Return Policy
Our commitment to your satisfaction
At Green World Kenya, customer satisfaction is our priority. While we strive to ensure every order meets your expectations, we understand that sometimes returns may be necessary. This policy outlines the conditions and process for returning products purchased from us.
1. Return Eligibility
We want you to be completely satisfied with your purchase. You may return products under the following conditions:
Returns must be initiated within 7 days of delivery
Products must be unopened, unused, and in original packaging
Original receipt or proof of purchase is required
Product must be in the same condition as received
All original tags, labels, and seals must be intact
2. Non-Returnable Items
For health and safety reasons, the following items cannot be returned:
Opened health supplements and nutritional products
Opened personal care and skincare items
Products with broken seals or tampered packaging
Items marked as 'Final Sale' or 'Non-Returnable'
Free promotional items or gifts
Products past their expiry date at time of return request
3. How to Initiate a Return
Follow these steps to return a product:
Contact our customer support within 7 days of receiving your order
Provide your order number and reason for return
Our team will verify eligibility and provide return instructions
Pack the item securely in its original packaging
Drop off at the designated location or schedule a pickup
Keep your return receipt until the refund is processed
4. Return Shipping
Return shipping arrangements depend on the reason for return:
Defective or damaged products: We cover return shipping costs
Wrong item received: We cover return shipping costs
Change of mind: Customer bears return shipping costs
Size/variant exchange: Customer bears shipping for both ways
Free pickup available in Nairobi for orders above KES 10,000
5. Inspection Process
Once we receive your returned item, our quality team will inspect it:
Inspection typically takes 1-3 business days
We verify the product condition and eligibility
You'll be notified of the inspection outcome via email/SMS
Approved returns proceed to refund processing
Rejected returns will be communicated with reasons
6. Damaged or Defective Products
If you receive a damaged or defective product, please:
Contact us within 24 hours of delivery
Do not use or open the product
Take clear photos of the damage and packaging
Share photos via WhatsApp or email with your order number
We'll arrange for immediate replacement or full refund
No return shipping charges for damaged/defective items
7. Wrong Item Received
If you received an incorrect item:
Do not open or use the wrong item
Contact us immediately with your order details
We'll arrange pickup of the wrong item
Your correct item will be dispatched immediately
No additional charges for wrong item corrections
8. Return Timeframes
Important deadlines for returns:
7 days: Standard return window from delivery date
24 hours: Report damaged/defective items
48 hours: Report wrong items received
3-5 business days: Return processing after receipt
5-10 business days: Refund processing after approval
9. Contact for Returns
For all return-related inquiries, please contact our returns department:
Phone: +254 768 407 606
WhatsApp: +254 768 407 606 (fastest response)
Email: support@greenworldke.co.ke
Working Hours: Monday - Saturday, 8:00 AM - 6:00 PM EAT
Need to Make a Return?
If you need to return a product, our customer support team is here to help. Contact us via WhatsApp for the quickest assistance with your return request.
