Returns and Refunds Policy
Last updated: December 2025
At Green World Kenya, your satisfaction is our priority. We want you to be completely happy with your purchase. If for any reason you're not satisfied, our returns and refunds policy is designed to make the process as smooth as possible while ensuring fair treatment for all our customers.
1. Return Eligibility
We accept returns under the following conditions:
Return request made within 7 days of delivery
Product is unopened, unused, and in original packaging
Original receipt or proof of purchase available
Product is in the same condition as received
All tags, labels, and seals are intact
2. Non-Returnable Items
The following items cannot be returned for health and safety reasons:
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
Expired products at time of return
3. Return Process
Follow these steps to return a product:
Contact customer support within 7 days of delivery
Provide order number and reason for return
Await verification and return authorization
Pack item securely in original packaging
Drop off or schedule pickup as instructed
Keep return receipt until refund is processed
4. Refund Eligibility
Refunds are issued under these circumstances:
Product is returned within the 7-day window
Product meets all return conditions
Product received was defective or damaged
Wrong product was delivered
Product significantly differs from description
5. Refund Methods
Refunds are processed to your original payment method:
M-Pesa: Refund within 24-48 hours
Credit/Debit Card: 5-10 business days
PayPal: 3-5 business days
Store Credit: Instant (valid for 12 months)
Cash on Delivery: Refund via M-Pesa
6. Refund Amounts
The refund amount depends on the circumstances:
Full refund: Defective, damaged, or wrong items
Full refund: Unopened items returned within 7 days
Partial refund: Items with minor issues (case by case)
Original shipping costs: Only refunded for our errors
Return shipping: Customer pays unless defective/wrong item
7. Exchange Policy
We offer exchanges under certain conditions:
Exchange request within 7 days of delivery
Product must be unopened and in original packaging
Same product variant/size exchange is free
Different product exchange may require price adjustment
Exchanges subject to availability
8. Damaged or Defective Products
If you receive a damaged or defective item:
Report within 24 hours of delivery
Do not use or open the product
Take clear photos of damage and packaging
Share evidence via WhatsApp or email
We'll arrange replacement or full refund
No return shipping charges for defective items
9. Wrong Item Received
If you receive an incorrect item:
Contact us immediately - do not open the item
We'll arrange pickup of the wrong item
Correct item will be shipped immediately
No additional charges apply
Full refund option also available
10. Processing Times
Important timeframes to note:
Return inspection: 1-3 business days
Refund approval: Within 24 hours of inspection
Refund processing: Depends on payment method (see above)
Exchange shipping: 2-5 business days
11. Contact for Returns & Refunds
Reach our returns team:
Phone: +254 768 407 606
WhatsApp: +254 768 407 606
Email: support@greenworldke.co.ke
Hours: Monday - Saturday, 8:00 AM - 6:00 PM EAT
Need to Request a Return or Refund?
Our customer support team is ready to help you with any return or refund request. Contact us via WhatsApp for the fastest assistance.
