Refund policy
Starsam Naturals Return and Refund Policy
Applicable Countries
This policy applies to purchases made in Kenya.
For the full refund policy, please visit: https://starsamnaturals.com/policies/refund-policy.
Returns
We accept returns for both defective and non-defective products.
- Return Window: Returns must be requested and initiated within 14 days of receiving the product.
- Product Condition: Items must be returned in either new or slightly used condition. Original packaging and proof of purchase are required.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@starsamnaturals.com. Please note that returns will need to be sent to the following address: Kenya, Nairobi, Dubois Rd ,Dubois beauty center 2nd floor, shop F39
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Exchanges
Exchanges are accepted. To process an exchange, please initiate a return for the item you have and place a new order for the desired item.
Return Methods and Fees
You can return items via any of the following methods:
- In-store
- By mail
- At a drop-off location
Return Shipping: Customers are responsible for return shipping costs and must arrange for a shipping label.
Restocking Fee: A 6% restocking fee will apply to all returned items.
You can always contact us for any return question at sales@starsamnaturals.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Refunds
- Refunds are processed within 10 business days of receiving and inspecting the returned item.
- Refunds will be issued to the original payment method.
- If you haven’t received your refund within 15 days after approval, please contact us at sales@starsamnaturals.com. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@starsamnaturals.com.