Last Updated: January 20, 2026

At LifeMate, we are committed to ensuring your complete satisfaction with every purchase. This Refund and Returns Policy outlines the terms and conditions for returning products and requesting refunds. Please read this policy carefully before making a purchase.

1. Overview

We understand that sometimes a product may not meet your expectations. That’s why we offer a straightforward returns process to ensure you have a positive shopping experience with LifeMate.

For information about delivery and installation services, please visit our Shipping Policy.

2. Return Eligibility

2.1 Eligible Products

You may return most items purchased from LifeMate within 14 days of delivery, provided they meet the following conditions:

• Item is unused, unassembled, and in its original condition
• Item is in its original packaging with all tags, labels, and accessories intact
• Item has not been modified, altered, or damaged by the customer
• Proof of purchase (order confirmation or receipt) is provided

2.2 Non-Returnable Items

The following items cannot be returned unless defective or damaged upon arrival:

• Custom-made or personalized furniture
• Items marked as “Final Sale” or “Non-Returnable”
• Products that have been assembled or installed
• Items with signs of use, wear, or damage caused by the customer
• Mattresses and bedding products (for hygiene reasons)
• Clearance or heavily discounted items (unless defective)

3. Return Process

3.1 Initiating a Return

To initiate a return, please follow these steps:

1. Contact Customer Service
   • Email: esales@lifemate.com
   • WhatsApp: +234 902 666 6624
   • Phone: +234 812 000 6000
2. Provide the Following Information
   • Order number
   • Product name and quantity
   • Reason for return
   • Photos of the item (if applicable)
3. Receive Return Authorization
   • Our team will review your request within 2-3 business days
   • If approved, you will receive a Return Merchandise Authorization (RMA) number
   • Returns without an RMA number will not be accepted

3.2 Preparing Your Return

Once your return is authorized:

• Repack the item securely in its original packaging
• Include all original accessories, parts, and documentation
• Clearly write the RMA number on the outside of the package
• Do not write directly on the product packaging; use a separate label

3.3 Return Shipping

• For defective or damaged items: LifeMate will arrange for pickup at no cost to you
• For change-of-mind returns: The customer is responsible for return shipping costs
• For large furniture items: Please contact us for return shipping arrangements and costs

For more information about shipping and delivery, please see our Shipping Policy.

4. Damaged or Defective Products

4.1 Reporting Damage

If you receive a damaged or defective product:

1. Report within 48 hours of delivery
2. Do not discard the packaging or product
3. Provide photos showing:
   • The damage or defect
   • The packaging condition
   • The shipping label

4.2 Resolution Options

For damaged or defective items, we offer:

• Replacement: We will send a new item at no additional cost
• Repair: For minor damage, we may offer professional repair services
• Full Refund: If replacement or repair is not possible

4.3 Inspection

We may arrange for an inspection of the damaged item before processing your claim. Please keep the item in its delivered condition until the inspection is complete.

5. Refund Policy

5.1 Refund Processing

Once we receive and inspect your returned item:

• Refunds are processed within 7-10 business days
• You will receive an email notification confirming your refund
• Refunds are issued to the original payment method

5.2 Refund Amount

5.3 Non-Refundable Charges

The following charges are non-refundable unless the return is due to our error:

• Original delivery and installation fees
• Assembly service charges
• Express or expedited shipping fees

5.4 Restocking Fee

A restocking fee of up to 15% may apply to:

• Items returned due to change of mind
• Items with opened packaging (but unused)
• Large furniture items requiring special handling

6. Exchange Policy

6.1 Product Exchanges

If you wish to exchange an item for a different product:

1. Contact our customer service team
2. Return the original item following our return process
3. Place a new order for the desired item

Note: Exchanges are subject to product availability.

6.2 Size/Color Exchanges

For exchanges of the same product in a different size or color:

• Contact us within 14 days of delivery
• Original item must be unused and in original packaging
• Exchange is subject to availability
• Any price difference will be charged or refunded accordingly

7. Cancellation Policy

7.1 Before Shipment

• Orders can be canceled for a full refund before shipment
• Contact us as soon as possible to cancel your order
• Cancellation requests are processed within 24-48 hours

7.2 After Shipment

• Once an order has shipped, it cannot be canceled
• You may refuse delivery or return the item following our return policy
• Return shipping costs may apply

7.3 Custom Orders

• Custom or made-to-order items cannot be canceled once production has begun
• A cancellation fee of up to 50% may apply

8. Warranty Claims

8.1 Manufacturer Warranty

Many products sold by LifeMate come with a manufacturer’s warranty. Warranty coverage varies by product and manufacturer.

8.2 Filing a Warranty Claim

To file a warranty claim:

1. Contact our customer service team
2. Provide proof of purchase and product details
3. Describe the defect or issue
4. Our team will guide you through the warranty process

8.3 Warranty Exclusions

Warranties typically do not cover:

• Normal wear and tear
• Damage caused by misuse, accidents, or improper care
• Unauthorized modifications or repairs
• Commercial use (unless specified)
• Cosmetic damage that does not affect functionality

9. Special Circumstances

9.1 Gifts

If you received an item as a gift:

• Contact us with the order number or gift receipt
• Refunds for gifts will be issued as store credit
• The original purchaser may request a refund to their payment method

9.2 Promotional Items

For items purchased during promotions or sales:

• Returns are refunded at the price paid
• Bundled items must be returned together for a full refund
• Free gifts must be returned if the qualifying item is returned

9.3 Business/Bulk Orders

For business or bulk orders:

• Please contact our sales team for return arrangements
• Special terms may apply for large quantity returns
• Restocking fees may be higher for bulk returns

10. Frequently Asked Questions

Q: How long do I have to return an item? A: You have 14 days from the date of delivery to initiate a return for eligible items.

Q: Can I return assembled furniture? A: No, assembled furniture cannot be returned unless it arrived defective or damaged.

Q: Who pays for return shipping? A: For defective or damaged items, we cover return shipping. For change-of-mind returns, the customer is responsible for return shipping costs.

Q: How long does it take to receive my refund? A: Refunds are processed within 7-10 business days after we receive and inspect the returned item.

Q: Can I exchange an item instead of returning it? A: Yes, please contact our customer service team to arrange an exchange, subject to availability.

11. Contact Us

If you have any questions about our Refund and Returns Policy, or need assistance with a return, please contact us:

LifeMate Customer Service

• Email: esales@lifemate.com
• WhatsApp: +234 902 666 6624
• Phone: +234 812 000 6000
• Website: https://lifemate.com/contact

Business Hours: Monday – Friday: 9:00 AM – 6:00 PM (WAT) Saturday: 10:00 AM – 4:00 PM (WAT) Sunday: Closed

12. Related Policies

Privacy Policy – How we handle your data

Shipping Policy – Delivery and installation information

Terms of Service – General terms and conditions