Refund Policy
Last updated: January 2026
We want you to be happy with what you buy. If something's wrong, we'll make it right. Here's how it works.
This policy sits alongside your rights under Kenya's Consumer Protection Act, 2012, which entitles you to a refund, replacement, or repair if a product you paid for is defective, doesn't match its description, or doesn't do what it's meant to. Nothing here overrides those rights.
The short version
- You have 7 days from delivery to request a return.
- Products must be unopened, unused, and in original packaging.
- We pay the return shipping if the product is defective or wrongly sent. You pay it if you simply changed your mind.
- Refunds go back to your original payment method within 10 business days of us receiving the return.
What you can return
We will accept a return for:
- Products that arrived damaged, defective, or expired.
- Products that are wrong (we sent something you didn't order).
- Products that were misrepresented on the site (the description or photo turned out to be materially inaccurate).
- Products you simply changed your mind about, as long as they are unopened and in their original packaging.
We can't accept a return for:
- Products that have been opened, used, or partially consumed (except for a genuine defect — see below).
- Products damaged after delivery by mishandling, incorrect storage, or misuse.
- Products past their expiry or best-before date when returned, unless they were already past date on arrival.
- Sale items or items marked "final sale" at the time of purchase.
- Gift cards or vouchers.
For hygiene reasons, opened cosmetics, personal-care items, and supplements can only be returned if there's a genuine product defect (contamination, wrong contents, broken seal on arrival).
How to start a return
- Email enquiries@kinanel.com within 7 days of delivery. Put your order number in the subject line.
- Tell us what's wrong and, if it's a damage or defect claim, attach a clear photo.
- We reply within two business days confirming whether the return is accepted and how to send the item back.
- Do not send anything back before we confirm. Returns arriving without prior confirmation may not be processed.
Damaged or wrong deliveries — special case
If your parcel arrives visibly damaged, tell us within 48 hours of delivery. Photograph the outer packaging before you open it if you can. We will either:
- Arrange collection at our cost and send a replacement, or
- Refund you in full, whichever you prefer.
The same applies if we send you the wrong item.
Getting the product back to us
Once we confirm your return:
- For defective, damaged, or wrong-item returns: we arrange and pay for the return courier. You just need to have the item packed and ready.
- For change-of-mind returns: you send the item back at your cost, using a tracked courier of your choice. We recommend keeping the tracking number until the refund lands. If the item is lost in transit and you can't prove it was sent, we can't refund it.
Send returns to: Victoria Court, 1st Floor, Shop 4, Luthuli Avenue, Nairobi. Include a copy of your order confirmation or your order number in the package.
Refunds
Once we receive the returned item and confirm it's in the expected condition, we process the refund within 10 business days.
- M-Pesa payments: refunded to the M-Pesa number that paid.
- Card payments: refunded to the same card. Your bank usually shows it within 5–10 business days after we process it.
Delivery charges are refunded only when the return is because of a defect, damage, or our mistake. On change-of-mind returns, we refund the product price only, not the original delivery charge.
If you paid using a promo code or store credit, the refund is issued in the same form.
Exchanges
We don't do direct product-for-product exchanges. If you want a different product, request a refund on the original, then place a new order. This keeps stock and pricing clean on both sides.
Partial refunds
We may offer a partial refund if:
- The product is returned outside the 7-day window but within a reasonable period, and the reason is genuine.
- The product is returned with minor damage that wasn't there on dispatch.
- Some but not all items in a multi-item order qualify for return.
We tell you the partial amount and reasoning before processing anything.
If you disagree with our decision
Email us first — most disputes come down to missing information and we can usually sort them within a couple of exchanges. If we can't agree, you have the right to:
- File a complaint with the Competition Authority of Kenya, which handles consumer-protection disputes.
- Bring the matter before the Kenyan courts.
We would much rather resolve it directly. Get in touch.
Contact
Kinanel Lifestyle
Victoria Court, 1st Floor, Shop 4, Luthuli Avenue, Nairobi
enquiries@kinanel.com
0733 930 760 · WhatsApp 0471 610 842