Returns, Refunds & Exchanges Policy

Effective Date: 01/06/2026

Last Updated: 28/05/2026

Welcome to Shop Go Natural

At Shop Go Natural, we are committed to providing authentic, high-quality natural hair care, skincare, beauty, and wellness products. Your satisfaction is important to us, and we aim to ensure that every order arrives in excellent condition.

This Returns, Refunds & Exchanges Policy explains the circumstances under which products purchased from https://www.shop-gonatural.co.ke may be returned, exchanged, replaced, or refunded.

Our policy is designed to balance customer satisfaction with product safety, hygiene standards, and fair business practices. It complies with applicable Kenyan consumer protection laws and reflects WooCommerce and international eCommerce best practices.

This Policy should be read together with our:

• Terms & Conditions
• Privacy Policy
• Shipping Policy
• Cookie Policy

By placing an order with Shop Go Natural, you acknowledge that you have read and understood this Policy.

Table of Contents

1. Introduction
2. Definitions
3. Eligibility for Returns
4. Products Eligible for Return
5. Non-Returnable Products
6. Order Cancellations
7. Exchanges
8. Damaged, Defective or Incorrect Products
9. Missing Items
10. Return Authorisation Process
11. Return Timeframes
12. Return Inspection Process
13. Refunds
14. Refund Methods
15. Store Credit
16. Return Shipping Costs
17. Failed Deliveries & Unclaimed Orders
18. Promotional Products, Bundles & Gift Offers
19. Loyalty Points, Coupons & Discounts
20. Fraud Prevention
21. Customer Responsibilities
22. Shop Go Natural Responsibilities
23. Limitation of Liability
24. Privacy
25. Changes to this Policy
26. Governing Law
27. Dispute Resolution
28. Severability
29. No Waiver
30. Entire Policy
31. Contact Us

1. Introduction

This Returns, Refunds & Exchanges Policy outlines the procedures, conditions, and timelines applicable to products purchased from Shop Go Natural.

We understand that, on occasion, a customer may need to return a product, request an exchange, or seek a refund. We aim to handle such requests fairly, promptly, and in accordance with applicable law.

Each request is assessed individually to ensure compliance with this Policy while maintaining product quality, hygiene, and customer safety.

Nothing in this Policy limits your statutory rights under the Consumer Protection Act, 2012, or any other applicable law.

2. Definitions

For the purposes of this Policy:

“Return” means sending a product back to Shop Go Natural for inspection and assessment.

“Refund” means reimbursement of all or part of the purchase price through the original payment method or another method agreed where permitted by law.

“Exchange” means replacing an eligible product with another product of equal or agreed value.

“Replacement” means supplying the same product again where a product is confirmed to be damaged, defective, faulty, or incorrectly supplied.

“Store Credit” means credit issued to your Shop Go Natural customer account for use on future purchases, where offered or agreed.

“Business Day” means any day other than a Saturday, Sunday, or public holiday in Kenya.

“Proof of Purchase” includes an order confirmation, receipt, invoice, or other evidence reasonably accepted by Shop Go Natural.

“Original Condition” means the product is unused, unopened, unaltered, and returned with its original packaging, labels, seals, accessories, and any promotional items included with the purchase.

3. Eligibility for Returns

We accept eligible return requests where the conditions set out in this Policy are met.

To qualify for a return, the product must generally:

• Be unused and unopened.
• Be in its original condition.
• Be returned with its original packaging, labels, seals, and accessories (where applicable).
• Be accompanied by valid proof of purchase.
• Be returned within the applicable return period.
• Not fall within the list of non-returnable products described in this Policy.

Meeting these conditions does not automatically guarantee a refund, exchange, or replacement. All returned products are subject to inspection and verification before a final decision is made.

4. Products Eligible for Return

Subject to inspection and approval, you may be eligible for a return if the product:

• Arrived damaged during delivery.
• Is defective or faulty.
• Was incorrectly supplied.
• Differs materially from the product you ordered.
• Has a manufacturing defect.
• Arrived with missing components or accessories.
• Was delivered in an incomplete order.

