Last updated: 25 August 2026
If something is not right with your order, we want to fix it. This page explains what can be returned, what cannot, and how to go about it.
The short version
You have 30 days from delivery to request a return or exchange. Items must be unused and in their original, sealed packaging. Opened cosmetics cannot be returned for hygiene reasons unless they are faulty, damaged or not what you ordered.
What we always put right
Regardless of packaging, contact us if your order arrives:
- Damaged or leaking
- Missing an item you paid for
- Containing the wrong product
- Faulty, or past its expiry date on arrival
Tell us within 48 hours of delivery with your order number and a photograph, and we will replace the item or refund it, including any delivery charge you paid. We cover the cost of return delivery in these cases.
Why opened cosmetics cannot be returned
Skincare and haircare products are applied to the body, and once a seal is broken we cannot verify how a product has been stored or handled. Reselling it would not be safe. This is standard practice for cosmetics and it exists to protect customers.
This does not affect your rights where a product is faulty or was described incorrectly.
If a product irritates your skin
Natural ingredients are not automatically gentle ingredients, and any product can irritate a particular person. Stop using it immediately and get in touch. We will talk through what happened, and depending on the circumstances we may offer an exchange for something better suited to your skin or a refund.
Please patch-test any new product on your inner forearm for 24 hours before applying it more widely. If you have a known allergy, check the ingredient list on the product page before ordering, and ask us if anything is unclear.
What cannot be returned
- Opened or unsealed products, unless faulty or incorrectly supplied
- Items requested more than 30 days after delivery
- Products bought on clearance and marked non-returnable at the time of purchase
- Gift cards
- Products damaged by misuse, or by storage in heat or direct sunlight after delivery
How to start a return
- Contact us on 0718 218 217 or buy@verlinnaturals.com within 30 days of delivery.
- Give us your order number, the item concerned, and the reason. Send a photograph if the item is damaged or incorrect.
- We will confirm whether the return is accepted and tell you how to send it back or arrange collection.
- Send the item back in its original packaging, or bring it to our shop at Iconic Business Place, Moi Avenue, Shop B5, Nairobi.
Please do not send anything back before contacting us. Unannounced returns are difficult to match to an order and slow everything down.
Who pays for return delivery
We cover return delivery where the item is faulty, damaged, expired or not what you ordered. Where you are returning an item for another reason, such as changing your mind, you cover the return delivery cost. Original delivery charges are not refunded in that case.
Refunds
Once we receive and inspect the item, we will let you know the outcome. Approved refunds are sent to the M-Pesa number used for the original payment within 7 working days of approval.
If you have not received an approved refund after 7 working days, check with M-Pesa first, then contact us with your order number and we will trace it.
Exchanges
If you would prefer a different product rather than a refund, tell us when you get in touch. Where the replacement costs more, we will send you the balance to pay. Where it costs less, we refund the difference.
Cancelling before dispatch
If your order has not yet been dispatched, we can usually cancel it and refund you in full. Call us as soon as possible on 0718 218 217, since orders are often packed the same day.
Your legal rights
Nothing in this policy limits your rights under the Consumer Protection Act, 2012 or other applicable Kenyan law.
Contact
Phone or WhatsApp: 0718 218 217
Email: buy@verlinnaturals.com
Shop: Iconic Business Place, Moi Avenue, Shop B5, Nairobi
Monday to Friday 9:00am to 8:00pm, Saturday 11:00am to 3:00pm
