Returns, Refunds and Cancellations Policy
Effective date: 19/10/2026
Last updated: 19/10/2026
1. Our Commitment
Memeilo Lakefronts Finds, trading as Memeilo, aims to resolve order problems fairly.
This policy applies to paperback books, ebooks and paperback-and-ebook combo offers purchased through https://memeilo.com.
It operates alongside applicable consumer protection laws. Nothing in this policy removes a refund, cancellation, withdrawal or other remedy that cannot lawfully be excluded.
2. Contact Us About an Order
To request a cancellation, return, replacement or refund, contact:
Email: lokorio@memeilo.com
Telephone: +254106727518
Please provide your order number, the email address used at checkout, the affected product and a description of the problem.
For damaged or defective physical books, include clear photographs where possible.
We may request reasonable additional information to assess your request.
3. Damaged, Defective or Incorrect Paperbacks
If your paperback arrives damaged, has a verified manufacturing defect or is not the product you ordered, contact us promptly.
After reviewing the issue, we may arrange an appropriate remedy, which may include:
- A replacement copy.
- A refund.
- Another remedy required by applicable law.
Where necessary, we will work with Lulu Direct to investigate the problem and determine whether it falls within the fulfilment provider’s replacement process.
Lulu Direct’s current merchant guidance describes a 60-day replacement period for verified manufacturing defects. Please report defects as soon as possible. This provider-specific period does not override any longer or different consumer right applicable to your purchase.
Minor variations in print colour or positioning may occur in print-on-demand production. We will assess the reported issue to determine whether it is a defect or an ordinary production variation.
4. Change-of-Mind Requests for Paperbacks
Because our physical books are generally printed on demand, we do not ordinarily offer voluntary returns for a simple change of mind once a book has been produced and dispatched.
However, some jurisdictions provide consumers with statutory cancellation or withdrawal rights for online purchases, subject to applicable conditions and exceptions.
Where such a right applies, we will honour it. We will not rely on print-on-demand production alone to deny a consumer right that cannot lawfully be excluded.
Any voluntary return arrangement, return address or return shipping instructions will be confirmed by us before you send a book back.
Please do not send a return to Lulu or another fulfilment facility without instructions from us.
5. Order Cancellations
If you want to cancel an order, contact us as soon as possible.
We will check whether the order can still be stopped before production or shipment progresses.
Once a paperback has entered production, cancellation may no longer be possible through the ordinary fulfilment process. Once dispatched, the order may also be subject to applicable statutory withdrawal rules.
Where cancellation is legally available, we will honour the relevant right even if our ordinary operational process makes cancellation more difficult.
If we cannot fulfil an order after accepting payment, we will arrange an appropriate refund.
6. Ebook Refunds and Digital Access
If an ebook download does not work, the file is corrupted, the wrong ebook is supplied or you cannot access a purchased file, contact us.
We will investigate and, where appropriate, restore access, provide a replacement file or offer another remedy, including a refund where required by law.
Digital content may be subject to special withdrawal rules. In some jurisdictions, a customer may lose a statutory withdrawal right when immediate digital delivery begins, but only if the applicable legal requirements have been satisfied. These may include prior express consent, acknowledgement of the loss of the right and confirmation of that agreement.
We will not treat every ebook purchase as automatically non-refundable.
7. Paperback-and-Ebook Combos
If you purchase a combo, the paperback and ebook are separate delivery components of the same offer.
If only one component is defective or inaccessible, contact us and explain which component is affected.
We will consider whether the problem can be resolved by replacing the physical book, restoring digital access, issuing a proportionate refund or providing another remedy required by law.
Where a consumer withdraws from the entire bundle under applicable law, we will assess the effect on the full purchase and any digital-content rights in accordance with that law.
8. Refund Processing
Where a refund is approved, we will normally seek to return the amount through the original payment method, subject to payment-provider capabilities and applicable law.
Because PayPal processes payments for our store, the timing of the credit appearing in your account may depend on PayPal and the customer’s financial institution.
We will communicate any relevant processing information. We will not delay a refund beyond a deadline imposed by applicable law merely because an internal review or provider process is taking longer.
9. Return Shipping
Where a return is required or agreed, we will provide instructions.
Responsibility for return shipping costs will depend on the reason for the return, the applicable policy and mandatory consumer law. We will not require a customer to bear costs where the law requires us to pay them.
Do not return a book until we have confirmed the correct procedure.
10. Non-Excludable Rights
This policy does not exclude statutory rights concerning defective goods, goods not matching their description, failure to deliver, digital content that does not conform to the contract or other consumer protections that apply to the transaction.
11. Contact
Memeilo Lakefronts Finds (Memeilo)
Email: lokorio@memeilo.com
Telephone: +254106727518
Website: https://memeilo.com