Where a return is approved, Shop Go Natural may, at its discretion and in accordance with applicable law, offer one of the following remedies:

• A replacement product.
• An exchange for another eligible product.
• Store credit.
• A partial refund.
• A full refund.

The appropriate remedy will depend on the nature of the issue, product availability, and the circumstances of your claim.

5. Non-Returnable Products

To protect the health, safety, and hygiene of all our customers, certain products cannot be returned once sold unless they were received damaged, defective, faulty, expired, or incorrectly supplied.

The following products are generally not eligible for return, exchange, or refund:

• Opened or used hair care products.
• Opened skincare products.
• Opened cosmetic or beauty products.
• Hair vitamins and ingestible supplements.
• Personal care products that have been opened or used.
• Used wigs, hair extensions, hair pieces, or hair toppers.
• Used combs, brushes, styling tools, bonnets, or other personal grooming accessories.
• Products with broken hygiene seals.
• Gift cards, gift vouchers, or digital products.
• Downloadable products.
• Custom-made or special-order products.
• Products clearly marked as “Final Sale”, “Non-Returnable”, or words of similar effect.
• Products damaged after delivery due to misuse, improper storage, negligence, or failure to follow the manufacturer’s instructions.

These restrictions are intended to protect all customers and maintain product quality and safety.

Nothing in this section limits your statutory rights where a product is defective, unsafe, or not as described.

Products with Manufacturing Defects

If you believe a product has a manufacturing defect, please contact us as soon as reasonably practicable.

Where appropriate, we may request:

• Photographs.
• Videos.
• Batch or lot numbers.
• Expiry date.
• Proof of purchase.
• Return of the product for inspection.

Where a manufacturing defect is confirmed, we will provide an appropriate remedy in accordance with this Policy and applicable law.

6. Order Cancellations

Customers may request to cancel an order before it has been dispatched.

We will make reasonable efforts to accommodate cancellation requests received before the order enters the fulfilment or shipping process.

Once an order has been dispatched, it generally cannot be cancelled and will instead be subject to this Returns, Refunds & Exchanges Policy.

Cancellation Before Dispatch

If your cancellation request is approved before dispatch:

• Your order will be cancelled.
• Any eligible refund will be processed using the original payment method.
• Processing fees charged by payment providers may be deducted where permitted by law and where they are non-refundable to Shop Go Natural.

Cancellation After Dispatch

If an order has already been dispatched:

• The shipment cannot usually be recalled.
• Delivery charges may remain payable.
• The order may only be returned in accordance with this Policy after delivery.

7. Exchanges

Where eligible, Shop Go Natural may offer an exchange instead of a refund.

An exchange may be appropriate where:

• The wrong product was supplied.
• The product arrived damaged.
• The product is defective.
• A manufacturing fault is confirmed.
• Another exchange is required under applicable consumer protection laws.

Exchanges are subject to:

• Product availability.
• Inspection of the returned product.
• Compliance with this Policy.

If the requested replacement product is unavailable, we may offer:

• A similar product.
• Store credit.
• A refund.
• Another mutually agreed solution.

Products Not Eligible for Exchange

Unless required by law, we do not generally exchange products because:

• You changed your mind after opening or using the product.
• The product was purchased in error by the customer.
• You no longer require the product.
• The product was damaged after delivery due to misuse or improper handling.

We encourage customers to review product descriptions carefully before placing an order. If you have any questions about a product’s suitability, our Customer Support team is happy to assist before you purchase.

8. Damaged, Defective or Incorrect Products

If you receive:

• A damaged product.
• A defective product.
• A faulty product.
• An expired product.
• The wrong product.
• An incomplete order.

please notify Shop Go Natural as soon as reasonably practicable and preferably within 48 hours of delivery.

