Return & Exchange Policy
Last Updated: [20/11/25]
At Lenny Ventures, we value our customers and aim to ensure a smooth and transparent shopping experience. Please read our return and exchange guidelines carefully before making a request.
1. Eligibility for Return or Exchange
You may request a return or exchange if:
- The item arrives faulty, defective, or malfunctioning.
- The item you received is different from what you ordered.
To qualify:
- The request must be made within 48 hours of receiving the product.
- The item must be in original packaging and unused, unless the defect is due to manufacturing.
2. Non-Returnable Items
Returns or exchanges will NOT be accepted if:
- The item has physical damage, water damage, or signs of misuse.
- The fault is caused by incorrect handling, impact, or unauthorized repairs.
- The product was purchased during a clearance, discount, or final sale unless defective upon arrival.
3. Warranty-Based Returns
Certain products sold by Lenny Ventures include a warranty (as stated at purchase). Warranty covers manufacturing defects only and does not include:
- Water damage
- Physical damage
- Misuse or mishandling
Warranty returns are only approved after technical inspection.
4. Process for Returns
To initiate a return:
Contact our support team via WhatsApp or phone within 48 hours.
Provide:
- Order number
- Clear photos or videos of the issue
- Description of the problem
- Our team will review and provide return instructions.
Once approved:
- The item must be sent back to Lenny Ventures for inspection.
- Replacement or repair will be processed within 2-5 business days after inspection.
5. Refunds
Refunds are issued only when a replacement is unavailable.
Refund timelines:
- Mobile money refunds: 24-72 hours after approval.
Shipping costs are non-refundable unless the error was from Lenny Ventures.
6. Customer Responsibility
Customers are responsible for:
- Providing correct delivery details
- Safe handling of the item after delivery
- Returning the product in original condition during inspection
7. Contact Information
For any return or exchange request, reach us at:
Lenny Ventures Customer Support:
- Phone/WhatsApp: +254 792435157
- Hours: Mon-Sat, 9AM-6PM
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