Refunds & Returns Policy

At Le Champagne, we take pride in delivering premium products in perfect condition. If something isn’t right, we’ll make it right—fairly, quickly, and professionally.

Overview

Due to the nature of alcoholic beverages and perishable/consumable goods, we only accept returns in limited situations. Refund requests must be reported within 24 hours of delivery.

To be eligible for a return or replacement, the item must be unused, unopened, and in its original packaging, with proof of purchase.

Non-returnable items

For hygiene, safety, and quality reasons, we do not accept returns for:

  • Opened bottles or products with broken seals
  • Products damaged after delivery due to mishandling or improper storage
  • Gift cards, vouchers, or store credit
  • Promotional or clearance items (unless delivered damaged or incorrect)

When we approve a refund or replacement

We will gladly offer a refund, replacement, or store credit if:

  • You received the wrong item(s)
  • Your order arrived broken, leaking, or visibly damaged
  • Your order is missing item(s) you paid for
  • The product delivered is clearly defective (e.g., spoiled due to handling before delivery)

Note: Natural variation (label design changes, vintage differences where applicable, packaging updates) may occur and is not considered a defect.

How to request a refund or replacement

Email us at sales@le-champagne.co.ke within 24 hours of delivery with:

  • Your order number
  • A short description of the issue
  • Clear photos of the item(s), including the bottle, label, and packaging
  • Photos of any visible damage (if applicable)

We may request the item be returned for inspection before processing certain refunds. If a return is required, we’ll share clear instructions.

Refund processing

Once approved, refunds are processed to the original payment method where possible. Processing times depend on your bank or payment provider, but refunds are typically initiated within 2–5 business days after approval.

If the original payment method is not refundable (or where operationally necessary), we may offer store credit of equal value.

Delivery fees

Delivery fees are non-refundable once an order has been dispatched. However, if the issue is caused by our error (wrong item, missing item, damaged on arrival), we will resolve it at no extra cost.

Cancellations

Orders can be cancelled before dispatch. Once an order has been dispatched, it cannot be cancelled and will be treated under the returns/refunds rules above.

Exchanges

We do not offer exchanges for “change of mind.” If you received a wrong or damaged item, we’ll arrange a replacement (subject to availability) or refund as appropriate.

Need help?

For refund or returns support, contact sales@le-champagne.co.ke. Please include your order number so we can assist you faster.