Returns & Refunds Policy
EUROFIT HEALTH & BEAUTY LTD
Effective Date: 18 June 2026
Last Updated: 18 June 2026
We want you to be happy with every order. This policy explains when you can return a product, how to do it, and how refunds and exchanges work. It applies to all purchases made through our website and forms part of our Terms of Service. Your statutory rights as a consumer under the Consumer Protection Act, 2012 are not affected by anything in this policy.
1. Overview
You may return eligible products within 14 days of delivery. Because we sell health, nutrition, and beauty products, some items cannot be returned for hygiene and safety reasons once opened — please read the eligibility and exclusions below before requesting a return.
If a product arrives defective, damaged, incorrect, or already expired, you are covered regardless of these general rules — see Section 4.
2. Return Window
- You have 14 days from the date of delivery to request a standard return.
- Requests made after 14 days may not be accepted, except where the product is defective or the law provides otherwise.
- For defective, damaged, incorrect, or expired-on-arrival products, you must report the issue within 24 hours of delivery (see Section 4).
3. What You Can Return (Eligibility)
To be eligible for a standard return, all of the following must be true:
- The return is requested within 14 days of delivery.
- The product is unopened, unused, and in its original, undamaged packaging.
- All safety seals are intact.
- You can provide proof of purchase (your order number or confirmation).
- You tell us the reason for the return.
4. Defective, Damaged, Incorrect, or Expired-on-Arrival Products
If your product is faulty, damaged in transit, the wrong item, or delivered already expired or past its use-by date, you are entitled to a remedy even if the item has been opened.
- Report it within 24 hours of delivery by emailing [email protected].
- Include your order number and, where possible, clear photographs of the product, packaging, and any damage or expiry date.
- We will offer you a replacement, an exchange, or a full refund, including any delivery and return shipping costs for that item.
5. What Cannot Be Returned (Exclusions)
For health, safety, and hygiene reasons, the following cannot be returned, exchanged, or refunded unless they are defective, damaged, incorrect, or expired on arrival:
- Opened, used, or partially consumed products.
- Products with broken, removed, or tampered safety seals.
- Pre-order items — these are sourced from our distributor specifically for you and are not held in our general stock. Once your order is confirmed and we have committed to sourcing the product, pre-order items cannot be returned or exchanged. By placing a pre-order, you accept that you are giving up the standard 14-day return option for those items (your protection for defective, damaged, or expired-on-arrival pre-order items still applies).
- Products bought on promotion, clearance, or at a discount.
- Custom or specially-ordered products.
6. Expiry and Shelf Life
Every product is delivered with a reasonable remaining shelf life. Once a product has been delivered to you in date:
- You are responsible for using it before its expiry or use-by date.
- You are responsible for storing it correctly, following the instructions on the label.
We cannot accept returns or refunds for products that expired while in your possession after being delivered in date, or that have deteriorated because of incorrect storage or handling after delivery.
This does not affect your rights if a product is delivered already expired, past its use-by date, or with an unreasonably short remaining shelf life — in those cases, Section 4 applies and you should report it within 24 hours of delivery.
7. How to Return a Product
- Contact us. Email [email protected] with your order number and the reason for the return.
- Wait for authorisation. We will review your request and, if eligible, send you return instructions and the return address. Please do not ship anything back before we authorise it.
- Send the product. Return it as instructed, in its original condition and packaging. Keep your shipping receipt as proof of postage.
- Inspection. Once we receive the product, we inspect it to confirm it meets the return conditions.
- Outcome. We process your refund or exchange after inspection.
8. Return Shipping Costs
- If the return is due to our error (wrong, defective, damaged, or expired-on-arrival item), we cover the return shipping cost.
- If you are returning a product for any other reason (for example, you changed your mind), you pay the return shipping cost.
- We recommend using a trackable shipping method. We are not responsible for returned products that are lost or damaged in transit back to us.
9. Refunds
- Approved refunds are issued to your original payment method through Paystack.
- We process eligible refunds within 10 working days of receiving and verifying the returned product.
- The time it takes for the refund to appear in your account depends on your bank or payment provider.
- Refunds exclude any return shipping costs you paid, unless the return was due to our error or a defect.
- If your refund is delayed beyond the expected time, contact us at [email protected] and we will help.
10. Exchanges
- You may request an exchange for a different size, flavour, or product within 14 days of delivery, subject to availability and the original item being unopened and unused.
- Pre-order items are not eligible for exchange unless they are defective, damaged, incorrect, or expired on arrival.
- If there is a price difference, we will charge or refund the difference accordingly.
11. Order Cancellations
- You may cancel an order before payment is processed at no cost.
- Once payment has been made and the order accepted, cancellation is treated under this policy.
- Pre-order items may not be cancellable once we have committed to sourcing the product from our distributor. If you wish to cancel a pre-order, contact us as soon as possible and we will advise your options.
For any return, refund, or exchange request, or if you have questions about this policy, please contact us:
- Email: [email protected]
- Phone: +254 110 990 666
- Address: Sixth Street Tower, Sixth Street, Eastleigh, Starehe, Nairobi, P.O. Box 8047–00610, Kenya