Return and Refund Policy

Returns Policy

We offer returns, exchanges, and refunds in line with our terms and conditions.

Requests must be made within 3 days of receiving the product. To qualify for a return, the item must be unused, in its original condition, and in the same packaging as when it was delivered.

Eligibility for a return

We accept returns and refunds under the following scenarios:

1. Wrong item delivered: If you receive the wrong product, we will replace it at no cost to you. Orewa Limited covers all shipping costs in this case.
2. Item damaged on arrival: If your product arrives damaged, contact us within 48 hours of delivery with photos of the item and packaging. We will arrange a replacement or full refund at no cost to you.
3. Order never arrived: If your order has not reached you within the expected delivery time, contact us and we will investigate with the courier. If it cannot be located, we will send a replacement or issue a full refund.
4. Change of mind: You may request a return within 3 days of delivery if you no longer need the item. The item must be unused, unopened, and in its original packaging. Return shipping costs for change-of-mind returns are the customer’s responsibility.

To request a return, email us at support@orewa.co.ke, or call/WhatsApp us on +254118926934, with your reason for returning the item and include proof of purchase. If your request is approved, you will receive further instructions, including the return address. Return shipping costs are the responsibility of the customer except when a wrong item is delivered.

Exclusions

1. Damaged products: We do not accept returns of products damaged after delivery. However, Orewa Limited is liable for products that arrive damaged, or that are damaged in transit when delivered by an Orewa Limited rider — these are covered under ‘Item damaged on arrival’ above.
2. Opened or used products: Due to the nature of beauty and health products, we cannot accept returns of products that have been opened or used, except where the item was damaged on arrival or the wrong item was sent.
3. Refund timing on returns: For approved returns, refunds are issued once we receive the returned item. We recommend using a tracked return service, as we can only process a refund for items we receive.

Return Period

To qualify for a return, you must contact us within 3 days of receiving the product.

How to Request for a Return

To request for a return, simply email us your order details at support@orewa.co.ke including the reason you’re requesting for a return or call/WhatsApp on +254118926934. If you qualify for a return, we will send you an email on how to return the product to our store. 

Restocking Fee

We don’t charge a restocking fee.

Refunds

We allow for refunds on returned goods. Once we have confirmed the returned product, the refund will be processed within 5 days. Refunds will be made to the original payment method used by the customer unless the customer requests a different payment option.

Contact Us

Email: support@orewa.co.ke

Phone: +254118926934 

Location: M45, Woodvale Centre, Woodvale Groove, Westlands