Refund Policy
At Umai Natural, we take immense pride in the quality and purity of our East African healing herbs, oils, and superfoods. We want you to be completely satisfied with your purchase. Please read our refund policy carefully outlining the conditions under which refunds are provided.
1. Eligibility for Refunds
We accept refund requests under the following conditions:
- Defective or Damaged Products: If you receive items that are damaged during transit or contain physical defects upon arrival.
- Incorrect Items Received: If the product delivered does not match the item you ordered.
- Expired Products: If you receive a perishable item that has passed its expiration date at the time of delivery.
2. Non-Refundable Items
Due to the consumable nature of our products and strict health and safety standards, the following items are strictly non-refundable once opened or used:
- Opened herbal teas, powders, and superfoods.
- Used traditional oils or personal care products.
- Products purchased during special promotional sales or clearance events.
- Items returned more than 7 days after the delivery date.
3. The Refund Process
To initiate a refund, please follow these steps:
- Contact Support: Email our support team at support@umainatural.com within 7 days of receiving your order with your order number and photographic evidence of the issue.
- Approval: Our team will review your request. If approved, we will provide instructions on how to return the item (if applicable).
- Return Shipping: Customers are responsible for the return shipping costs unless the return is due to an error on our part (e.g., damaged or incorrect item).
- Processing: Once we receive and inspect the returned item, we will notify you and process the refund to your original payment method via M-Pesa or bank transfer. Please allow up to 5-10 business days for the funds to reflect in your account.
4. Order Cancellations
If you wish to cancel an order, please do so within 12 hours of placement. If the order has not yet been processed or dispatched, we will cancel it and issue a full refund. Orders that have already been handed over to our delivery partners cannot be canceled and must be processed as a standard return.
5. Contact Us
If you have any further questions or concerns regarding our refund policy, please reach out to us:
Email: support@umainatural.com
Phone / WhatsApp: +254 113 801 118