Thank you for shopping at Swisderm Kenya (swisdermkenya.com). We strive to provide you with high-quality medicinal products and excellent customer service. Please review our return and refund policy outlined below.
- To be eligible for a return, the item must be unused, in the same condition as when you received it, and in its original packaging.
- Any customized or personalized products may not be eligible for return unless there is a defect or error on our part.
- To initiate a return, please contact our customer support team within 3 days from the date of purchase.
- Our customer support team will guide you through the return process and provide you with the necessary instructions and return shipping address.
- Please ensure that the item is securely packaged to prevent damage during transit.
- You are responsible for the return shipping costs, unless the return is due to an error on our part or a defective product.
1.3 Inspection and Refunds:
- Once we receive the returned item, our team will inspect it to ensure it meets the eligibility criteria mentioned above.
- If the return is approved, we will initiate a refund to your original payment method, minus a 30% fee on the total paid amount.
- Please note that it may take up to 10 working days for the refund, minus the applicable fee, to be processed and for the amount to reflect in your account.
2.1 Non-Returnable Items: The following items are not eligible for refund:
2.2 Partial Refunds: In certain cases, we may offer partial refunds, including but not limited to:
- Items that are damaged or not in their original condition.
- Items with missing parts not due to our error.
- Items that are returned beyond the specified return period.
2.3 Refunds for Sale or Promotional Items:
- Sale or promotional items may be refunded at the discounted price.
- If a promotional item was part of a bundled purchase (e.g., “Buy 2, Get 1 Free”), all items must be returned to receive a refund. If only a portion of the bundled items is returned, the refund amount will be adjusted accordingly.
We currently do not offer direct exchanges. If you wish to exchange an item, please initiate a return as per the instructions provided above and place a new order for the desired item separately.
4. Contact Us
If you have any questions or need further assistance regarding our return and refund policy, please contact our customer support team at +254745201161.