Prompt reporting helps us investigate the issue efficiently with our courier partners and suppliers.

Evidence Required

To assist with our investigation, we may request:

• Clear photographs of the product.
• A video showing the issue.
• Photographs of the outer packaging.
• Courier labels.
• Batch numbers or expiry dates (where applicable).
• Your order number.
• Proof of purchase.

In some cases, we may request that the product be returned for inspection before approving a replacement, exchange, store credit, or refund.

Failure to provide reasonably requested information may delay the assessment of your claim.

9. Missing Items

If your parcel is delivered but one or more products are missing, please contact us promptly.

When reporting missing items, please provide:

• Your order number.
• A description of the missing item(s).
• Photographs of the parcel and packaging (where available).
• Any other relevant information that may assist our investigation.

We may review:

• Packing records.
• Warehouse dispatch records.
• Courier documentation.
• Delivery confirmation.
• Order history.

If we confirm that an item was omitted from your order, we will provide an appropriate remedy, which may include:

• Dispatching the missing item.
• Replacing the item.
• Issuing a refund.
• Providing store credit.

Our aim is to resolve verified claims fairly and as quickly as reasonably possible.

10. Return Authorisation Process

To ensure that returns are handled efficiently and securely, all returns must be authorised by Shop Go Natural before products are sent back.

Returns submitted without prior authorisation may be delayed or refused.

Step 1 – Submit Your Request

To request a return, exchange, replacement, or refund, please contact our Customer Support team.

Email: sales@shop-gonatural.co.ke

Please include the following information:

• Your full name.
• Order number.
• Email address used for the order.
• Telephone number.
• Product name(s).
• Reason for the return request.
• Photographs or videos (where applicable).
• Any other relevant information that may assist us.

Providing complete information helps us process your request more quickly.

Step 2 – Assessment

Once we receive your request, we will review the information provided.

Depending on the circumstances, we may:

• Request additional information.
• Request photographs or videos.
• Verify delivery records.
• Contact the courier.
• Review warehouse packing records.
• Request the return of the product for inspection.

Our goal is to assess every request fairly and objectively.

Step 3 – Return Authorisation

If your request is approved, we will provide:

• Return Authorisation confirmation.
• Return instructions.
• Return address.
• Any additional documentation or reference number required.

Please do not return products before receiving our Return Authorisation, as doing so may delay or affect the processing of your request.

11. Return Timeframes

To help us investigate and resolve return requests efficiently, customers should notify us within the applicable timeframes below.

Return Notification Period

Unless a longer period is required by applicable law, customers should notify Shop Go Natural within seven (7) calendar days of receiving their order if they wish to request:

• A return.
• An exchange.
• A replacement.
• A refund.

For products that are damaged, defective, incorrectly supplied, or incomplete, we recommend notifying us within 48 hours of delivery whenever reasonably possible.

Early notification allows us to investigate the matter more effectively with our courier partners and suppliers.

Returning the Product

Once your return has been approved, the product should be dispatched within seven (7) calendar days of receiving your Return Authorisation, unless we advise otherwise.

Failure to return the product within this period, without prior agreement, may result in the return request being cancelled.

Delays in Returning Products

If circumstances beyond your reasonable control prevent you from returning an approved item within the required timeframe, please contact us as soon as possible.

We may, at our discretion, extend the return period where it is reasonable to do so.

12. Return Inspection Process

Every returned product undergoes an inspection before any refund, replacement, exchange, or store credit is approved.

This inspection helps us:

• Verify the reported issue.
• Confirm product condition.
• Detect transport damage.
• Verify manufacturing defects.
• Prevent fraudulent claims.
• Ensure compliance with this Policy.

What We Inspect

Our assessment may include:

• Product condition.
• Packaging condition.
• Hygiene seals.
• Product authenticity.
• Batch numbers.
• Expiry dates.
• Evidence of use.
• Signs of tampering.
• Accessories included with the product.
• Photographs and videos submitted by the customer.

