Refund Policy and Return Policy
Overview
At Dr. Rashel Kenya, every product is genuine and sealed. Because skincare is a personal-care product, we handle problems by exchange. We do not give cash refunds. Please read the terms below before you order.
Exchanges, not refunds
We exchange products for the correct or an equivalent product. We do not refund money. If the exchange product costs less, the difference is credited to you. If it costs more, you top up the difference.
Wrong product received
- Tell us within 7 days of delivery.
- The product must be unopened, with its seal unbroken.
- We exchange it for the correct product, at our cost.
Damaged on arrival
- Tell us within 48 hours of delivery.
- Once we approve your report, return the product within 7 days.
- We exchange it for the same product, at our cost.
Change of mind
- Return the product within 7 days of delivery.
- The product must be unopened, with its seal unbroken.
- We exchange it for an equivalent product. No cash refund is given.
- The customer pays the delivery cost of the exchange.
How to start an exchange
Visit the Your Orders page or contact our support team on WhatsApp or call +254 743 110 471. Exchanges can also be made in-store at Pioneer House, Kenyatta Avenue, 3rd Floor, Unit 316, Nairobi.
Note: Exchanges only apply to items purchased from and fulfilled by Dr. Rashel Kenya.
Fees
- Restocking fee: None
- Delivery cost of a return or exchange: We pay for wrong or damaged products. The customer pays for change-of-mind exchanges.
- Refund method: None. Exchange or credit only.