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.
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YOUR RIGHT OF WITHDRAWAL
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As a consumer in the EU, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving a reason.
You can exercise your right of withdrawal electronically via the withdrawal button in our online shop. You'll find this button in the footer of our website under "Cancel your order".
This follows a legally prescribed two-step process. Click the button, enter your details and confirm your withdrawal. After completing the process, you will receive confirmation by email on a durable medium (Art. 9 EU Directive 2023/2673).
You can also submit your withdrawal by email to info@nairobiskincare.com, stating your order number and intent to withdraw.
Upon a valid withdrawal, we will refund your full order amount including your original shipping costs within 14 days of receiving your return.
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BEFORE STARTING YOUR RETURN
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Used Products
You may return opened or used products as long as at least 80% of the product remains inside the packaging. You're welcome to try it, we just ask that the majority of the product is still there.
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, please 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 must be handled through those sellers.
Uncollected Packages
If your order is not collected from the pickup point and is automatically returned to us, we will refund the product price only. Original shipping costs will not be refunded in this case, as the shipment was successfully dispatched.
Return Shipping
Return shipping costs are at your own expense. Please use a tracked shipping method, we cannot be held responsible for parcels lost in transit. Please include a note with your full name and order number inside the parcel.
Return address:
Nairobi Skincare
Mosgroen 16
4142 RL Leerdam
The Netherlands
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HOW TO START A RETURN
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1. Use the withdrawal button in the footer of our website ("Cancel your order"). no login
required. Or email us at info@nairobiskincare.com with your order number and reason for return.
2. Ship your package back within 14 days of your withdrawal confirmation. Whenever possible, use the original packaging to protect the products, especially if they contain fragile materials such as glass.
3. Receive your refund within 14 days of us receiving your return.
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QUESTIONS?
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Feel free to contact us at info@nairobiskincare.com