Overview
Our refund and returns policy lasts 7 days. If 7 days have passed since your purchase, we will not offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, with proof of purchase provided.
Several types of goods are exempt from being returned. Perishable goods such as medical items, home use tests, supplements, lubricant, food, flowers, newspapers or magazines cannot be returned. We also do not accept back products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- All health and personal care items
We will refund or exchange for items that you have confirmed for via online purchase or via any of our communication channels such as sms, Social Media Channels, etc.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 7 days after purchase and payment
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your original method of payment again.
Then contact your service provider; it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We do not replace items that are damaged by your choice of courier. We will only replace items that are damaged by our courier/riders. If you need to exchange it for the same item, send us an email at info@thefertilityshoppe.co.ke and send your item to: Unit B15, Unipen Apartments, Hurlingham, Nairobi.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: Unit B15, Unipen Apartments, Hurlingham, Nairobi.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at info@thefertilityshoppe.co.ke for questions related to refunds and returns.
