Last updated: 22 October 2026
We want you to be happy with what you order. This page explains how returns, refunds and cancellations work. Nothing here limits your rights under the Consumer Protection Act, 2012.
Physical products (pantry, beauty, herbal wellness)
- If your order arrives damaged, faulty or not what you ordered, tell us within 48 hours of delivery at orders@naturalis.co.ke with your order number and a photo. We will replace the item or refund you.
- You may return unopened, unused items in their original sealed packaging within 7 days of delivery. The cost of returning an item you simply changed your mind about is yours.
- For hygiene and safety, we cannot take back items that have been opened or used, unless they are faulty.
Fresh juices
Fresh juices are made to order and are perishable, so we cannot accept returns. If your juice arrives damaged, wrong or spoiled, contact us on the day of delivery and we will replace it or refund you.
E-books and other downloads
Because a download is delivered to you straight away, we do not refund digital products once the file has been downloaded. If a file is faulty or will not open, contact us and we will fix it or refund you.
Consultations
- You can reschedule or cancel for a full refund up to 24 hours before your session.
- Within 24 hours of the session, or if you do not attend, we cannot refund the fee, but we will gladly offer to reschedule once where we can.
- If we have to cancel, we will offer you a new time or a full refund.
How refunds are paid
Approved refunds go back to the payment method you used, through Pesapal. Allow up to 3 working days for the money to show, depending on your bank or mobile-money provider.
How to ask
Email orders@naturalis.co.ke with your order number and what went wrong. We will reply as soon as we can.