Return & Refund Policy
At Shop Go Natural, customer satisfaction is important to us. We strive to provide authentic beauty, hair care, skincare, and wellness products in excellent condition.
This Return & Refund Policy explains the conditions, timelines, and procedures for returns, exchanges, and refunds for purchases made through our website and physical operations in Kenya.
Eligibility for Returns & Refunds
We hope you love your order. However, if you are not fully satisfied, you may request a return, exchange, or refund subject to the conditions below.
Items Eligible for Return
To qualify for a return or refund:
- The item must be unopened, unused, and in its original condition.
- The item must be in fully resalable condition.
- The product must be returned with original packaging, seals, labels, and accessories where applicable.
- The return request must be made within the approved return timeline.
If the item you received:
- is damaged,
- faulty,
- defective,
- incorrect,
- or different from what you ordered,
we may offer:
- a replacement,
- exchange,
- store credit,
- or refund after verification and inspection.
Evidence Required for Damaged or Faulty Goods
To protect both the customer and Shop Go Natural from fraudulent claims, evidence is required for all damaged, faulty, incorrect, or incomplete orders.
Required Evidence
Customers may be asked to provide:
- Clear photos of the item
- Video evidence
- Photos of packaging materials
- Delivery label details
- Proof of damage upon delivery
Where necessary, customers may also be required to return the item for physical inspection before approval of a refund or exchange.
The outcome of the inspection will determine eligibility for:
- refund,
- replacement,
- exchange,
- or store credit.
Non-Returnable & Exempt Products
For hygiene, safety, and product integrity reasons, some products cannot be returned.
Products Exempted from Returns
The following items are non-returnable unless received damaged, faulty, defective, or incorrectly supplied:
- Hair vitamins and ingestible supplements
- Opened beauty or cosmetic products
- Used wigs, hair extensions, or beauty tools
- Personal care items
- Clearance or sale items marked “Non-Returnable”
- Gift cards or digital products
- Customized or special-order items
Bundle & Promotional Purchases
Products purchased as part of:
- bundles,
- kits,
- promotional offers,
- free gift campaigns,
- or discounted sets
must be returned as a complete package.
Important
Partial returns are not accepted for bundle purchases unless:
- a specific item is faulty,
- damaged,
- or incorrectly supplied.
Fraudulent or Intentional Damage
Shop Go Natural reserves the right to refuse a refund or exchange where there is reasonable evidence that:
- the item was intentionally damaged,
- tampered with,
- altered,
- used contrary to instructions,
- or damaged after delivery due to customer negligence.
If a return request is rejected:
- the customer will be notified,
- and the customer may arrange collection of the item within 14 days.
Items not collected within the stated period may be disposed of without further notice.
How to Initiate a Return
Step 1 — Contact Us
To request a return, exchange, or refund, email us at:
Please include:
- Your order number
- Full name
- Phone number
- Reason for return
- Photo/video evidence where applicable
Step 2 — Wait for Return Authorization
Once your request is reviewed:
- our team will issue a Returns Form,
- and provide instructions for sending the item back.
Returns sent without prior authorization may be rejected.
Return Timeline & Process
Return Notification Period
Customers must notify us within:
- 7 days of delivery
if they intend to return an item.
Return Shipment Timeline
After approval:
- customers will receive a Returns Form,
- and the item must reach us within an additional 7 days.
Please check both:
- inbox,
- and spam/junk folders
for return instructions.
Refund Processing Timeline
Once approved and received:
- refunds are processed within 5 working days.
Refund timelines may vary depending on:
- bank processing,
- mobile money providers,
- or card issuers.
Estimated Refund Timelines
- Kenya Mobile Money & Local Banks: 3–5 working days
- International Banks/Cards: May exceed 5 working days
Refund Method
Refunds will only be issued through the original payment method used during checkout.
We do not issue:
- cash refunds for online payments,
- refunds to third-party accounts,
- or alternative payment channels unless legally required.
Return Shipping Costs
Customer Responsibility
Unless the return is caused by:
- incorrect shipment,
- defective products,
- or damage caused before delivery,
the customer is responsible for:
- return shipping costs,
- courier fees,
- packaging costs,
- and any associated logistics charges.
Returned Orders & Failed Deliveries
If an order is returned to Shop Go Natural because:
- the customer failed to receive delivery,
- provided incorrect contact details,
- failed to collect the parcel,
- or refused delivery,
the following may apply:
- return shipping fees,
- storage charges,
- transaction fees,
- and courier penalties
may be deducted from the refund amount.
Discounts, Loyalty Points & Transaction Charges
Where applicable:
- redeemed loyalty points,
- coupon discounts,
- promotional discounts,
- delivery charges,
- transaction fees,
- and payment gateway charges
may be deducted from the refundable amount.
Important Packaging Guidelines for Returns
To ensure safe and successful returns:
Packaging Requirements
- Do not return used items unless authorized.
- Use secure and appropriate packaging.
- Remove old courier labels when reusing boxes.
- Ensure packaging is dry, sealed, and undamaged.
- Tape parcels securely before dispatch.
Proof of Postage Recommendation
For your protection, we strongly recommend using:
- tracked delivery,
- signed courier service,
- or recorded postage.
Please retain:
- tracking numbers,
- courier receipts,
- and proof of dispatch.
Shop Go Natural is not liable for:
- returned items lost in transit,
- delayed return deliveries,
- or packages damaged while being returned by third-party couriers.
Customers may seek compensation directly from the courier service used.
Right to Refuse Returns
We reserve the right to refuse returns that:
- do not meet our policy conditions,
- are submitted outside the allowed timeline,
- show signs of use or tampering,
- lack proof of purchase,
- or fail inspection requirements.
Policy Updates
Shop Go Natural reserves the right to modify this Return & Refund Policy at any time without prior notice. Updated versions will be published on our website.
Need Help?
For any questions regarding returns, refunds, exchanges, or damaged orders, please contact our support team through:
