Returns & Claims

If something is not right with your order, we’ll work with you to resolve it. Please read the information below before initiating a return or lodging a claim, as the process varies depending on the situation.

AfricanLux accepts returns on stocked items within 30 days of the original purchase date, provided the following conditions are met:

• The product is in its original, undamaged packaging
• The product has not been installed, cut, modified, or used
• The original proof of purchase is provided
• The return is initiated by contacting AfricanLux before sending the goods

Bespoke, made-to-order, and special-order products are non-returnable unless they arrive damaged or with a manufacturing defect.

Returns may be subject to a 15% restocking fee of the original invoice unless the return is the result of an AfricanLux error.

Bespoke, made-to-order, and special-order products are non-returnable unless they arrive damaged or with a manufacturing defect.

Please:

• Keep all original packaging
• Take clear photos of the damage or issue before contacting us

Claims for transit damage reported after 48 hours may not be accepted.

Once the issue is confirmed to be with the product or the delivery, we will arrange a collection of the affected goods and provide a replacement or issue a credit at no additional cost.

For product faults that occur after installation and fall within the manufacturer guarantee period, please refer to our Guarantees page for the full claims process.

Guarantee claims are handled separately from standard returns.

1. Contact AfricanLux

Call or email our support team and provide us with your order number, the item(s) you wish to return, and the reason for the return.

Do not send goods back before receiving a return authorisation.

2. Receive Return Authorisation

We will issue a return authorisation number and confirm the return address and next steps.

Goods returned without a valid authorisation number will not be accepted.

3. Package and Send the Goods

Ensure the goods are securely packed in their original packaging. Clearly mark the return authorisation number on the outer packaging.

Return shipping costs are the responsibility of the customer unless the return is due to an AfricanLux error.

4. Processing and Credit

Once the returned goods have been received and inspected, your return will be processed within 5 business days.

You will receive written confirmation once your credit or replacement has been issued.

If you’re unsure how to proceed, have a question about a claim, or would like to initiate a return, contact our support team and we’ll guide you through the process.