Where appropriate, we may also consult the product manufacturer or supplier.

Inspection Outcome

Following inspection, Shop Go Natural may determine that:

• The return is approved.
• A replacement should be issued.
• An exchange is appropriate.
• Store credit should be issued.
• A full refund is appropriate.
• A partial refund is appropriate.
• The claim does not meet the requirements of this Policy.

Where a return request is declined, we will explain the reason for our decision.

13. Refunds

Where a refund is approved, Shop Go Natural will process it as soon as reasonably practicable.

Refunds are issued only after:

• The returned product has been received (where required).
• Inspection has been completed.
• The return has been approved.

Approval of a return does not automatically entitle a customer to a refund. Depending on the circumstances, another remedy such as a replacement, exchange, or store credit may be more appropriate.

Partial Refunds

A partial refund may be issued where appropriate, including where:

• Only part of an order is returned.
• Only certain products qualify for a refund.
• Promotional discounts affected the purchase price.
• A refund is reduced to account for non-refundable delivery or payment processing costs, where permitted by law.

Refund Processing Time

Once approved, refunds are generally processed within five (5) business days.

The time taken for funds to appear in your account depends on your payment provider and financial institution.

Estimated processing times are:

*These are estimates only and may vary depending on your payment provider.

14. Refund Methods

Refunds will normally be issued using the same payment method used for the original purchase.

Depending on your payment method, refunds may be processed through:

• M-Pesa.
• Debit or credit card (via Paystack).
• Bank transfer (where applicable).
• Another legally permitted method agreed between you and Shop Go Natural.

For security reasons, refunds are generally not issued:

• In cash for online payments.
• To a different person’s account.
• To an unrelated payment method, unless required by law.

Where a refund cannot reasonably be processed to the original payment method, we will discuss an appropriate alternative with you.

15. Store Credit

In certain circumstances, Shop Go Natural may offer store credit as an alternative to a refund.

Store credit may be offered where:

• You choose store credit instead of a refund.
• A promotional offer specifies store credit.
• It is mutually agreed as part of resolving a customer service issue.

Unless otherwise stated:

• Store credit is non-transferable.
• Store credit cannot be exchanged for cash.
• Store credit may only be used on eligible purchases made through Shop Go Natural.
• Any expiry date applicable to store credit will be communicated at the time it is issued.

Acceptance of store credit is voluntary unless otherwise required by law or agreed between you and Shop Go Natural.

16. Return Shipping Costs

The responsibility for return shipping costs depends on the reason for the return.

Unless otherwise required by applicable law, the customer is responsible for the cost of returning eligible products to Shop Go Natural where the return is due to:

• A change of mind.
• Ordering the wrong product.
• Ordering the incorrect quantity.
• The product is no longer required.
• The customer selected the wrong variant, size, colour, or fragrance where applicable.

Customers are responsible for ensuring that returned products are securely packaged and dispatched using a reliable delivery service.

Returns at Shop Go Natural’s Expense

Shop Go Natural will generally bear the reasonable return shipping costs where the return is approved because:

• The wrong product was supplied.
• The product was damaged before delivery.
• The product arrived damaged during transit.
• The product has a confirmed manufacturing defect.
• The product is defective or faulty.
• The product has expired before delivery.
• The order was incomplete due to our error.

In such cases, we may:

• Arrange collection of the product;
• Provide a prepaid return shipping label (where available); or
• Reimburse reasonable return shipping costs upon submission of valid proof of payment.

Packaging Requirements

To ensure products are returned safely, customers should:

• Use secure and protective packaging.
• Include all original packaging, labels, accessories, and promotional items where applicable.
• Remove or cover old courier labels if reusing shipping cartons.
• Ensure liquids are properly sealed to prevent leakage.
• Package fragile items appropriately.

Improper packaging may result in damage during transit, which could affect the outcome of your return request.

