At Luxe Watches and Eyewear, we strive to provide our clients with authentic luxury pieces and a transparent shopping experience.

Please Note: Luxe Watches and Eyewear is an independent retailer. We are not an authorized dealer or affiliated with the manufacturers of the brands we sell. All items are sourced independently.

1. Return Window

We offer a 7-day return and exchange window from the date of purchase or delivery. To be eligible for a return, you must notify us and initiate the process within this 7-day period.

2. Eligibility for Returns

Returns are strictly accepted only under the following conditions:

  • Manufacturing Defects: The product has a verified internal manufacturing defect.
  • Non-defective items also qualify for return if found to be verifiably counterfeit
  • Functionality: The product stops working/functioning within the 7-day window despite normal use.

Items NOT eligible for return:

  • Items showing signs of misuse, accidental damage, or “wear and tear” after purchase.
  • Fragrances & Fragrance Gift Sets: Due to hygiene and safety regulations, these are strictly non-returnable and non-exchangeable once the seal is broken or the item is delivered.

3. Return Conditions

To qualify for a refund or exchange, the item must be:

  • In its original, untampered packaging.
  • Inclusive of all original accessories, manuals, tags, and any bundled promotional gifts.
  • In the exact same condition as it was at the time of sale.
  • Restocking Fee: We do not charge a restocking fee for valid returns.

4. How to Initiate a Return

To start a return, please contact us or visit our physical location:

  • Email: info@luxewatchesandeyewear.co.ke
  • Phone: +254 796 950 121
  • Physical Store: Shop MF 34, The Circle Mall, Timau Road, Kilimani, Nairobi, Kenya.

5. Refunds and Processing

Once we receive and inspect your item at our Kilimani shop, we will notify you of the approval or rejection of your refund.

  • We guarantee the authenticity of all products we sell. If any product is independently verified and proven to be counterfeit, we will issue a full refund of the purchase price.
  • Refunds will be processed within 5–7 business days from the date of verification and will be issued via M-Pesa or bank transfer, depending on the customer’s preferred method.

6. Shipping Costs for Returns

  • Defective Items: If the return is due to a verified manufacturing defect, Luxe Watches and Eyewear will cover the cost of return shipping.
  • Exchanges/Other: For approved exchanges of equal or greater value, the customer is responsible for all related shipping and logistics costs.

7. Exchanges

Exchanges are handled on a case-by-case basis. Items must be exchanged for a product of equal or greater value, and any price difference must be settled by the customer before the new item is released.