🔄 What items do we replace or refund?
LifeX covers the cost of essential household items that we originally provided in the apartment. This includes things like:
Kitchenware (plates, glasses, utensils, pots & pans)
Small appliances (kettle, toaster, microwave – if originally included)
Furniture accessories (lightbulbs, shower curtains, etc.)
Cookware (such as frying pans, used regularly in meal preparation)- Replacements for frying pans can include any unusable pans due to wear or significant damage, such as warped surfaces or broken handles.
🛑 Please note: We do not replace or refund personal items or anything you brought yourself.
📸 Before you do anything — send photos!
Always send us clear photos of the damaged, broken, or missing items. Additionally, include details such as the size (small, medium, large) and quantity of the damaged items. For frying pans, provide the type (e.g., flat pan, wok-shaped) and specify if any particular issue exists such as excessive wear or warping.
This allows our team to assess the request properly. 📝 If the item is non-essential, it will be considered but not guaranteed, and it may be subject to availability and prioritisation.You can track the status of your request within the LifeX app under Support > Current Issues, where updates about the replacement process are regularly provided.
🛍️ Can I buy the item myself?
Yes! In fact, we encourage you to purchase the item if it’s something simple — this is usually faster than waiting for us to order it, as we often buy in bulk and delivery times may be longer.
💬 Just check with us first through the app to:
Confirm if the item is covered
Confirm the budget limit for the item
Ensure the cookware aligns with the apartment's design and quality
Ask about the specific budget amount for cookware before purchasing
💸 How do I get refunded?
To be refunded, please send us:
📃 A full receipt (must include the total cost and VAT)
🛒 The item must match the previously agreed type and budget
Submit all receipts within four weeks for reimbursement claims
Your refund will be processed by deducting it from your next LifeX invoice. LifeX will notify you if any additional steps are needed regarding receipt submission or reimbursement.
⏳ Prefer that we handle it?
Of course — if you prefer not to purchase the item yourself, we can order it for you. Just note that:
This process will take longer
It may be batched with other orders
🔎Still need help? Contact LifeX Support via the app!🛠️