RETURN POLICY

Eligibility for return

A. We hope that you are pleased with your order. However, if you are not entirely satisfied with your order or wish to return an item, we are happy to offer you a refund, provided that the goods you are returning is not exempted from return, it is unopened, unused and the goods is in fully resalable condition. If the goods you received are damaged or faulty in any way, or not what you originally ordered, we are happy to exchange the item or offer you a refund as per your wish.

B. To be eligible for refund or exchange on damaged goods, you must provide evidence. This includes photo or video evidence and/or returning the damaged goods to us for further inspection, if applicable. The outcome of the inspection will determine eligibility for a refund and/or exchange.

Restrictions and goods exempted from return

A. For healthy and safety reason, digestible hair vitamins are not eligible for returns unless damaged, faulty or sent in an error. If goods purchased is/are as part of a bundle, all parts of the bundle must be returned if you change your mind. No partial return is allowed; unless damaged or faulty or not what you originally ordered.

B. We are unable two provide a refund if upon inspection, we have solid reasons to believe goods were intentionally damaged by the customer. In such circumstance, we will notify you that we are unable to process the refund and allow you to arrange for the returning item(s) to be sent back to you within 14 days of our notification. After this deadline has passed, we will dispose the item.

Initiating a return

A. If you would like to return any goods, the first step is to send an email sales@shop-gonatural.co.ke so we can make arrangement to have the goods returned to us. To ensure smooth and fast resolution, please provide the order number and your contact details when emailing us.

B. For damaged or faulty goods, please retain the packing box and materials and as well as the damaged or faulty goods. We also ask that you provide video and/or photo evidence of any damaged or faulty goods. These may be required for inspection by a third-party and/or Shop-Go Natural

Return timeframe and process

A. You must notify us within 7 days of delivery of your intent to return an item. We will then email your Returns Form, giving you a further 7 days in which the returning item should reach us. So make sure you check your email (inbox and spam folder) for the form and send the returning item within the timeframe.

B. We aim to process refund within 5 working days of receiving a return, provided that the goods is eligible for return. If you initiate a return and we did not receive the goods within the 7 days, we may not offer a refund or an exchange if tracking or other evidence shows the item was not return on time. In such circumstance, we will notify you that we are unable to process the refund and allow you to arrange for the returning item(s) to be sent back to you within 7 days of our notification. After this deadline has passed, we will dispose the item.

C. Refunds will only be made against the original method of payment used to place the order. You will receive an email notification of your refund once it has been issued. Please allow 3-5 working days for funds to appear in your account. For customers with an international bank or card issuer, funds may take longer than 5 working days to clear.

 Return delivery cost

A. Unless the goods you received are damaged due to no fault of yours (customer), or not what you originally ordered, you are responsible for returning the goods and as well as any delivery cost incurred.

B. For your own peace of mind and protection, you are strongly advised that you obtain a proof of postage such as “recorded delivery or tracked and signed for” when returning goods to us. In the unlikely event that we do not receive the returned goods or arrived damaged, the courier that you used may be able to offer you a reimbursement.

C. Any discount, special offer or loyalty points redeemed within the order, will be deducted when processing refund or exchange (where applicable). If courier return an order to Shop-GoNatural due to customer failing to accept or collect  delivery, the cost of return may be deducted from the customer refund.

 Posting & Packaging Advice

To ensure that your return  arrives quickly and in the best possible condition,  please refer to the following practical tips:

1. Please ensure you are not returning used items, unless we authorised you to do so. See our returns policy on the website

for further details.

2.  Choose a packaging that is suitable for the content of your return.

3.  If you are recycling  a box, please remove or cover  all original labels and stickers so the parcel is not scanned incorrectly.

4.  Make sure that the packaging is in good condition: complete, without vulnerable, torn or damp parts.

5.  Ensure that your parcels are properly sealed. Tape firmly!

6. For your protection in case of loss or damage, we advise that you use a recorded delivery service and obtain a ‘Proof of Postage’. We are not liable for goods that get lost or damaged en-route to us.  The postal service/courier service you use may offer compensation.

As I Am Hydration Elation Intensive Conditioner

KShs 2,499.00
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Product Details

A rich, penetrating conditioner, As I Am Hydration Elation Intensive Conditioner is an exceptional blend of hair softeners and fortifiers, including coconut, sugar cane, green tea, apple and lemon, shea butter and vitamin E.
  • Moisturizes deep within the hair shaft
  • Smooths and aligns cuticle layer
  • Repairs split ends and strengthens weak areas
  • Promotes shine
  • Infused with pure herbal ingredients that stimulate the scalp and hair roots
  • Enhances manageability and hair health

Camille Rose Naturals Aloe Whipped Butter Gel

KShs 3,100.00
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Product Details

Aloe Whipped Butter Gel is an all natural gel that holds your style in place without leaving it hard or crunchy. Leaves your hair soft while nourishing with exotic oils and vitamins

Shine N’ Jam Conditioning Gel Extra Hold

KShs 1,200.00
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Product Details

Specially formulated with Honey Extract to promote hair strength, Shine ‘n Jam Extra Hold is the ultimate styling tool for normal to thick hair. You’ll love the hold and moisture it gives without being greasy. Primarily used to smooth the edges of the hair line, Shine ‘n Jam also helps maintain and control your look between salon visits. Don’t be afraid to flat-iron. This product is alcohol free and paraben-free.

