Return Policy

Last Updated: 1 October 2026

At Kipwell, we want you to be satisfied with every purchase. If there is a problem with your order, please contact us and we will assist you in accordance with this Return, Refund & Exchange Policy and applicable Kenyan consumer protection laws.

1. Return Period

Eligible products may be returned within 7 calendar days from the date of delivery or collection.

To qualify for a change-of-mind return, the product must:

• Be unused and unopened;

• Be in its original packaging;

• Have all seals, labels, accessories and documentation intact;

• Be in a condition suitable for resale; and

• Be accompanied by the original receipt, order confirmation or other acceptable proof of purchase.

Kipwell reserves the right to inspect returned products before approving a refund or exchange.

2. Products That Cannot Be Returned for Change of Mind

For health, hygiene and safety reasons, the following products cannot be returned or exchanged once opened, used or their safety seal has been broken:

• Vitamins, supplements and nutritional products;

• Protein powders, sports nutrition and energy products;

• Food, beverages, energy gels, bars and other consumables;

• Herbal and organic ingestible products;

• Skincare, cosmetics and beauty products;

• Haircare and personal-care products;

• Oils, creams, soaps and similar personal-use products;

• Products marked as clearance, final sale or non-returnable at the time of purchase.

This exclusion does not affect your rights where a product is defective, damaged, expired, unsafe, incorrectly supplied or otherwise does not comply with applicable consumer protection requirements.

3. Damaged, Defective or Incorrect Products

If you receive a product that is:

• Damaged during delivery;

• Defective;

• Expired;

• Incorrectly supplied;

• Missing an item or component;

• Different from the product you ordered; or

• Not reasonably fit for its intended purpose,

please contact Kipwell as soon as reasonably possible after receiving the order.

Where appropriate, we may request photographs or videos of the product, packaging and delivery label to help us assess the issue.

After verification, Kipwell may provide an appropriate remedy, including:

• Replacement of the product;

• Exchange for an equivalent product;

• Repair, where appropriate; or

• Full or partial refund.

The remedy provided will depend on the circumstances and applicable consumer protection law.

4. Health Monitoring Devices and Electronic Products

Health monitoring devices and other electronic products must be returned with their original packaging, accessories, manuals and components.

For a change-of-mind return, the product must not have been used or activated.

Where a device develops a fault, the product may be inspected to determine whether the issue is covered by the manufacturer's warranty, supplier warranty or applicable consumer protection rights.

Damage caused by misuse, accidental damage, unauthorised repairs, improper installation or failure to follow the manufacturer's instructions may not qualify as a product defect.

5. How to Request a Return

To request a return or exchange, contact Kipwell with:

• Your full name;

• Order number or receipt number;

• Product being returned;

• Reason for the return;

• Date of purchase; and

• Photos or videos where the product is damaged, defective or incorrectly supplied.

You can contact us through:

Email: sales@kipwell.co.ke
Phone: +254 702 365000 / +254 782 365000

You may also use the Contact Us form on the Kipwell website.

Please do not send or deliver a return before receiving return instructions from Kipwell.

6. Returning Products to Our Stores

Once a return has been approved, eligible products may be returned to a designated Kipwell location, including:

CBD Location
Maendeleo House, 9th Floor
Utalii Street, Nairobi

Upper Hill Location
Cassia Court, Block A
Kiambere Road, Nairobi

Please contact us before visiting to confirm the appropriate return location.

7. Return Delivery Costs

Where a return is due to a product being defective, damaged, expired or incorrectly supplied by Kipwell, Kipwell will bear reasonable return or replacement delivery costs where applicable.

For approved change-of-mind returns, the customer is responsible for the cost of returning the product.

Original delivery charges are generally non-refundable for change-of-mind returns.

8. Refunds

Once we receive and inspect your returned product, we will notify you whether the refund has been approved.

Approved refunds will normally be processed within 7–14 business days.

Refunds will normally be made using the original payment method where practicable. Processing times may vary depending on the bank, payment provider or mobile money service.

Where only part of an order is returned, the refund will apply only to the approved returned item(s).

9. Exchanges

Approved products may be exchanged for another product of equal value, subject to stock availability.

Where the replacement product costs more, the customer will be required to pay the difference.

Where the replacement product costs less, any applicable balance will be handled in accordance with the agreed refund method.

10. Promotions, Bundles and Free Gifts

Where a product was purchased as part of a bundle, promotion or special offer, all items forming part of the offer may need to be returned before a full refund can be processed.

Any free gifts supplied as part of a promotion must also be returned unused and in their original condition where a full refund of the qualifying purchase is requested.

11. Order Cancellations

If you wish to cancel an order, contact us as soon as possible.

Where the order has not yet been dispatched, we will make reasonable efforts to cancel it and process any applicable refund.

If the order has already been dispatched, it may need to be handled as a return after delivery.

12. Refused or Failed Deliveries

Customers are responsible for providing accurate delivery information and ensuring that they or an authorised person are available to receive the order.

Additional delivery charges may apply where an order has to be re-delivered because of incorrect delivery information or an unsuccessful delivery attempt attributable to the customer.

13. Proof of Purchase

Kipwell may require reasonable proof of purchase before processing a return, exchange or refund. Acceptable proof may include:

• Kipwell receipt;

• Online order confirmation;

• Invoice;

• Payment confirmation; or

• Other information that allows us to verify the transaction.

14. Consumer Rights

Nothing in this policy is intended to exclude, restrict or limit any rights or remedies available to consumers under the Constitution of Kenya, the Competition Act, the Consumer Protection Act or any other applicable Kenyan law.

Where a product is defective, unsafe, unsuitable for a disclosed purpose or materially different from its description, applicable statutory consumer rights will take precedence over any inconsistent provision of this policy.

15. Policy Abuse

Kipwell reserves the right to reject fraudulent or abusive return requests, including returns involving:

• Products not purchased from Kipwell;

• Deliberately damaged or altered products;

• Falsified receipts or transaction information;

• Substitution of products; or

• Repeated misuse of the returns process.

This provision does not limit legitimate consumer rights.

16. Changes to This Policy

Kipwell may update this Return, Refund & Exchange Policy from time to time.

Any changes will apply to purchases made after the updated policy is published, except where otherwise required by law.

17. Contact Us

For questions regarding returns, refunds or exchanges, contact:

Kipwell
Email: sales@kipwell.co.ke
Phone: +254 702 365000 / +254 782 365000
Website: kipwell.shop