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RukiHealth ("we," "us," "our," or "Company") is committed to customer satisfaction. We offer a thirty (30) calendar day return policy from the date of delivery to ensure your complete satisfaction with your wellness and health products. If you are not entirely satisfied with your purchase, you may return eligible items within this period for a full refund, replacement, or exchange at our sole discretion.
To be eligible for a return, refund, or exchange, items must meet all of the following conditions:
The following items cannot be returned for health, safety, sanitary, or other regulatory reasons:
To initiate a return, you must contact our customer service team within thirty (30) calendar days of receiving your order. You may contact us via:
You must provide your order number, reason for return, and photographs of any damage (if applicable). Upon approval, we will issue a Return Authorization Number (RAN) and provide detailed return shipping instructions. All returns must include the RAN on the package exterior. Returns without a RAN may be refused or delayed in processing.
Upon receipt of your Return Authorization Number, package items securely using original materials or equivalent protective packaging. Include the RAN, original receipt, and a detailed explanation of the reason for return inside the package. Ship using a trackable method to the address provided with your return authorization. Keep your tracking number for verification purposes until the return is processed.
Upon receipt of your returned item(s), we will inspect the package contents for compliance with our return eligibility requirements. This inspection process typically requires five (5) to seven (7) business days. If items meet all return requirements, we will process your refund and apply it to the original payment method within the same timeframe. Please note that additional processing time of three (3) to five (5) business days may be required by your financial institution before the refund is reflected in your account. RukiHealth is not responsible for delays caused by financial institutions.
Refunds will be issued in the amount of the product purchase price. Refunds do not include original shipping charges, return shipping charges, or applicable transaction fees paid at the time of purchase. If you received a special promotional discount, the refund will reflect the discounted price paid, not the regular retail price. Gift cards used for purchase will be refunded as store credit.
We are pleased to offer exchanges for items of equal or greater value. Exchanges are available within the same thirty (30) day return window and are subject to the same eligibility requirements as returns. If exchanging for an item of greater value, you will be responsible for payment of the difference. If exchanging for an item of lesser value, we will issue a refund for the difference. Exchanges will be shipped at Company expense; however, customers are responsible for return shipping costs of the original item.
If you receive a damaged, defective, or incorrect item, please contact our customer service team immediately with photographic evidence. We will arrange for a full refund, replacement, or exchange at no cost to you, including return shipping at Company expense. You may be required to retain the damaged item or original packaging for our inspection. We reserve the right to collect information regarding the damage to prevent future occurrences.
For Defective Items: We will cover all return shipping costs, including the cost of the return shipping label and any tracking services.
For Customer Returns: Customers are responsible for return shipping costs unless the return results from Company error or defect. We do not offer prepaid return labels for standard returns; however, we may offer free return shipping promotions at our discretion during specified periods.
International customers may return items following the same thirty (30) day return policy. International customers are responsible for all return shipping costs, import/export charges, and applicable customs duties or taxes. We strongly recommend using insured, trackable shipping methods for items valued above KSh 10,000. Delivery timeframes and costs for international returns vary significantly and are the customer's responsibility.
We reserve the right to refuse returns or refunds if: (a) the return period has expired; (b) the item does not meet eligibility requirements; (c) the item appears to be a counterfeit or unauthorized product; (d) the return is submitted without proper documentation; or (e) we determine the request is fraudulent or abusive. We also reserve the right to charge a restocking fee of up to 20% of the purchase price for items returned in less than pristine condition due to customer mishandling.
Many of our wellness products include manufacturer warranties separate from this return policy. Warranty coverage is determined by the manufacturer and may cover defects in materials and workmanship for specified periods. Please retain manufacturer documentation for warranty claims. Returns made outside the thirty (30) day window may be eligible for repair or replacement under applicable manufacturer warranties.
RukiHealth reserves the right to make exceptions to this return policy on a case-by-case basis at our sole discretion. Such exceptions do not constitute a waiver of this policy or create any obligation for future exceptions. Any exceptions must be approved in writing by Company management.
This Refund and Return Policy shall be governed by and construed in accordance with the laws of the Republic of Kenya, without regard to conflict of law principles. All disputes, claims, or disagreements relating to refunds, returns, exchanges, or products shall be resolved exclusively in the courts of Kenya, specifically the courts of competent jurisdiction in Nairobi County. You irrevocably submit to the jurisdiction of Kenyan courts and agree that Kenyan law shall apply to all matters arising from this policy.
This policy is designed to comply with the Consumer Protection Act, 2012 of Kenya and other applicable Kenyan consumer protection legislation. Your rights under this policy are in addition to any statutory rights you may have under Kenyan law. If any provision of this policy conflicts with mandatory provisions of Kenyan law, the Kenyan legal requirement shall prevail.
For questions regarding this return policy, to initiate a return, or to file a complaint:
Last Updated: November 2025
This Refund and Return Policy is effective immediately. RukiHealth reserves the right to modify this policy at any time. Material changes will be posted on our website with updated effective dates. Continued use of our services following policy modifications constitutes acceptance of the updated policy.