Proof of Shipment

We strongly recommend using a tracked courier service for all returns.

Please retain:

• Courier receipts.
• Tracking numbers.
• Proof of dispatch.
• Delivery confirmation (where available).

Shop Go Natural is not responsible for products lost or damaged while being returned through a courier selected by the customer, unless the return shipment was arranged by Shop Go Natural.

17. Failed Deliveries & Unclaimed Orders

If an order is returned to Shop Go Natural because:

• The customer was unavailable to receive the delivery;
• The customer failed to collect the parcel from a designated collection point;
• The delivery address provided was incorrect or incomplete;
• The customer could not be contacted using the details provided;
• Delivery was refused without a valid reason; or
• The parcel remained unclaimed beyond the courier’s holding period,

we may contact the customer to arrange re-delivery.

Additional shipping, handling, storage, or courier charges may apply before the order is dispatched again.

Refunds for Returned Deliveries

Where an order is returned to Shop Go Natural due to the customer’s actions or omissions, any approved refund may be reduced by reasonable costs incurred, including:

• Original shipping charges (where applicable).
• Return courier charges.
• Storage fees charged by the courier.
• Payment processing fees that are not recoverable by Shop Go Natural, where permitted by law.

Any deductions will be explained to the customer before the refund is processed.

18. Promotional Products, Bundles & Gift Offers

Products purchased as part of a promotion may be subject to additional return conditions.

This includes:

• Product bundles.
• Gift sets.
• Promotional kits.
• Buy One Get One (BOGO) offers.
• Free gift promotions.
• Multi-buy discounts.
• Seasonal promotional offers.

Bundle Purchases

Where products are sold as a bundle or kit, the bundle should generally be returned in its entirety to qualify for a refund or exchange.

Partial returns of bundled products are not normally accepted unless:

• A specific item is defective.
• A specific item was incorrectly supplied.
• Applicable consumer protection laws require otherwise.

Free Gifts

Where an order qualified for a complimentary gift because a minimum purchase value was met, and a subsequent return reduces the order below that qualifying value, Shop Go Natural may require:

• The complimentary gift to be returned in unused condition; or
• The retail value of the complimentary gift to be deducted from any approved refund, where permitted by law.

Promotional Discounts

If a return affects eligibility for a promotional discount, the refund amount may be recalculated based on the revised order value.

19. Loyalty Points, Coupons & Discounts

Where a purchase involved:

• Reward Points.
• Promotional coupons.
• Discount vouchers.
• Store credit.
• Referral rewards.
• Birthday rewards.
• Promotional campaigns.

appropriate adjustments may be made if the order is returned, cancelled, or refunded.

Loyalty Points

Where Reward Points were earned from a purchase that is later refunded or cancelled:

• The corresponding Reward Points may be deducted from your Rewards Programme account.
• Previously redeemed Reward Points associated with that purchase may also be adjusted where appropriate.

These adjustments help maintain the fairness and integrity of the Rewards Programme.

Coupons and Promotional Codes

Coupons or promotional codes used on a refunded order:

• Will not normally be reissued if they have expired.
• May be reinstated at Shop Go Natural’s discretion where appropriate.
• Remain subject to the original promotional terms.

Store Credit Adjustments

Where store credit was used to pay for all or part of an order:

• Any approved refund will generally be returned to the original store credit balance before any remaining amount is refunded through the original payment method.
• Store credit refunds remain subject to the original conditions under which the credit was issued.

20. Fraud Prevention

Shop Go Natural is committed to protecting both customers and the business from fraudulent activity.

We reserve the right to investigate any return, refund, exchange, or replacement request where there are reasonable grounds to believe that:

• False information has been provided.
• Evidence has been altered or falsified.
• A product has been intentionally damaged.
• A product has been tampered with after delivery.
• Multiple accounts are being used to abuse our returns process.
• Fraudulent payment activity has occurred.
• Excessive or abusive return patterns are identified.
• A chargeback has been initiated in relation to the same transaction.

