Refund policy

Return window:

  • Change of mind: within 2 days of delivery, unopened only with all tamper seals intact.
  • Wrong, damaged, or defective items: report within 2 days of delivery; we repair, replace, or refund as required.
  • For safety and quality control, opened or used supplements are not returnable unless we shipped the wrong item or the product is defective.

What’s eligible

  • Unopened products in original packaging with tamper-evident seal intact
  • Proof of purchase (order number or receipt)
  • Returned within the timelines above
  • Not eligible: opened/used supplements, items marked final sale, gift cards, free gifts or samples.

How to start a return

Email dickson@kavakenya.co.ke with:

  • Order number
  • Item(s) you want to return
  • Reason (change of mind, damaged, defective, wrong item)

Return address:

Kava Kenya
Ruhan Plaza  
Kahawa Sukari
Phone: +254 702 251255

Return shipping and pickup

  • Our error (wrong/damaged/defective): we cover return shipping or arrange pickup.
  • Change of mind: customer covers return shipping. We are not responsible for returns lost in transit.

Exchanges

Fastest method: return the eligible item  for a refund and place a new order. If stock allows, we can convert an approved return into a like-for-like exchange.

Refunds (M-Pesa, cards, bank)

  • Refunds go back to your original payment method (M-Pesa STK, card, or bank).
  • After we receive and inspect the return, approved refunds are issued within 7–10 business days. Your bank or card processor may take extra time to post the funds.
  • If it has been more than 15 business days since your refund approval, email dickson@kavakenya.co.ke.

Defective, damaged, or wrong items

Email us within 2 days of delivery with photos or a short video and a description of the issue. We will replace, repair, or refund, including your shipping costs where applicable.

Recalls and safety notices

If a product you purchased is subject to a manufacturer or safety recall, we will follow the recall instructions and refund or replace as directed, even if opened.

Need help?

  • Email: dickson@kavakenya.co.ke
  • Phone/WhatsApp: +254 702 251255
  • Hours: Mon–Fri, 9:00–17:00 (EAT)
    Please include your order number in all messages.