LaraMart Stores Returns Policy

Retail Concepts Limited t/a “LaraMart”
Policy applies to: In-store purchases and online orders via laramart.co.ke Effective date: 01 January 2026

At LaraMart, we’re committed to making shopping convenient and reliable. If an item doesn’t meet your expectations—wrong size, wrong item delivered, quality concerns, or a defect—we’ll work to put it right through a replacement, exchange, or store credit, subject to the terms below.

1) Returns window Non-perishable products

• Must be reported/returned within 2 days of purchase or delivery.

Perishable products (fresh, chilled, frozen, bakery, produce)
• Must be reported/returned within 1 day of purchase or delivery.

Note: “Delivery” means the timestamp when the order is marked delivered (or handed over at pickup).

2) Proof of purchase required

To process a return/replacement, you must provide at least one of the following:

• Original receipt, or
• Online order confirmation (email/SMS), or
• Transaction reference (M-Pesa code/card slip), plus the order/receipt number where applicable.

3) Item condition requirements

Returned items must be:

• In the same condition as received/purchased
• With original packaging, accessories, manuals, tags, and barcodes intact (where applicable)
• Not used, washed, altered, or damaged by misuse For perishable items, LaraMart may request the item be returned or may verify via photos (especially for online orders), depending on the situation.

4) Howreplacements/returnsarehandled(bypaymentmethod) A) Replacements/Exchanges(preferred)

Where possible, we will:

• Replace with the same item, or
• Exchange for another item of similar value and purpose B) StoreCredit(wherereplacementisnotpossible) If the exact product is out of stock or unavailable, LaraMart may offer:

• Store credit / voucher equivalent to the item value (or purchase price, as applicable)

C) Refunds
As a general rule, cash refunds are not provided.

If a refund is approved (e.g., payment error, duplicate charge, cancelled order before fulfillment), refunds will be processed:

• To the original payment method, where feasible (M-Pesa reversal/card refund), or
• As store credit where a reversal is not feasible 5) Online orders (laramart.co.ke)—delivery issues and wrong items If you receive:

• The wrong item, missing items, or incorrect quantity
• Damaged items due to delivery handling
• Expired or visibly compromised perishables Please notify LaraMart as soon as possible, and within the time windows in Section 1. We may request photos and your order number to speed up resolution.

6. 6)  Store returns (in-storepurchases)
   • Items purchased in-store should be returned to the same LaraMart branch where the purchase was made, unless LaraMart confirms otherwise.
   • For loyalty-linked purchases, we may confirm the transaction using your loyalty ID/phone number (this does not replace proof of purchase for all cases).
7. 7)  Price differences and out-of-stock situations

• If the replacement item costs more than the original item, you will pay the

difference.

• If the replacement item costs less, the difference may be issued as store credit.
• If the original item is out of stock, LaraMart will offer:

o A similar alternative, or
o Store credit/voucher for the original value

8) Items not eligible for return/replacement
For hygiene and safety reasons, the following are not returnable/replacement eligible,

unless faulty on arrival or incorrectly supplied:

• Undergarments and intimate wear
• Items that have been used, washed, altered, or damaged after purchase
• Perishable products not reported within the 1-day window
• Items without proof of purchase (receipt/order confirmation) where verification is not

possible

9) Damaged or altered merchandise

We will not accept returns/replacements for items that are:

• Damaged due to misuse, improper storage, or normal wear and tear
• Altered, repaired, or tampered with
• Missing original labels, tags, barcodes, packaging, or key accessories (where applicable) 10) Loyalty programme purchases Where your purchase is linked to your loyalty account, LaraMart may use your loyalty purchase record to assist with verification and faster service. Points earned on returned items may be adjusted accordingly, and points redeemed may be reversed where applicable. 11) Discretion and fraud prevention LaraMart reserves the right to:

• Decline a return/replacement where policy conditions are not met
• Request additional verification to prevent fraud and protect customers
• Limit returns where patterns suggest misuse of the policy

12) How to request a return or replacement
For online orders
Contact Customer Care within the eligible window and provide:

• Order number
• Item(s) and issue
• Photos where relevant (damaged/expired/wrong items)
• Preferred resolution (replacement/exchange/store credit) For in-store purchases Visit the branch with:

• The item in eligible condition
• Proof of purchase
  Customer Care: online@laramart.co.ke | +254 717000010 Working hours: 7:30 am – 10:30 pm (Mon – Sat) | 8:30 am – 10:30 pm (Sun) By Management Retail Concepts Limited t/a LaraMart Stores