Delivery, Returns & Refunds

Delivery

We deliver across Kenya. Your delivery fee depends on your area and is shown at checkout before you pay. Delivery is free on orders of KES 5,000 or more.

• ·Nairobi: often the same day where available.
• ·Rest of Kenya: dispatched the next working day, usually with you in 2 to 4 working days.
• ·Pay by M-Pesa or card at checkout, or pay the rider on delivery.

Returns

Because our products are skincare and body care, all sales are final once delivered and we cannot accept returns for a change of mind. We will always put it right if something is wrong with your order.

We replace or refund an item if you tell us within 48 hours of delivery that it:

• ·arrived damaged or leaking;
• ·is not the item you ordered; or
• ·is defective or spoiled (please keep the product, with most of it still remaining, so we can check it).

What we cannot take back

• ·Change-of-mind purchases.
• ·Opened or partly used products, unless they are defective.
• ·Products damaged after they were delivered.

How to report a problem

Within 48 hours of delivery, email hello@rianaturals.com or call or WhatsApp +254 728 517 551 with your order number and a photo of the item and its packaging. If we need the item back, we arrange collection at no cost to you.

Cancelling an order

• ·Within 10 minutes of placing your order: full refund.
• ·After 10 minutes, or once the order has been handed to the rider: a 10% cancellation fee is deducted from your refund.
• ·If the order is already on its way to you, the delivery fee is also not refunded.

Refunds

Once we have checked the item, refunds are made within 5 to 10 working days, to the M-Pesa number or card you paid with. Orders paid on delivery are refunded by M-Pesa.