Returns & Refunds Policy

At Green World Health Solutions, customer satisfaction is important to us. This policy explains when products can be returned, how to request a return or replacement, and how refunds are processed.

1. Return Eligibility

You may request a return within 7 days of delivery if:

• The product is unused and unopened.
• The product remains in its original, sealed packaging.
• The product is returned in the condition in which it was received.
• You provide your order number or proof of purchase.

For health, hygiene and safety reasons, opened, used or tampered-with consumable products cannot be returned or exchanged, unless the product is faulty, damaged, or incorrectly supplied.

2. Damaged, Faulty or Incorrect Products

If you receive a product that is:

• Damaged during delivery
• Faulty or defective
• Different from the product you ordered
• Missing from your order

please contact us as soon as possible.

Where the issue is confirmed, we will arrange an appropriate replacement, exchange or refund.

For confirmed faulty, damaged or incorrectly supplied products, Green World Health Solutions will cover the applicable return or replacement costs.

3. How to Request a Return

To request a return:

1. Contact our customer service team within 7 days of receiving your order.
2. Provide your order number and details of the reason for the return.
3. Where applicable, provide clear photographs showing damage, defects or the incorrect product received.
4. Wait for our team to review and approve the return.
5. Follow the return instructions provided by our customer service team.

Please do not send a product back before contacting us and receiving return instructions.

4. Return Inspection

Once we receive the returned product, our team will inspect it to confirm that it meets the applicable return requirements.

The inspection process normally takes 1–2 business days after the returned item is received.

Once the return has been approved, we will proceed with the applicable replacement or refund.

5. Refund Processing Time

Approved refunds are normally processed within 3–5 business days after the return has been inspected and approved.

The time for the funds to appear in your account may vary depending on the payment provider or financial institution.

We will provide confirmation once the refund has been processed.

6. Payment Methods & Refunds

M-Pesa

For orders originally paid through M-Pesa, approved refunds will generally be sent through M-Pesa.

Bank Transfer

For orders paid by bank transfer, approved refunds will generally be processed through bank transfer.

Cash on Delivery

For Cash on Delivery orders, approved refunds will generally be processed through M-Pesa. We may request the customer’s M-Pesa number or other information necessary to process the refund.

7. Products That Cannot Be Returned

Unless a product is faulty, damaged or incorrectly supplied, we generally cannot accept returns for:

• Opened or used consumable products
• Products with broken or removed seals
• Products that have been tampered with
• Products returned after the 7-day return period
• Products damaged after delivery due to improper handling or storage
• Products that are missing their original packaging where the packaging is necessary for identification or safe handling

8. Exchanges and Replacements

Where an eligible product is damaged, faulty or incorrectly supplied, we may provide a replacement where the same product is available.

If the same product is unavailable, we may offer an alternative resolution, including a refund where appropriate.

9. Return Delivery Costs

For approved returns caused by a faulty, damaged or incorrectly supplied product, Green World Health Solutions will cover the applicable return or replacement delivery costs.

For other eligible returns, the customer may be responsible for the applicable return delivery costs.

Our customer service team will confirm the applicable arrangements before the product is returned.

10. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible after placing the order.

We will make reasonable efforts to accommodate cancellation requests before an order has been dispatched.

Once an order has been dispatched, the normal returns process may apply.

11. Product Information

Customers are encouraged to review product descriptions, ingredients, directions and warnings before purchasing.

For health and wellness products, always follow the instructions provided on the current product packaging.

If you have questions about whether a product is appropriate for you, consult an appropriately qualified healthcare professional.

12. Contact Us

For returns, refunds, replacements or order-related enquiries, please contact us:

Green World Health Solutions
Phone: 0723 579 873
Email: info@greenworldhealth.co.ke
Location: Development House, 11th Floor, Room 7, Nairobi, Kenya

Customer Service Hours: Monday – Saturday, 8:30 AM – 6:00 PM