Return Policy
Our policy on returns and refunds
1. Return Eligibility
Eligible Items
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
Items eligible for return include:
- Unopened health and wellness products
- Products in original packaging
- Items with all accessories and documentation included
- Products that are damaged or defective
Non-Returnable Items
Certain types of items cannot be returned, including:
- Opened or used health products (for hygiene reasons)
- Personal care items that have been opened
- Gift cards
- Downloadable software products
- Some health products that are sealed for safety reasons
- Items marked as non-returnable in the product description
2. Return Timeframe
Standard Returns
You have 30 calendar days from the date of delivery to return an item. After 30 days, we cannot offer you a refund or exchange.
Defective or Damaged Items
If you receive a defective or damaged item, please contact us within 7 days of delivery. We will arrange for a replacement or refund, including return shipping costs.
Important
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
3. Return Process
Initiating a Return
To initiate a return, please follow these steps:
- Contact our customer service team at info@swissvitality.store or call +254 106984581
- Provide your order number and reason for return
- Receive a Return Authorization Number (RAN) and return instructions
- Pack the item securely in its original packaging
- Ship the item to the address provided
Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error. We recommend using a trackable shipping service or purchasing shipping insurance.
Return Address
All returns should be sent to:
Swiss Vitality Returns
Westlands, Nairobi
Kenya
4. Refunds
Refund Processing
Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days.
Refund Methods
Refunds will be issued to the original payment method:
- Credit card purchases: Credit to your card within 10 business days
- Bank transfer: Direct deposit to your account
- M-Pesa: Mobile money transfer
Late or Missing Refunds
If you haven't received your refund within 15 business days, please contact us at info@swissvitality.store.
5. Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us at info@swissvitality.store.
Important Notice
Due to health and safety regulations, we cannot process exchanges for opened health products. All exchanges must be for unopened items in their original packaging.
6. Partial Refunds
In some circumstances, partial refunds may be granted:
- Items returned after 30 days may receive store credit
- Items not in original condition may receive partial refund
- Items with missing parts may receive partial refund
7. Special Circumstances
Seasonal Items
Items purchased during seasonal promotions may have different return policies. These will be clearly stated at the time of purchase.
Final Sale Items
Certain items marked as "Final Sale" or "Clearance" are not eligible for return or exchange unless defective.
Gift Items
Gift items purchased with a gift card or gift certificate will be refunded as store credit.
8. Return Conditions
Product Condition
To receive a full refund, items must be:
- In new, unused condition
- In original packaging
- With all accessories and documentation
- Not expired or nearing expiration
Hygiene Standards
For health and safety reasons, opened personal care items, supplements, and similar products cannot be returned unless defective.
9. Contact Information
If you have any questions about our return policy or need to initiate a return, please contact us:
Email: info@swissvitality.store
Phone: +254 106984581
Hours: Monday - Friday, 9:00 AM - 6:00 PM EAT
Address: Westlands, Nairobi, Kenya
10. Policy Updates
We may update this return policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. We encourage you to review this policy periodically for any changes.