Making things right

Complaints & dispute resolution

The proposed route for reporting an order, payment, privacy, product, partner, or service concern and preserving a fair evidence trail.

Draft for legal review only. This policy has been prepared to establish a clear customer-facing standard. It must be reviewed and approved by Kenyan legal counsel before publication or contractual reliance.

Start with a record

Customers should submit their order number, the contact number or email used for the order, a short description of the concern, and relevant evidence. Do not send passwords, one-time codes, full payment credentials, or unnecessary identity documents through public channels.

For delivery, damage, wrong-item, or seal concerns, include clear photos or video where safe to do so.
For payment concerns, include the approved provider reference and the date/time of the transaction.
For privacy concerns, identify the account or contact detail involved without sending additional unnecessary personal data.

Response and escalation

Loveli Luxury should acknowledge a complaint, assign an internal owner, preserve relevant order/payment/support evidence, and provide a written outcome or a reasoned update within an attorney-approved service standard.

A proposed acknowledgement target is two business days.
A proposed ordinary-resolution target is ten business days, with updates where investigation takes longer.
Payment, fraud, safety, privacy, and legal matters should be escalated to designated management and advisers.

Fair resolution

Resolution should follow the applicable policy, documented evidence, and the customer’s statutory rights. Possible outcomes may include clarification, delivery correction, replacement, refund, payment-provider investigation, account protection, or referral to an appropriate regulator or dispute mechanism.

Do not suppress legitimate complaints or retaliate against a customer for raising one.
Preserve a dated internal record of the complaint, evidence, decision-maker, outcome, and any refund or remediation.
Attorney review must confirm the final escalation contacts and external-resolution wording.