At LG by Pedaca, we are committed to providing customers in Kenya with genuine LG electronics and home appliances and a reliable online shopping experience. We understand that there may be circumstances where a product needs to be returned or a refund requested. This Refund and Returns Policy explains the circumstances and process for returns, exchanges and refunds for products purchased through LG by Pedaca.

1. Returns and Exchanges

Customers may request a return or exchange where a product is received:

• Damaged during delivery.

• Defective or not functioning as expected upon delivery.

• Incorrect or different from the product ordered.

• With missing parts or accessories that were included in the original order.

Any issue with the product should be reported to LG by Pedaca as soon as possible after delivery so that we can assess the matter and advise on the appropriate solution.

2. Products Damaged During Delivery

Please inspect your order when it is delivered. If the product or its packaging appears damaged, notify our team immediately.

Where possible, customers should retain the original packaging, accessories, manuals and other items supplied with the product until the issue has been assessed.

Depending on the circumstances, LG by Pedaca may arrange for the product to be inspected and may offer an appropriate remedy, which can include repair, replacement or refund, subject to the nature of the issue and the applicable terms.

3. Defective Products

If an LG product develops a fault, please contact us with your order details and a description of the problem.

Where the issue falls under the applicable LG manufacturer warranty, the product may be referred to LG Electronics or an authorized LG service centre in Kenya for inspection, repair or other warranty assistance.

LG by Pedaca does not independently replace or provide the LG manufacturer warranty. Manufacturer warranty claims are handled in accordance with LG Electronics’ applicable warranty terms and service procedures.

4. Incorrect or Wrong Product Delivered

If you receive a product that is different from the one you ordered, please contact us as soon as possible.

After verification, we will advise on the return process and, where applicable, arrange for the correct product to be supplied.

Customers should not use or install an incorrectly supplied product before contacting us, except where necessary to safely identify the product.

5. Change-of-Mind Returns

Returns resulting solely from a change of mind may be considered on a case-by-case basis, depending on the product, its condition and whether it has been used or installed.

For a change-of-mind return to be considered, the product should generally be:

• Unused and in its original condition.

• Returned with the original packaging.

• Complete with all accessories, manuals and supplied components.

• Free from damage, marks or signs of installation or use.

• Accompanied by proof of purchase.

Certain products may not be eligible for change-of-mind returns once they have been opened, installed, activated or used.

6. Products That Have Been Installed

For products such as televisions, refrigerators, washing machines, air conditioners and other large appliances, customers should carefully confirm the model, size and specifications before installation.

Once a product has been installed or used, a return based solely on a change of mind may not be accepted. However, this does not affect a customer’s rights where the product is defective, damaged, incorrectly supplied or otherwise covered by an applicable warranty or consumer protection requirement.

7. Refunds

Where a refund is approved, LG by Pedaca will communicate the applicable refund process to the customer.

The refund method and processing time may depend on the original payment method, the circumstances of the return and the time required to verify and process the returned product.

Where a product is returned because it was defective, damaged during delivery or incorrectly supplied, we will assess the circumstances and determine the appropriate remedy in accordance with our policy and applicable requirements.

8. Return Inspection

Returned products may need to be inspected before a return, exchange or refund is approved.

The inspection may include checking:

• Product condition.

• Serial number and model.

• Accessories and components.

• Original packaging.

• Signs of physical damage.

• Signs of installation, misuse or unauthorised modification.

• The reported fault or issue.

A return does not automatically guarantee a refund. The appropriate remedy will depend on the reason for the return and the outcome of the assessment.

9. Items Required for a Return

When requesting a return, customers may be asked to provide:

• Order number or proof of purchase.

• Customer name and contact details.

• Product model and serial number, where applicable.

• Description of the issue.

• Photographs or videos showing visible damage or a reported fault, where applicable.

• Original packaging, accessories, manuals and other supplied items.

Providing complete information helps us process return requests more efficiently.

10. Return Delivery Costs

Return or collection arrangements may depend on the reason for the return.

Where the issue is confirmed to have resulted from an incorrect product supplied by LG by Pedaca, verified delivery damage or another issue attributable to the seller, LG by Pedaca will advise the customer on the appropriate return arrangements.

For returns requested for other reasons, including eligible change-of-mind returns, the customer may be responsible for applicable return or collection costs.

11. Non-Returnable Situations

A return may not be accepted where a product has been:

• Damaged through misuse, negligence or improper handling.

• Modified or repaired by an unauthorised person.

• Installed incorrectly.

• Damaged after delivery through circumstances unrelated to the original condition of the product.

• Returned without essential components where those components cannot reasonably be replaced.

• Used or installed where the applicable return conditions require the product to be unused.

This does not limit any rights a customer may have under applicable consumer protection laws or an applicable manufacturer warranty.

12. How to Request a Return

To request a return, contact LG by Pedaca Customer Support using the details below:

Mobile / WhatsApp: +254 721 499 355
Email: support@lgbypedaca.co.ke

Please include your order number, product details and reason for the return. Our team will review the request and provide instructions on the next steps.

13. Manufacturer Warranty

LG products may come with a manufacturer warranty provided by LG Electronics, subject to the applicable warranty terms.

Where a product requires warranty service, customers may be directed to LG Electronics or an authorized LG service centre in Kenya. Warranty coverage, exclusions, repair procedures and warranty periods are determined by the applicable LG manufacturer warranty.

LG by Pedaca is a retail platform operated by Pedaca Technologies and is not the official corporate website of LG Electronics.

14. Contact Us

If you have questions about our Refund and Returns Policy, please contact us:

LG by Pedaca
Skymall Building, Luthuli Avenue, Nairobi, Kenya
Mobile: +254 721 499 355
Email: support@lgbypedaca.co.ke

We are committed to handling return and refund requests fairly, transparently and professionally while helping our customers enjoy a reliable experience when purchasing LG products through LG by Pedaca.

Last Updated: October 2026