At Kate wellness, we are committed to providing our customers with high-quality nutritional supplements. If you’re not completely satisfied with your purchase, we offer the following return policy to ensure a hassle-free experience.
1. Return Eligibility
• Timeframe: Returns must be made within 24 hours of receiving the product.
• Condition of Product: Items must be returned unused, unopened, and in their original
packaging. Supplements that have been opened or used are not eligible for return due to safety and hygiene concerns.
• Proof of Purchase: A valid receipt or order number is required to process the return.
2. Non-Returnable Items The following products are non-returnable:
• Opened or partially used nutritional supplements
• Clearance or discounted items
• Gift cards
• Digital products, e.g., downloadable materials or subscription services
3. Process for Returns
• Step 1: Contact our Customer Support Team at info@katewellness .co.ke within 30 days of purchase. Provide your order number, the product(s) you wish to return, and the reason for the return.
• Step 2: Upon approval, you will receive instructions on how to return the item(s). This may involve shipping the item(s) back to our returns center.
• Step 3: Ship the item(s) back using a trackable shipping method to ensure safe delivery.
Return shipping costs are the responsibility of the customer unless the product was damaged or defective upon receipt.
4. Refunds and Exchanges
• Refunds: Once your return is processed and inspected, a refund will be issued to your original payment method. Please allow 5-7 business days for the refund to reflect in your account.
• Exchanges: If you wish to exchange an item for a different product, please contact our customer service team to facilitate the exchange. Exchanges are subject to product availability.
5. Damaged or Defective Products
If your product arrives damaged or defective, please contact us within 24 hours of receiving your order with photographic evidence of the damage or defect. We will offer a full refund or exchange at no extra cost to you.
6. Special Conditions for Health & Safety
Due to the nature of dietary supplements, returns may not be accepted if the product has been opened or tampered with, even if the seal is intact. We prioritize customer safety and quality assurance in our returns process.
7. Final Sale Items
All final sale items, including clearance or heavily discounted supplements, are not eligible for return or refund.
8. International Orders
For international customers, please note that the return shipping costs are the responsibility of the customer. Refunds will only be issued once the item has been received and inspected.
9. Customer Support
For any questions or clarifications regarding our return policy, please feel free to reach out to our customer support team:
• Email: info@katewellness.co.ke
• Phone: +254 715 480515
• Website: www.katewellness.co.ke
We value your satisfaction and are committed to ensuring you have a positive experience with Kate Wellness