Refund and Returns Policy - LULU Cleaning & Pest Control

LULU Refund & Returns Policy

Last Updated: 8 August 2026

At LULU Cleaning, Fumigation & Pest Control Services, we want you to feel confident every time you book a service or purchase a product from us.

We understand that sometimes things don’t go as planned. That’s why we’ve created a straightforward 7-day Refund & Returns Policy to make resolving issues as easy and fair as possible.

1. Our Commitment to You

Your satisfaction matters to us. Whether you’ve booked a cleaning, fumigation, or pest-control service, or purchased cleaning and pest-control products from LULU, we’ll do our best to resolve any genuine issue promptly and fairly.

If you have a concern, please contact us within 3 days of the service date or product delivery.

2. Service Cancellations & Refunds

If you need to cancel a scheduled cleaning, fumigation, or pest-control service, please notify us as soon as possible.

Depending on when the cancellation is made and whether we have already incurred costs preparing for or travelling to the service, we may offer:

A full refund;
A partial refund; or
Rescheduling of your service at a mutually convenient time.

Where a service has already been substantially completed, a full refund may not be available. However, we’ll review each situation fairly and work with you toward a reasonable solution.

3. Unsatisfactory or Incomplete Services

We take the quality of our services seriously.

If you believe a cleaning, fumigation, or pest-control service was incomplete or did not meet the agreed requirements, please contact us within 2 days and explain the issue.

Where appropriate, LULU may offer:

A complimentary follow-up visit or corrective service;
Partial reimbursement; or
A refund, depending on the circumstances.

For pest-control and fumigation services, results can depend on factors such as the level of infestation, property conditions, sanitation, access to affected areas, and the customer’s cooperation with recommended preventive measures. We therefore assess complaints based on the specific service provided and the agreed scope of work.

4. Returns for Damaged or Faulty Products

If a cleaning or pest-control product purchased from LULU arrives damaged, defective, faulty, leaking, or otherwise unusable, please contact us within 1 days of receiving it.

To help us process your request quickly, please provide:

Your order or purchase details;
A description of the problem; and
Clear photos or videos of the damaged or faulty product where possible.

Depending on the circumstances, we may provide a replacement, exchange, credit, or refund.

Please keep the product, packaging, and any relevant accessories until your request has been reviewed.

5. Wrong Products or Undelivered Orders

If you receive a product different from what you ordered, please notify us within Immediately upon delivery.

If we sent you the wrong item, we will work with you to arrange an appropriate solution, which may include:

Replacing the item with the correct product;
Collecting or arranging the return of the incorrect product; or
Providing a refund where appropriate.

If your order has not arrived within the agreed delivery period, please contact us so we can investigate the delivery and determine the appropriate resolution.

6. Product Return Conditions

For hygiene, safety, and product-quality reasons, returns may be subject to the following conditions:

Products should preferably be unused and in their original packaging.
Products should be returned with proof of purchase or order details.
We may not accept returns for products that have been opened, used, altered, contaminated, or damaged after delivery, unless the product was faulty or damaged when received.
Certain products may have additional return or handling requirements depending on their nature.

If you’re unsure whether your item qualifies for a return, please contact us first. We’re happy to help.

7. How to Request a Refund or Return

Getting help is simple.

Step 1: Contact LULU within 2 days of the relevant service or product delivery.

Step 2: Provide your order details, service details, receipt, or other proof of purchase.

Step 3: Tell us what went wrong and, where relevant, provide photos or videos.

Step 4: We’ll review your request and let you know the next steps.

We aim to handle refund and return requests as promptly as reasonably possible.

8. Refund Processing

Once a refund has been approved, the refund will be processed using an appropriate payment method, taking into account the original payment method and the circumstances of the transaction.

The time it takes for the funds to reach you may depend on the payment provider, bank, mobile-money service, or other payment method used.

9. Important Note About Service Results

For cleaning, fumigation, and pest-control services, we aim to deliver the agreed service professionally and to a high standard.

Our refund and returns policy lasts 3 days. If 3 days have passed since your purchase, we can’t offer you a full refund or exchange.

However, pest activity and infestation levels can vary, and pest-control or fumigation services cannot always guarantee permanent elimination or prevention of future infestation. Follow-up treatments may sometimes be recommended depending on the nature and severity of the problem.

Our team will explain any relevant preparation, safety, access, or follow-up requirements where applicable.

10. Contact Us

Have a concern about a service or product? Please don’t hesitate to reach out.

We’re here to listen, understand what happened, and find a fair solution wherever possible.

LULU Cleaning, Fumigation & Pest Control Services
Location: Kenya
Phone/WhatsApp: [Insert phone number]
Email: [Insert email address]
Business Hours: [Insert business hours]