Last Updated: 23 August 2026
At Elaki Organics, we want you to be satisfied with your purchase. This Return & Refund Policy explains when products can be returned, exchanged or refunded.
This policy applies to purchases made within Kenya.
1. Return Period
Customers may request a return within 3 days of receiving their order.
Return requests made after the 3-day return window may not be accepted.
2. Products Eligible for Return
We accept returns for:
- Defective products
- Non-defective products, provided they meet the return conditions below
To be eligible for a return, the product must be:
- New and unused
- In its original condition
- In its original packaging, where applicable
- Accompanied by proof of purchase or order details
For hygiene, health and safety reasons, products that have been opened, used, altered or damaged after delivery may not be eligible for return.
3. Defective Products
If you receive a defective, damaged or incorrect product, please contact us as soon as possible after receiving your order.
We may request photographs, videos or other information to help us assess the issue.
Where a product is confirmed to be defective, we may offer a replacement, exchange or refund, depending on the circumstances and availability of the product.
4. Non-Defective Returns
We accept returns of non-defective products within 3 days of delivery, provided that the product is new, unused and in its original condition and packaging.
Products that have been opened or used may not be accepted for return.
5. Exchanges
Exchanges are accepted.
Customers may request an exchange within the applicable 3-day return window, provided that the product meets the return conditions.
Exchanges are subject to product availability.
If the requested replacement product has a different price, the applicable price difference may need to be paid or refunded.
6. How to Return a Product
Eligible products can be returned through either of the following options:
In-Store Return
Customers may return eligible products directly to our physical location:
Elaki Organics
JKUAT Towers, Nairobi CBD
Mezzanine, M10
Along Kenyatta Avenue
Nairobi, Kenya
Drop-Off Return
Where applicable, customers may return the product through an approved drop-off location.
Please contact us before returning an item so that we can provide the necessary return instructions.
7. Return Shipping
Customers should contact us before sending a product back.
For defective, damaged or incorrect products, Elaki Organics will determine the appropriate return arrangements.
For non-defective returns, the customer may be responsible for any applicable transportation or delivery costs associated with returning the product.
8. Restocking Fee
There is no restocking fee for eligible returns.
9. Refunds
Once we receive and inspect the returned product, we will determine whether it qualifies for a refund.
Approved refunds will be processed within 7 days.
Refunds will be issued in Kenyan Shillings (KES).
The time it takes for the refunded amount to appear in your account may also depend on the payment provider or financial institution used for the original payment.
10. Refund Eligibility
A refund may be issued where:
- The returned product meets the conditions of this policy
- The return was requested within the applicable 3-day return window
- The product has been inspected and approved for return
- A refund is the agreed resolution rather than an exchange or replacement
Products that do not meet the return conditions may be rejected and returned to the customer.
11. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
Once an order has been processed, dispatched or delivered to a courier, cancellation may no longer be possible and the order may need to be handled under this Return & Refund Policy.
12. Contact Us
For return, exchange or refund requests, please contact Elaki Organics:
Phone: 0700230038 / 0790009333
Email: info@elikaorganics.com
Physical Address:
JKUAT Towers, Nairobi CBD
Mezzanine, M10
Along Kenyatta Avenue
Nairobi, Kenya