Refund policy
At Nairobi Skincare, we want you to feel confident and cared for with every product you receive.
If, for any reason, your purchase isn’t the perfect match, you may return it within 14 days of delivery.
Please note that return shipping costs are at your own expense.
Once we receive your return, we will process your refund within 14 business days using the same payment method you used at checkout.
Before Starting Your Return
Used Products
You may return opened or used products as long as at least 80% of the product is still inside the packaging. This ensures you can try the product while maintaining fair use.
Bundle Purchases
If you return individual items from a discounted bundle, the bundle discount will no longer apply.
The products you keep will be charged at their standard individual pricing.
Empty Items
Products that are empty or nearly empty cannot be returned and are not eligible for a refund.
Free Gifts
If your order included a free gift, we kindly ask that you return the gift as well.
If the gift is not returned, we reserve the right to deduct its value from your refund.
Where You Purchased Matters
We can only accept returns for orders placed directly on nairobiskincare.com.
Returns for purchases made through third-party retailers or platforms must be handled through those sellers.
Return Notification Required
We can only issue a refund once we have received and reviewed your returned products.
If no return notification is provided, we unfortunately cannot process your refund.
How to Start a Return
1. Email us with the following information:
– Order number
– Full address
– Photos of the products you wish to return
– Reason for return
2. We will reply with the return address and further instructions.
3. Ship your package back:
Return costs are at your own expense.
Whenever possible, please use the original packaging to protect the products, especially if they contain fragile materials such as glass.
4. Receive your refund:
Once we have received your return, your refund will be processed within 14 business days.
If you have any questions or need assistance, feel free to contact us our team is here to help you with care.