Returns & Refund Policy
Effective date: January 1, 2024
Your satisfaction is important to us. If something isn't right with your order, we're here to help. Please read our policy below carefully before initiating a return.
1. Return Window
We accept return requests within 7 days of delivery. This is in line with standard consumer protection practices in Kenya. To be eligible, your return request must be submitted no later than 7 days after you received your order. Requests made after this window will not be accepted.
2. Accepted Condition of Items
To qualify for a return, items must meet the following conditions: • Unopened and unused — the product must be in its original, sealed packaging • Undamaged — the item must not be broken, tampered with, or altered in any way • Original packaging — all tags, labels, and accessories must be intact • Proof of purchase — your order number or receipt must be provided We reserve the right to reject returns that do not meet these conditions.
3. Non-Returnable Items
Due to the nature of our products and for hygiene and safety reasons, the following items cannot be returned or refunded: • Opened skincare products — any product whose seal has been broken or that has been used • Opened essential oils, serums, or wellness supplements • Items marked as "Final Sale" or purchased during clearance promotions • Gift cards and digital vouchers • Products that have been damaged due to misuse or improper storage after delivery We strongly recommend reviewing product descriptions and ingredients before purchasing, especially if you have known sensitivities.
4. How to Initiate a Return
To start a return, follow these steps: 1. Email us at hello@serenleaf.co.ke within 7 days of receiving your order 2. Use the subject line: "Return Request – [Your Order Number]" 3. Include your order number, the item(s) you wish to return, and the reason for the return 4. Attach a photo of the item if it arrived damaged or incorrect Our team will review your request and respond within 2 business days with instructions on how to send the item back. Do not send items back without prior approval — unapproved returns will not be processed.
5. Refund Timeline
Once we receive and inspect your returned item, we will notify you of the outcome: • Approved refunds are processed within 5–7 business days • Refunds are issued via the original payment method used at checkout • M-Pesa refunds are typically reflected within 1–3 business days after processing • Card refunds may take 5–10 business days depending on your bank Shipping costs are non-refundable unless the return is due to our error (e.g. wrong or defective item sent).
6. Damaged or Incorrect Items
If you received a damaged, defective, or incorrect item, please contact us immediately at hello@serenleaf.co.ke with your order number and photos of the issue. We will arrange a replacement or full refund at no additional cost to you. These cases are handled as a priority and are not subject to the standard 7-day return window — please report them as soon as possible upon delivery.
Still have questions?
Our support team is happy to help with any return or refund queries.
- Email: hello@serenleaf.co.ke
- Website: serenleaf.co.ke/contact