Returns & Refunds

What is covered

Contact us if the item supplied differs from your confirmed order, arrives damaged, has a broken seal, is expired on arrival or has a defect. Opening an item to discover a defect does not automatically disqualify your request. Do not consume a product if its condition or identity is in doubt.

How to request help

1. Contact afyacart.ke@gmail.com or WhatsApp +254 734 714665 within 14 days of delivery. Where possible, report visible delivery damage or a wrong item within 48 hours so we can investigate promptly; this is a preferred reporting time, not an absolute cutoff. If a defect becomes apparent later, contact us as soon as you discover it; applicable rights are not limited by this request window.
2. Provide your order reference, product name and a description of the issue. Include clear photographs of the product and packaging where possible.
3. Keep the product, packaging and proof of purchase while we review the request.
4. Wait for our return instructions before sending a parcel or visiting our business location on Lantana Road, Westlands, Nairobi. We will confirm the receiving details and arrangements.

Return costs and fees

AfyaNuru covers the agreed return courier cost for eligible wrong, damaged or defective items. We will arrange collection or confirm the return courier instructions before you ship. There is no restocking fee.

Review and resolution

We will review returned items within 3 business days of receipt and explain the available resolution. A replacement depends on availability and your agreement. For an eligible refund, we will issue the refund within 7 business days of receiving the returned item; this period includes inspection. If we confirm that no return is needed, we will issue the refund within 7 business days of approval. For an eligible wrong, damaged or defective order, the refund includes the affected product and original delivery charge attributable to that product. Refunds are issued through M-PESA using confirmed recipient details. Payment-provider processing time may be additional.

For the inspection and refund deadlines above, business days mean Monday to Friday, excluding Kenyan public holidays.

Change of mind

We do not accept returns or exchanges simply because you changed your mind, ordered the wrong item or no longer want the product. This does not prevent you from reporting an incorrect, damaged or defective item supplied by us.

Your rights

This policy does not exclude rights or remedies that cannot lawfully be excluded under applicable Kenyan law.