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
Returns are accepted within 7 days of delivery. 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: • Items must be unused and in original packaging • Items must be undamaged and not tampered with • All tags, labels, and accessories must be intact • Proof of purchase (order number or receipt) must be provided We reserve the right to reject returns that do not meet these conditions.
3. Non-Returnable Items
The following items cannot be returned or refunded: • Opened skincare products • Opened essential oils, serums, or wellness supplements • Items marked as "Final Sale" • Gift cards and digital vouchers • Products damaged due to misuse or improper storage after delivery
4. How to Initiate a Return
To start a return, follow these steps: 1. Email us at support@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. Do not send items back without prior approval.
5. Refund Timeline
Once we receive and inspect your returned item, we will notify you of the outcome: • Refunds are processed within 5–10 business days after approval • 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 support@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.
Still have questions?
Our support team is happy to help with any return or refund queries.
- Email: support@serenleaf.co.ke
- Website: serenleaf.co.ke/contact