Refund Policy and Return Policy
Overview
At Dr. Rashel Kenya, we are committed to ensuring customer satisfaction with every purchase. If for any reason you are not completely satisfied with your order, you may return or exchange it in accordance with the terms below.
Returns
We accept returns for both defective and non-defective products, provided they meet the following conditions:
The product must be in new and unused condition.
The return must be initiated within 30 days of delivery.
To start a return, visit Your Orders page or contact our support team at +254 743 110 471 for assistance on how to track and process your return.
Exchanges
We accept product exchanges for eligible items under the same conditions as returns — the item must be new and returned within 30 days. Exchanges can be made in-store or through our customer service team.
Refunds
Once your returned item is received and inspected, your refund will be processed to the original payment method you selected during purchase.
Refund Processing Time:
It can take up to two weeks for us to receive and process your return after the carrier delivers it.
Most refunds are completed within 10 business days after we successfully process your return.
Some refunds may take up to 30 days, depending on your financial institution’s processing times.
You can check the status of your refund at any time via Your Orders.
Note: Refunds only apply to items purchased from and fulfilled by Dr. Rashel Kenya.
Fees
Restocking Fee: None
Return Shipping Fee: None for defective items; customer may bear cost for non-defective returns.
Refund Method: In-store or original payment method
