Returns & Refunds Policy

1. Introduction

At Allezar Skincare, we value customer satisfaction, product quality and product integrity.

Our Returns & Refunds Policy explains the conditions under which customers may request returns, exchanges, replacements or refunds.

This policy operates alongside the applicable consumer protection laws of Kenya.

2. Change-of-Mind Returns

Customers may submit a change-of-mind return request within:

48 HOURS FROM THE TIME OF DELIVERY.

To qualify, products must:

• Be unopened.
• Be unused.
• Remain in their original sealed packaging.
• Have intact labels and seals.
• Be returned in their original condition.
• Be accompanied by proof of purchase.

Products showing signs of use, tampering or broken seals will generally not qualify for voluntary change-of-mind returns.

The customer must contact Allezar within the 48-hour window to initiate the request.

This voluntary policy does not restrict any statutory cancellation or consumer rights that may apply under Kenyan law.

3. Incorrect Products Delivered

If a customer receives a product different from the one ordered, the customer should contact Allezar immediately.

Please provide:

• Order reference.
• Description of the incorrect product.
• Supporting photographs where available.

Allezar will investigate and arrange an appropriate resolution.

Where the error is attributable to Allezar, reasonable return delivery costs will be covered by Allezar.

4. Damaged or Defective Products

Customers should report damaged or defective products as soon as reasonably possible after receiving the order.

Supporting photographs, order references and relevant information should be provided.

Allezar will assess the complaint and arrange an appropriate remedy in accordance with applicable consumer protection requirements.

Depending on the circumstances and legal requirements, the remedy may include:

• Replacement.
• Repair where appropriate.
• Refund.
• Other legally applicable remedies.

5. Product Hygiene and Safety

Because skincare products are personal-care items, product integrity and hygiene are important.

Opened, used or tampered-with products will generally not qualify for voluntary change-of-mind returns.

However, this restriction does not remove statutory remedies relating to defective, unsafe, incorrectly supplied or otherwise legally returnable products.

6. Skin Reactions and Product Concerns

Individual skin responses vary.

Customers experiencing significant irritation or an adverse reaction should discontinue use and seek appropriate professional advice.

Allezar may request relevant product and usage information to investigate a complaint.

A skin reaction does not automatically establish a manufacturing defect. However, legitimate safety, quality and product concerns will be investigated appropriately.

Where a product is found to be defective or otherwise subject to a legal remedy, the customer will receive the appropriate resolution.

7. Return Delivery Charges

Change-of-mind returns:

The customer is responsible for reasonable return delivery costs.

Incorrect orders:

Allezar covers reasonable return delivery costs where the error is attributable to Allezar.

Damaged or defective products:

Allezar covers reasonable return delivery costs where the defect or issue is attributable to Allezar.

Other situations will be handled according to the circumstances and applicable consumer protection requirements.

8. Refund Method

Approved refunds are processed through the original payment method used for the purchase, wherever technically possible.

M-PESA payments will be refunded through the appropriate M-PESA refund process.

Visa and Mastercard payments will be refunded through the relevant card payment provider.

Store credit will not be imposed as a substitute for a monetary refund where a monetary refund is legally due.

9. Refund Processing Time

Allezar will initiate approved refunds within:

FIVE BUSINESS DAYS AFTER REFUND APPROVAL.

The time taken for the refunded funds to reflect in the customer's account may depend on the payment provider or bank.

Customers may contact Allezar if the refund does not reflect within the applicable processing period.

10. How to Request a Return or Refund

Contact our customer support team through:

Email: hello.allezar@gmail.com

Telephone: 0753100261

WhatsApp: 0781792219

Provide:

• Full name.
• Order reference.
• Date of delivery.
• Product concerned.
• Reason for the return or refund.
• Supporting photographs where relevant.

Allezar will review the request and communicate the next steps.

11. Statutory Consumer Rights

Nothing in this policy excludes, restricts or diminishes any customer rights provided under applicable Kenyan consumer protection legislation.

The 48-hour change-of-mind policy is not a blanket restriction on statutory remedies for defective, unsafe, incorrect or materially misdescribed products or other applicable legal rights.

12. Contact Information

ALLEZAR SKINCARE

Business Registration Number: BN-WLS2RMZE.

Address: 9 Parklands Road, Victoria Plaza, 5th Floor, Westlands, Nairobi, Kenya.

Email: hello.allezar@gmail.com

Telephone: 0753100261

WhatsApp: 0781792219

Customer Complaints: 0753100261.

Last Updated: 10 November 2026