Refund & Return Policy

You may request cancellation before an order is dispatched or collected by contacting us promptly with the order number. If we can stop fulfilment, we will cancel the affected item and refund money paid. If it has already been dispatched, the return provisions below apply. Any statutory right to cancel an internet agreement remains unaffected.

In addition to statutory rights, we offer a voluntary return or exchange where you notify us within 48 hours after delivery or collection and return the Product promptly after approval. To qualify, the Product must be:

• unopened, unused and untested;
• in a resaleable condition, with the original seal, packaging, accessories and labels intact;
• accompanied by the original receipt, order number or another reliable proof of purchase; and
• returned in accordance with the procedure in section 05.

For safety, hygiene and tamper-protection reasons, we do not accept a voluntary change-of-mind return of perfume that has been opened, unsealed, sprayed, tested or used.

A dislike of the fragrance, its projection or the way it develops on your skin is treated as a change of mind, not a defect. These restrictions do not apply where the Product is faulty, counterfeit, unsafe, incorrectly supplied or materially different from its description.

Contact us as soon as reasonably possible if a Product:

• arrives damaged, leaking or with evidence of tampering;
• is faulty, unsafe or suspected to be counterfeit;
• is not the Product, size, concentration or quantity ordered;
• is materially different from its description or sample representation; or
• otherwise fails to meet a mandatory quality or consumer-protection requirement.

We may ask for photographs, packaging details, the batch code and return of the Product so that we can verify and investigate the issue. We will not reject a valid statutory claim merely because the Product has been opened where opening was reasonably necessary to discover the problem.

After assessment, we will provide the remedy required by law and appropriate to the circumstances. This may include repair where suitable, replacement, refund, or another remedy agreed with you. If the claim is valid, we will bear reasonable return costs or arrange collection.

Subject always to mandatory law, we may decline a return where the problem results from misuse, accidental damage after delivery, improper storage, failure to follow instructions, normal variation in personal scent perception, or ordinary wear. We will explain the reason for any refusal.

1. 01Contact info@feelnzuri.com or +254 794 446 480 and provide your name, order number or proof of purchase, the Product, reason for return and preferred remedy.
2. 02Wait for return instructions. We will confirm whether to return the Product to a named FeelNzuri outlet or through an approved courier.
3. 03Pack the Product securely in its original packaging where available. Perfume must be protected against leakage and transported in accordance with any courier restrictions for alcohol-based fragrances.
4. 04Include or quote the return reference. Do not send cash, bank-card details or original identification documents.
5. 05Retain the return receipt or courier tracking information until the matter is resolved.

A return to the designated FeelNzuri outlet is free. For an approved claim involving a faulty, damaged, counterfeit, unsafe, incorrect or misdescribed Product, we will cover reasonable return costs or arrange collection. For a voluntary change-of-mind return, you are responsible for return transport costs and for safe custody of the Product until we receive it, unless we agree otherwise.

We will inspect the Product and proof of purchase within a reasonable time after receipt. We will tell you whether the return is accepted, whether additional information is reasonably required and which remedy will be provided. An exchange depends on stock availability; you do not have to accept an unsuitable substitute.

• Approved refunds will include the Product price and any other amount required by law.
• A refund will ordinarily be made through the original payment method. Where that is not reasonably possible, we may agree another secure method with you, including M-Pesa or bank transfer.
• We will initiate an approved refund without unreasonable delay and ordinarily within 14 days after approval or the relevant statutory deadline, if earlier. Your bank, card issuer or mobile-money provider may take additional time to credit the amount.
• We do not charge a restocking fee for a valid statutory return. Any deduction for a voluntary return will be limited to actual loss in value caused by handling beyond what was reasonably necessary, where permitted by law and explained to you.

A refund for a gift will normally be made to the original purchaser through the original payment method. A free promotional item supplied with a returned Product must also be returned unopened where reasonably possible; otherwise, we may apply a lawful and reasonable adjustment that was disclosed as part of the promotion.

Gift-wrapping charges are not refundable for a voluntary change-of-mind return once the service has been fully performed, but this does not affect remedies for a defective service.

If you disagree with a return decision, ask us to review it and provide any supporting information. You may also contact the Competition Authority of Kenya, another competent regulator, an alternative dispute-resolution body or a court of competent jurisdiction. Nothing in this Policy excludes rights under Article 46 of the Constitution of Kenya, the Consumer Protection Act or other applicable law.