Delivery, refund & return policy

Delivery policy

We offer free delivery for all on-line orders, all over Kenya. If you live in Nairobi, we deliver the same day through our riders. If you live outside Nairobi, we send your order through G4S, Guardian or Easy Coach. G4S takes 1 day to deliver to Mombasa, as an example, and Easy Coach takes 1 day to deliver orders to Eldoret. If you order from outside of Kenya, please contact us!

Return and refund policy

In case of a wrong delivery, please call or email us within 24 hours from time of delivery on +254 711 606060, +254 711 291972. Please do not open or tamper with a wrongly delivered product.

For exchange of goods, please call us within 72 hours from the time of delivery on the contacts above.

Goods for exchange should not be opened or tampered with, otherwise they shall not be accepted back.

Goods that have been damaged due to conditions beyond our control, such as improper storage or handling, heat, stored under improper conditions or exposed to fire, smoke or water shall not be accepted back.

The original Invoice must be produced during exchange.

Delivery of goods for exchange will be done within 7 days from the time of picking the original goods.

In case the original goods cannot be exchanged, please note that we do not give cash refunds. We instead do a mobile-money or credit/debit card refund depending on mode of purchase used. This is done within 24 hours. This allows you to re-order the item that you required.

For wrongly delivered products, transport charges do not apply during pick-up and second delivery. However, for wrongly ordered products, transport charges apply during pick-up and second delivery.

Please note that Exuviance® Professional Kenya management has a right to inspect and approve or disapprove a product for exchange. Exuviance® Professional Kenya management’s decision is final.

Need help?

Contact us for questions related to delivery, refunds and returns.