During an investigation, we may request additional information or documentation to verify the claim.

Chargebacks

If a customer initiates a payment dispute or chargeback with their bank or payment provider while a return or refund request is already being processed, Shop Go Natural may suspend the return or refund process until the chargeback investigation has concluded.

We encourage customers to contact our Customer Support team first so that we can work towards a prompt and fair resolution before initiating a chargeback.

Nothing in this section limits any rights you may have under applicable law or the rules of your payment provider.

21. Customer Responsibilities

To help us process returns, refunds, replacements, and exchanges efficiently, customers are responsible for:

• Providing accurate and complete information when submitting a return request.
• Retaining proof of purchase, such as an order confirmation, invoice, or receipt.
• Inspecting products promptly upon delivery.
• Reporting damaged, defective, incorrect, or incomplete orders as soon as reasonably practicable.
• Returning approved products within the timeframe specified in this Policy.
• Packaging returned products securely to prevent damage during transit.
• Following all return instructions provided by Shop Go Natural.
• Using products in accordance with the manufacturer’s instructions and intended purpose.
• Providing truthful and accurate information throughout the returns process.

Failure to comply with these responsibilities may delay the assessment of your request or affect your eligibility for a return, exchange, replacement, or refund.

Accurate Product Selection

Customers are encouraged to carefully review:

• Product descriptions.
• Ingredients (where applicable).
• Product specifications.
• Size or volume.
• Colour or variant.
• Compatibility.
• Directions for use.

If you require assistance before purchasing, our Customer Support team will be pleased to help you make an informed decision.

Care of Returned Products

Until a returned product is received by Shop Go Natural, customers remain responsible for taking reasonable care of the product.

Products should be protected from:

• Excessive heat.
• Moisture.
• Contamination.
• Physical damage.
• Loss during return transit.

22. Shop Go Natural Responsibilities

Shop Go Natural is committed to providing quality products and excellent customer service.

We will make reasonable efforts to:

• Supply authentic products sourced from trusted manufacturers and distributors.
• Process eligible return requests fairly and consistently.
• Respond to customer enquiries promptly.
• Inspect returned products objectively.
• Process approved refunds within the timelines stated in this Policy.
• Replace or exchange eligible products where appropriate.
• Protect customers’ personal information in accordance with our Privacy Policy and applicable data protection laws.
• Continuously improve our products, services, and customer experience.

Where an error occurs on our part, we will make reasonable efforts to correct it promptly and provide an appropriate remedy in accordance with this Policy and applicable law.

23. Limitation of Liability

To the fullest extent permitted by applicable law, Shop Go Natural shall not be liable for:

• Damage resulting from misuse, abuse, neglect, improper storage, or failure to follow product instructions.
• Allergic reactions or sensitivities where ingredients were clearly disclosed and the product was used contrary to recommendations.
• Normal wear and tear of products after delivery.
• Delays caused by third-party courier services or payment providers.
• Loss or damage occurring after delivery has been successfully completed in accordance with the Shipping Policy.
• Indirect, incidental, consequential, or special damages arising from the use of our products or services.

Nothing in this Policy excludes or limits any liability that cannot legally be excluded under the Consumer Protection Act, 2012, the Data Protection Act, 2019, or any other applicable law.

Where liability cannot lawfully be excluded, our liability shall be limited to the remedies available under applicable law.

24. Privacy

To administer returns, refunds, replacements, and exchanges, Shop Go Natural may collect and process personal information including:

• Your name.
• Contact details.
• Delivery and billing addresses.
• Order information.
• Payment details (where necessary).
• Photographs or videos submitted in support of your claim.
• Communications relating to your return request.

This information is processed solely for purposes including:

• Verifying your claim.
• Investigating return requests.
• Processing refunds or exchanges.
• Preventing fraud.
• Complying with legal obligations.
• Improving our customer service.

