |
| Product appears counterfeit or fake | All categories |
To be eligible for return:
- Item must be unused and in the same condition as delivered
- Must be in original packaging with tags, seals, and accessories included
2. Non-Returnable Items
The following items cannot be returned for hygiene, safety, or customization reasons:
- Health and personal care items (e.g., makeup, skincare, lingerie)
- Perishable or consumable items (e.g., food, supplements)
- Customized or personalized products
- Software or digital goods with broken seals
- Used, damaged, or altered items unless they arrived defective
3. Return Methods
We offer free returns through the following methods:
- Drop-off at a designated pickup location
- In-store return at our physical location in Nairobi
Once your return is submitted and approved, our team will provide you with the nearest drop-off point and return instructions.
4. Packaging & Data Safety Instructions
Before returning an item, please:
- Repack in the original box or packaging
- Include all manuals, warranty cards, and accessories
- Erase all personal data and log out of accounts (for electronics)
5. Refund Policy
Once we receive and verify the returned product, your refund will be processed within 5–7 business days.
- Refunds are made to the original payment method or as specified in your return form.
- If the product is defective or incorrect, both the product cost and delivery charges will be refunded.
- For non-defective items (e.g., “changed my mind”), only the product cost is refunded.
No restocking fees apply.
6. Rejected Returns
If your return does not meet our policy:
- We’ll attempt to redeliver the item twice within 6 business days
- If unclaimed after 30 days, the item may be disposed of responsibly (e.g., recycled or donated)
7. Exchanges
We accept product exchanges. If you’d like to replace a product with a different item or size, submit a return request and indicate your preferred replacement.
8. Need Help?
Our customer support team is available daily to assist you with return or refund requests.
Phone: +254 712 775 426
Email: sales@liams.co.ke | info@liams.co.ke
Visit Us: Comfort 5 Building, Gaborone Rd, Nairobi, Kenya
Support Hours: Daily, 8:00 AM – 7:00 PM