Policies

Refund & returns policy

Last updated: 05.06.2026

This is our refund returns policy for Kenya — covering returns, exchanges and refunds for orders placed with Kwemima Naturals in Ongata Rongai. It works alongside our order & delivery terms — read that page for anything about placing an order, payment, or delivery itself. This page is specifically about what happens if something needs to go back.

Return window

Fill in: how many days do you want to allow for a return request? For a small shop selling cosmetics and handmade goods, 7–14 days is more realistic than the 30-day default many templates use.

You can request a return or exchange within [NUMBER] days of receiving your order. After that period, we're unable to offer a refund or exchange, other than for a fault covered under "Damaged or incorrect orders" below.

What can be returned

To be eligible for a return, an item must be unused, unopened, and in its original packaging. Because our skincare, hair care, soaps and oils are cosmetics and personal care products, we can't accept them back once opened or used — this is a hygiene standard, not a judgement on the product itself.

Handmade craft and gift items, such as baskets and jewellery, can be returned if they're unused and in the condition you received them.

Items that can't be returned

  • Opened or used skincare, hair care, soap, or oil products
  • [Sale or discounted items — confirm whether these are final sale]
  • [Custom or made-to-order craft pieces — include if you offer these]

Damaged or incorrect orders

If an order arrives damaged, incorrect, or faulty, contact us within [NUMBER] days of delivery with your order details and a photo of the item. We'll arrange a replacement, exchange, or refund at no extra cost to you — this is separate from the return window above, since the fault is on our side, not a change of mind.

How to request a return

Message us on WhatsApp at +254 113 939 301 or email info@kwemimanaturals.ke with your order details and the reason for the return. We'll confirm next steps, including whether to drop the item at our shop in Quickmart Building, Shop G8, Ongata Rongai, or send it back another way.

Refunds in Kenya (KES)

Fill in: how do refunds actually get paid out — M-Pesa reversal to the original number, store credit, or exchange only? This is the one detail customers will ask about most, so it's worth being specific here.

Once we've received and checked the returned item, we'll let you know whether the refund is approved. Approved refunds are issued via M-Pesa reversal / store credit or exchange, usually within 7 days, in Kenyan shillings (KES) matching the original order amount.

Exchanges

We're happy to exchange an item if it's defective, damaged, or incorrect. Message us on WhatsApp or by email to arrange this — the same contact details work for returns, exchanges, and general questions.

Return delivery costs

Fill in: if a customer needs to send an item back rather than drop it off, who pays for that leg — you or them? This should match however you've set up delivery costs on the order & delivery terms page.

If you need to send an item back to us rather than dropping it off in person, delivery costs for the return are covered by the customer. For anything valuable, we'd recommend a trackable delivery option, since we can't guarantee an untracked return will reach us.

Questions

If anything about this refund returns policy for Kenya isn't clear, message us on WhatsApp at +254 113 939 301 or email info@kwemimanaturals.ke — we're happy to help.