Your personal information will be processed in accordance with our Privacy Policy, the Kenya Data Protection Act, 2019, the Data Protection (General) Regulations, 2021, and other applicable data protection laws.

We do not sell your personal information to third parties.

25. Changes to this Policy

Shop Go Natural may update this Returns, Refunds & Exchanges Policy from time to time to reflect:

• Changes in applicable laws or regulations.
• Updates to our business operations.
• Improvements to our customer service processes.
• Changes to our products or services.
• Industry best practices.

When material changes are made, we will update the “Last Updated” date displayed at the beginning of this Policy.

Where appropriate, we may also notify customers through:

• Our Website.
• Email.
• SMS.
• WhatsApp (where you have opted to receive such communications).
• Customer account notifications.

We encourage customers to review this Policy periodically.

26. Governing Law

This Returns, Refunds & Exchanges Policy shall be governed by and interpreted in accordance with the laws of the Republic of Kenya.

This includes, where applicable:

• The Consumer Protection Act, 2012.
• The Data Protection Act, 2019.
• The Data Protection (General) Regulations, 2021.
• The Computer Misuse and Cybercrimes Act, 2018.
• The Kenya Information and Communications Act.
• Any other applicable laws governing electronic commerce and consumer transactions.

Where mandatory consumer protection laws of another jurisdiction apply, those rights shall continue to apply to the extent required by law.

27. Dispute Resolution

Shop Go Natural is committed to resolving customer concerns fairly, promptly, and professionally.

If you have a concern regarding a return, refund, exchange, or replacement, we encourage you to contact our Customer Support team first so that we can attempt to resolve the matter amicably.

If a dispute cannot be resolved through direct communication, either party may pursue any remedies available under applicable law, including referring the matter to a competent court or another legally recognised dispute resolution mechanism in Kenya.

Nothing in this Policy limits your statutory rights or your right to seek relief from a competent authority where permitted by law.

28. Severability

If any provision of this Returns, Refunds & Exchanges Policy is found by a court or competent authority to be invalid, unlawful, or unenforceable, that provision shall be modified or interpreted only to the extent necessary to make it enforceable.

The remaining provisions shall continue in full force and effect.

29. No Waiver

Any failure or delay by Shop Go Natural to enforce any provision of this Policy shall not constitute a waiver of that provision or any other right.

Any waiver shall only be effective if made expressly in writing by an authorised representative of Shop Go Natural.

30. Entire Policy

This Returns, Refunds & Exchanges Policy forms part of the contractual relationship between Shop Go Natural and its customers.

It should be read together with our:

• Terms & Conditions.
• Privacy Policy.
• Cookie Policy.
• Shipping Policy.
• Customer Rewards Programme Terms & Conditions.

If there is any inconsistency between this Policy and any mandatory legal requirement, the applicable law shall prevail to the extent of the inconsistency.

31. Contact Us

If you have any questions about this Returns, Refunds & Exchanges Policy or wish to request a return, exchange, replacement, or refund, please contact us:

Shop Go Natural

Website: https://www.shop-gonatural.co.ke

Email (Returns & Customer Support): sales@shop-gonatural.co.ke

General Support: support@shop-gonatural.co.ke

Telephone: +254 742737299

WhatsApp: +254 742737299

Business Hours: Monday-Friday 9am – 5:30 pm

You may also contact us through our official social media channels:

• Facebook: Shop Go Natural
• Instagram: @shopgonatural

We aim to respond to all return and refund enquiries as promptly as reasonably possible during our normal business hours.

32. Acceptance of this Policy

By placing an order with Shop Go Natural, you acknowledge that you have read, understood, and agree to this Returns, Refunds & Exchanges Policy.

This Policy forms part of the agreement between you and Shop Go Natural and should be read together with our Terms & Conditions and other applicable policies published on our Website.

Your continued use of our Website and placement of orders after any updates to this Policy constitutes your acceptance of the revised version, subject to any rights you may have under applicable law.