Returns & Refunds Policy

Our Commitment

We want you to be completely satisfied with your purchase. If you're not happy with your order for any reason, we're here to help with returns and refunds.

Return Policy

You may return most items within 14 days of delivery for a full refund or exchange. To be eligible for a return, items must be:

• Unused and in the same condition as received
• In the original packaging with all tags and labels attached
• Accompanied by proof of purchase (order confirmation email)

Non-Returnable Items

Certain items cannot be returned for health and safety reasons:

• Perishable goods (food items, fresh produce)
• Personal care items that have been opened
• Products marked as final sale
• Gift cards or vouchers

How to Initiate a Return

To start a return, please follow these steps:

1. Contact our customer service team via email or phone
2. Provide your order number and reason for return
3. We'll send you a return authorization and instructions
4. Package the item securely in its original packaging
5. Ship the item back to the address provided

Return Shipping Costs

• Defective or wrong items: We cover the return shipping cost. Terms and Conditions Apply
• Change of mind: Customer is responsible for return shipping.Terms and Conditions Apply
• Exchanges: We cover shipping for the replacement item. Terms and Conditions Apply

Refund Process

Once we receive and inspect your return:

1. We'll send you an email confirmation of receipt
2. Inspection takes 2-3 business days
3. If approved, refund is processed within 5-7 business days
4. Refund will be credited through your original payment method

Refund Timeline

Depending on your payment method:

• M-Pesa: 1-3 business days
• Bank transfer: 3-5 business days
• Cash on delivery: M-Pesa refund within 3 business days

Exchanges

If you need to exchange an item for a different size, color, or product:

• Follow the return process above
• Indicate that you'd like an exchange
• We'll ship the replacement once we receive the return
• No additional shipping charges for exchanges

Damaged or Defective Items

If you receive a damaged or defective item:

1. Contact us immediately (within 24 hours of delivery)
2. Provide photos of the damage or defect
3. We'll arrange for a replacement or full refund
4. We'll cover all return shipping costs

Wrong Item Received

If you received the wrong item by mistake:

• Contact us immediately with your order details
• We'll arrange collection of the wrong item
• The correct item will be shipped at no extra cost
• Or we can process a full refund if preferred

Late or Missing Refunds

If you haven't received your refund yet:

• Check your bank account or M-Pesa statement
• Contact your payment provider (processing times vary)
• If you've done the above and still haven't received your refund, contact us

Contact Information

For returns and refunds inquiries:

• Email: online@kenyanut.com
• Phone: +254 758 859 896
• Hours: Monday - Friday, 8AM - 6PM