When you can return a product
- Wrong item: you received a different product or pack size from what you ordered.
- Damaged on arrival: the tin, jar or packaging was broken or crushed when it reached you.
- Faulty or expired: the product is leaking, spoiled or past its expiry date.
- Seal broken on delivery: the security seal was already open when you received it.
- Changed your mind: the product is unopened, still sealed and in its original packaging, and you tell us within 7 days of delivery.
What we cannot take back
- Opened or used tea and skincare, unless the product is faulty. This protects every customer’s health and hygiene.
- Products damaged after delivery, for example by heat, water or not following the storage directions.
- Requests made after the time limits on this page.
- Products bought from anyone other than Elaki Organics and our official channels.
How to make a request
- Contact us within the time limit. Within 48 hours of delivery for wrong, damaged or faulty items. Within 7 days of delivery for unopened products you no longer want.
- Send us the details on WhatsApp (0700 230 038) or by email: your order number, photos of the product and packaging, and a short description of the problem.
- We review it and reply within 2 business days with the next steps.
Sending the product back
- If it was our mistake (wrong, damaged or faulty item), we arrange the collection or cover the return delivery cost.
- If you changed your mind, you can bring the unopened product to our shop, or send it back at your own cost. It must be sealed and in its original packaging.
Replacements and refunds
- Where possible, you can choose a replacement or a refund.
- Refunds are sent to the M-Pesa number that paid for the order within 7 business days after we approve the request. For change of mind returns, we approve once we receive and check the product.
- If the problem was our mistake, we also refund any delivery fee you paid.
Cancelling an order
You can cancel your order at any time before it is dispatched, and we refund you in full. Once an order has been dispatched, it is treated as a return under this policy.
If a product does not agree with your skin
Stop using the product, rinse the area with water, and see a doctor if the reaction is severe. Then contact us with your order number and what happened. We will review each case individually and help where we can. Testing a small amount on your skin first helps avoid this.
Contact us
- WhatsApp: 0700 230 038
- Call: 0700 230 038 or 0790 009 333
- Email: elakiorganic@gmail.com
- Shop: JKUAT Towers, Mezzanine, M10, Kenyatta Avenue, Nairobi CBD