African Pride Moisture Miracle Honey And Coconut Oil Shampoo

KShs 1,050.00
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Product Details

African Pride Moisture Miracle Honey & Coconut Oil Shampoo is a gentle cleansing formula that removes dirt and buildup from hair without stripping it of its natural oils. Using a blend of Honey & Coconut Oil to deeply penetrate and hydrate natural coils and curls it leaves your hair soft, nourished and with a natural shine.

Shea Moisture Manuka Honey And Mafura Oil Intensive Hydration Shampoo

KShs 1,999.00
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Product Details

Shea Moistures Manuka Honey & Mafura Oil Intensive Hydration Shampoo cleanses while infusing hair with intensive moisture and shine-enhancing nutrients. Certified organic Shea Butter, Honey, Mafura and Baobab are blended into a rich formulation of restorative oils to soften and revitalize hair. Antioxidant rich African Rock Fig helps boost hydration while protecting distressed hair from environmental influences. Sulfate-free.

As I Am Leave-In Conditioner

KShs 1,800.00
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Product Details

A great leave-in conditioner is a vital first step in styling. Smooth it on after cleansing and conditioning. Your finished style will be softer, shinier and more manageable. This natural wonder keeps tangles away and provides a great foundation for natural styling. It contains an organic strengthening agent, plus natural ingredients that promote hair growth.
  • Makes wet combing easier
  • Strengthens hair
  • Seals the cuticle layer
  • Supports healthy hair growth
  • Adds shine and moisture
  • Prepares hair for styling
  • Especially beneficial if you use custard, gel or setting cream for final styling

Ashanti Chunky White Shea Butter

KShs 1,499.00
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Product Details Ashanti Naturals Shea Butter is only 100% raw unrefined African Shea Butter made in Ghana, Africa. It means that you get 100% of the natural, healthy nutrients and care for your skin and hair. In its unrefined, raw state Shea Butter is a true natural miracle, proved by centuries of use. Ashanti Naturals Shea Butter is unique because of its high content of non-saponifiable fats which act as a natural skin moisturizer. Our African Shea Butter is extremely high in vitamins A, E & F, enhances cell regeneration and capillary circulation.
  • Moisturizing
  • Reduces Inflammation
  • Skin Smoothing
  • Provides Anti-Aging Properties
  • Relieves Windburn
  • Sunburn and Winter Dry Skin
  • Moisturizing, healing and soothing textured or unruly hair

Honey Baby Milk And Honey Leave in Conditioner

KShs 1,500.00
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This dual-phase and dual-purpose leave-in conditioner is the perfect addition to your daily hair routine. The Milk Protein phase of this conditioner gives your hair intense hydration and protection from split ends and frizz. The protein binds to hair fibers and strengthens cuticles to help make hair stronger and prevent breakage. Our Honey phase protects hair from heat damage while leaving hair shiny and full of body.

As I Am Double Butter Cream

KShs 2,100.00

Product Details

As I Am DoubleButter Cream Rich Daily Moisturizer is a rich emollient blend that adds softness, shine and manageability to dull, dry hair. Enhanced with organic oils and pro-vitamin B5.
  • Locks in moisture.
  • Contains panthenol (pro-vitamin B5) to strengthen hair and repair split ends.
  • Rehydrates hair to make it look and behave its very best.

African Pride Shea Miracle Leave-In Conditioner

KShs 500.00
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Product Details

This deeply hydrating leave-in treatment tames and nourishes hair, for greater manageability, softness and shine. Enriched with shea butter, African Pride women's conditioner is nature's superior detangling moisturizer. It helps eliminate dryness, enhancing body, bounce and shine. It instantly detangles and tames frizz for smooth curls, coils and waves, nourishing every strand for greater shine and softness.

Shine N Jam Magic Fingers For Braiders

KShs 1,899.00
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Shine ’n Jam® has partnered with internationally recognized braider, Stasha Harris, owner of Magic Fingers Studio in Brooklyn, NY, to bring you Shine n Jam® Magic Fingers™ for Braiders.

