Returns & Refund Policy

You can initiate a return within 15 days after delivery / collection for Eligible reasons or Change of mind:

Eligible reasons – wrong, damaged, defective, incomplete, wrong-size, and counterfeit items can be returned (Ensure items are reported within the shortest time possible to facilitate an easy return process).

“Change of mind”- You can return items if you change your mind but refunds will only be processed if the package seal is still intact and if the product is in no way tampered with.

When returning an item, Ensure all seals, tags and accessories are left intact and item is in its original packaging. If you have created a password on the device you wish to return, please ensure it is removed, otherwise, your return will be invalid. Events and Tickets are not eligible for return.

Get your refund faster when you drop off your return at the nearest Claire Naturals dropoff station.

All card refunds are immediately credited to your Claire Naturals account and you can spend this amount on any shop on Claire Naturals. Please note that you can request a refund back to your card at any time by contacting Claire Naturals via our channels. We will process your request within 48 working hours. Once this is done, It’ll take at least 3-5 days more for the refund to reflect in your card statement

Orders delivered through Kenya Postal Service (only available for Claire Naturals Global items, clearly indicated at checkout when selected delivery method) will not be eligible for return for change of mind.
1.What are the conditions for returning an item?
Requirement for a valid procedure

Proof of purchase (order number, invoice, etc.)
Reason for return has to be valid and return acceptance conditions met (check out below)
Return method
Refund method that you would like and the necessary information associated (bank account number, etc.)
Return form returned with the product
Should there be any item damaged due to our transportation, please contact our customer service within 24 hours for claim purposes. Remember to send back all items including the free promotional items that came with the purchase. If forgotten, the return will not be accepted.

Once your product is retrieved we will perform a quality check. If the quality check determines that the malfunction/damage cannot be resolved by our partners, we will proceed to refund. This will happen within 14 days starting from when your return request was submitted. Note that if the quality check is unsuccessful, you will not be refunded and will be sent back your product.
2.How do I return an item?
For any return request please contact our Customer Service Call Center on +254 00 005 00 00.
3.How much time do I have to return a product to the Claire Naturals Hub?
All items sold on Claire Naturals, under certain conditions, can be returned within a period of 7 days from delivery date. Example: If you received your product on Friday 5th, you have until next Friday 12th to contact our Customer Service.

NOTE: You have 7 days to notify us of your return online or by calling Customer Service, from the day you received your purchase. For defective items, note that you have 7 days to return your product. After this period, we do not accept returns. We advise you to contact the manufacturer if the product has a warranty.
4.How do I send my product back to Claire Naturals?
We will make 3 attempts within 3 working days to pick-up the returning item after you submit the return request. However if we’re unable to get in touch with you, the item will have to be returned at the Claire Naturals hub your own cost.
5.How do I track my return status?
We will keep you updated via email and SMS about the status of your return. For any inquiries contact our Customer Service on +254 71 369 37 66
6.Is my product under warranty?
Kindly contact our customer care on +254 71 369 37 66 for more information.
7.If my returned product is not validated for refund, how do I get informed?
If your return is invalid, then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.

Note that we will make two (2) attempts to return the product to you.
However, after two (2) failed attempts, we will cancel the return process and store the product at our warehouse for up to seven (7) days awaiting your collection.
If you do not collect the product within these seven (7) days, it will be deemed as forfeited and we will dispose of in accordance with the Kenyan law.
8.Do I have to return all products in my order?
No, you do not have to return your entire order. You can return certain product(s).
9.Can I return my items after the timeline to return has expired?
Sorry, returns are not possible after the 7-day return period.
10.What should I do if I want to exchange a product and it is either sold out or not available?
You will have to return your product, within the 7 days after the delivery, and place a new order when it becomes available again.
11.Do I have to return the free gift when I return a product?
Yes, any free gift must be also be returned.
12.I have cancelled the order, how much time will it take to refund my money?
Once we receive your return or the seller notifies us of receipt of return, as the case may be, a refund is issued to the original payment method such as MPESA/Credit Card / Bank Account (in case of pre-paid transactions) or to your MPESA Account (in case of Cash on Delivery). Refund process shall be completed within 7-10 Business Working Days.

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