Last Updated: April 29, 2025

Thank you for shopping with Seamoss Kenya Botanix. We value your satisfaction and strive to provide high-quality herbal products and supplements. This Return and Refund Policy outlines our guidelines for returns, exchanges, and refunds.

1. RETURN ELIGIBILITY

1.1 Timeframe for Returns

You may return most new, unopened items within 14 days of delivery for a full refund of the product price. The return period begins the day you receive your order.

1.2 Product Condition Requirements

To be eligible for a return, your item must be:

  • Unused and in the same condition that you received it

  • In the original packaging with all seals intact

  • Accompanied by the original receipt or proof of purchase

1.3 Non-Returnable Items

Due to health, safety, and hygiene reasons, the following items cannot be returned once opened or used:

  • Herbal supplements and consumable products

  • Personal care items

  • Products with broken seals

  • Products that have been mixed or prepared according to customer specifications

1.4 Damaged or Defective Items

If you receive damaged or defective merchandise, please contact our Customer Service team within 48 hours of delivery. We will arrange for return shipping and send you a replacement or issue a full refund.

2. RETURN PROCESS

2.1 Initiating a Return

To initiate a return:

  1. Contact our Customer Service team at [email protected] or

    +254 721 230 144

  2. Provide your order number, the items you wish to return, and the reason for return

  3. Our team will review your request and issue a Return Authorization Number (RAN)

  4. All returns must have an approved RAN before shipping items back

2.2 Return Shipping

After receiving your RAN:

  1. Pack the items securely in their original packaging if possible

  2. Include your RAN and a copy of your receipt inside the package

  3. Ship the package to our return address:

Seamoss Kenya Botanix Returns
Sonalux House,
Moi Avenue,
7th Floor, Room 11
Kenya

2.3 Return Shipping Costs

  • For standard returns of unopened products, return shipping costs are the responsibility of the customer

  • For damaged or defective items, we will provide a prepaid shipping label or reimburse your shipping costs

  • If an item was sent to you in error, we will cover the return shipping costs

3. REFUNDS

3.1 Processing Timeframe

  • Once we receive your return, we will inspect the item(s) within 3 business days

  • If approved, your refund will be processed within 5-7 business days

  • The time it takes for the refund to appear in your account depends on your payment method and financial institution (typically 5-14 business days)

3.2 Refund Methods

Refunds will be issued to the original payment method used for the purchase:

  • Credit/Debit Card: Refunded to the same card

  • Mobile Money (M-Pesa, etc.): Returned to the same mobile number

  • Bank Transfer: Returned to the originating bank account

  • Cash on Delivery: Refunded via mobile money or bank transfer (your preference)

3.3 Partial Refunds

In some instances, partial refunds may be granted:

  • Items returned beyond the 14-day window but within 30 days (15% restocking fee may apply)

  • Items showing signs of use or with incomplete packaging (assessed on a case-by-case basis)

  • Special order or custom products (assessed on a case-by-case basis)

3.4 Refund Calculation

Your refund will include:

  • The full product price of returned items (minus any applicable restocking fees)

  • Original shipping costs ONLY if the return is due to our error or defective products

  • Taxes paid on returned items as applicable under Kenyan tax law

4. EXCHANGES

4.1 Exchange Process

If you wish to exchange an item for a different variant (size, flavor, etc.):

  1. Follow the same process as returns to initiate an exchange

  2. Specify which alternative item you would like to receive

  3. If there is a price difference, we will either:

    • Charge the additional amount before shipping the new item, or

    • Refund the difference along with processing your exchange

4.2 Exchange Shipping

For exchanges:

  • You are responsible for returning the original item

  • Standard shipping rates will apply for sending the new item

  • If the exchange is due to our error, we will cover all shipping costs

5. LATE OR MISSING REFUNDS

If you haven't received your refund within the timeframe specified:

  1. Check your bank account or credit card statement again

  2. Contact your financial institution as it may take additional time to process

  3. If the refund still hasn't been received after contacting your bank, please contact our Customer Service team

6. SALE ITEMS

Items purchased on sale or during promotions can be returned following the same policy unless specifically marked as "Final Sale" or "Non-Returnable."

7. 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. Once the returned item is received, a gift certificate will be emailed to you.

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 the refund to the gift giver.

8. CUSTOMER SATISFACTION GUARANTEE

For first-time customers trying our products, if you're not completely satisfied with your purchase, please contact our Customer Service team within 30 days of receiving your order. We may offer a one-time courtesy refund or exchange even if the product has been opened, subject to review.

9. CHANGES TO THIS POLICY

We reserve the right to modify this Return and Refund Policy at any time. Changes will become effective immediately upon posting on our website.

10. CONTACT INFORMATION

If you have any questions about our Return and Refund Policy, please contact us:

Seamoss Kenya Botanix
Sonalux House
Moi Avenue
7th Floor, Room 11
Email: [email protected]
Phone:

+254 721 230 144



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