Refund and Returns Policy

Overview

Our refund and returns policy lasts 30 days from the date of purchase. If 30 days have passed, we unfortunately cannot offer a full refund or exchange.

To be eligible for a return, your item must be unused, unopened, and in the same condition that you received it. It must also be in the original, sealed packaging to maintain our strict hygiene and safety standards.

Non-Returnable Items

For health and safety reasons, the following items cannot be returned:

Opened or used hair and skincare products.
Gift cards.
Sale or promotional items (only regular-priced items may be refunded).

Completing Your Return

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

Partial refunds may be granted in specific situations at our discretion:

Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
Any item returned more than 30 days after delivery.

Refunds

Once your return is received and inspected, we will send you an email or WhatsApp notification. We will also notify you of the approval or rejection of your refund based on the condition of the item.

If approved, your refund will be processed and a credit will automatically be applied to your original method of payment (M-Pesa or Bank) within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account or Mpesa statement again.

Contact your bank or payment provider; processing times can vary.

Next contact your bank. There is often some processing time before a refund is posted.

If you have done this and still haven’t received your refund, please contact us at goldenzurike@gmail.com.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged upon arrival. If you need to exchange a damaged item for the same product, please email us at goldenzurike@gmail.com and send your item to: Nairobi West.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. If the item wasn’t marked as a gift, the refund will be issued to the original purchaser.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, please mail it to: Nairobi West.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you receive a refund, the cost of the initial shipping will be deducted from your total.

If you are returning items over KSh 3,000, we recommend using a trackable shipping service. We cannot guarantee that we will receive your returned item.