Taliah Waajid Kinky Wavy and Natural for Children Berry Clean 3-in-1 Shampoo

KShs 1,200.00
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Product Details

The Berry Clean ™ Bilberry and Chamomile Formula cleanses, softens and conditions in one setting. Cuts hair shampooing sessions in half. Moisturizes and leaves hair soft and manageable. Quality ingredients and Herbal extracts and free of harsh chemicals. This gentle Berry Clean™ formula cleanses, softens hair to make it manageable. Follow the steps in the “How To Use” tab and you are on your way to ouch-less, healthy hair care for little ones.

Mielle Organics Mint Almond Oil

KShs 1,900.00
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Product Details

Mielle Organics Mint Almond Oil is a favorite and is thier second step in promoting healthy hair and growth by working on the last two phases of the growth cycle - soothing and rebalancing the scalp by promoting circulation. This unique blend of oils will give your hair the healthiest glow and shine it needs. Studies have showed that blood flow to the scalp plays an important role in hair growth. This natural oil promotes circulation with peppermint oil. The almond oil is a carrier protein, in which our hair is made of protein, so this oil binds to the hair sealing it and locking in moisture preventing breakage and excessive shedding. This is a lightweight natural oil with a sweet, refreshing peppermint scent.

Mielle Organics Pomegranate And Honey Moisturizing and Detangling Shampoo

KShs 2,150.00
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Product Details

The healthy Type 4 hair product you’ve been looking for! Tackle wash day with a Type 4 hair product made just for you. Mielle’s Pomegranate & Honey Moisturizing and Detangling Shampoo uses natural ingredients like honey and babassu oil to lift dirt and oil from your hair while preserving moisture. Enjoy the luxurious lather and amazing scent, and see for yourself how well it works at loosening tangles and adding slip. Follow up with our Detangling Conditioner, moisturize with our Leave-In Conditioner, and get creative with your choice of Pomegranate & Honey natural hair styling products. Add this sulfate-free shampoo to your collection and order today! • Provides silky slip• Pre-detangles thick, curly hair• Cleans without stripping natural moisture

tgin Moisture Rich Sulfate Free Shampoo

KShs 1,999.00
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Product Details

Experience amazing results with tgin Moisture Rich Sulfate Free Shampoo for natural hair.  This unique formula is enriched with coconut oil to gently cleanse your hair, and amla oil to reduce breakage and increase moisture retention.  The result is healthy hair that is left feeling soft, smooth and moisturized.
Benefits: Cleans hair, gently and effectively, Sulfate-free formula, Does not contain harsh detergents that strip the hair of its natural oils,Smoothes the cuticle surface ,Leaves hair feeling soft and smooth
  • Infused with Pro-Vitamin B5 for reduced breakage and increased moisture
  • No parabens, sulfates, petrolatum, lanolin, artificial colors, or animal testing.

Sunny Isle Jamaican Black Castor Oil

KShs 2,200.00
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Product Details

Say goodbye to dull, damaged, hair and hello to healthy, shiny hair with The Original Sunny Isle Jamaican Black Castor Oil. A proven effective hair and skin care product, this oil treats dry, damaged hair, regrowing and strengthening it from root to tip. It works well for lengthening and thickening eyebrows and eyelashes, and is an effective treatment for acne. With a variety of uses for Jamaican Black Castor Oil, it's an all-round, good natural product to incorporate into your daily beauty routine. Our Original JBCO formula has a medium consistency, a light ashy aroma and a high ash content, ideal for regrowing damaged, dry or fading hair. Sunny Isle's organic castor seeds are roasted and ground by a manual grinder and then the crushed beans are boiled to extract the 100% pure, dark brown, organic oil. It's the best quality oil on the market.

Mielle Organics Rice Water Moisturizing Milk

KShs 1,550.00
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This daily moisturizer is the perfect solution for bringing life back to dry thirsty hair. Infused with key ingredients such as safflower oil, rice water, yuzu, castor oil and coconut oil to strengthen and lock in moisture.

Shea Moisture Coconut And Hibiscus Curl Enhancing Smoothie

KShs 1,900.00
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Product Details

Shea Moisture’s Coconut & Hibiscus Curl Enhancing Smoothie is an all-natural leave-on styling cream specially formulated for wavy, curly hair. Coconut oil used in this moisturizing formula hydrates and protects hair against breakage while replenishing lost oils. Neem Oil imparts brilliant shine and adds volume and definition to dull, lifeless curls and coils. This enhancing smoothie bottles in the benefits of Silk Protein, an important ingredient that softens unruly locks making them irresistibly smooth and easy to manage.SheaMoisture’s Coconut & Hibiscus Curl Enhancing Smoothie is a natural hair care product that is so gentle that you can use it every day to flaunty your curls in envious, dazzling styles!