Refund policy

Last updated: August 2026

At Clabane, we want you to feel confident when purchasing our skincare products. We take great care to ensure that products supplied to you are authentic, properly packaged and delivered in good condition.

This Refund & Return Policy explains when products purchased from Clabane Kenya may be returned, exchanged or refunded.

Nothing in this policy is intended to limit or exclude any rights or remedies available to you under applicable Kenyan consumer protection law.

1. Returns

If you change your mind about a purchase, you may request a return within 7 days of receiving your order, provided that the product:

is unused and unopened;
has not had its seal, protective packaging or tamper-evident packaging broken;
is in its original packaging;
is in a condition suitable for resale; and
is accompanied by proof of purchase or the relevant Clabane order number.

Because skincare and personal-care products come into direct contact with the body, we generally cannot accept opened or used products for change-of-mind returns for hygiene, health and product-safety reasons.

This restriction does not affect your rights where a product is defective, damaged, incorrectly supplied, unsafe or otherwise does not comply with applicable consumer protection law.

2. Products That Cannot Normally Be Returned

Unless the product is defective, damaged, incorrectly supplied or otherwise subject to a right or remedy under Kenyan law, we do not normally accept returns of:

opened or used skincare, cosmetic or personal-care products;
products with broken or removed seals;
products that have been damaged after delivery;
products not purchased directly from Clabane Kenya or an authorised Clabane sales channel;
gift cards;
promotional gifts or free products; or
products identified as final-sale items before purchase.

Where a promotional bundle is returned, all products forming part of the qualifying promotion, including any free promotional products where applicable, may need to be returned before a full refund can be processed.

3. Damaged, Defective or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

you receive the wrong product;
an item arrives damaged;
a product is defective;
the product appears to have been tampered with before delivery;
the product received materially differs from the product ordered; or
items are missing from your order.

Please provide your order number and, where reasonably possible, photographs or other information showing the issue. This helps us investigate and resolve the matter quickly.

Where the claim is confirmed, Clabane will provide an appropriate remedy in accordance with applicable Kenyan law, which may include replacement, repair where appropriate, refund or another suitable remedy.

Clabane will not require you to bear reasonable return costs where a return is necessary because we supplied an incorrect, damaged or defective product.

4. Skin Reactions, Sensitivities and Product Suitability

Skincare products may interact differently with different skin types.

A product not producing the particular cosmetic result a customer expected does not, by itself, mean that the product is defective.

Similarly, an individual sensitivity or reaction does not automatically establish that a product is defective.

However, if you experience significant irritation or an unexpected reaction, discontinue use and contact us. We may request information such as the product name, batch information, how the product was used and photographs where appropriate so that our team can investigate the matter.

Nothing in this section limits your legal rights where a product is unsafe, defective, incorrectly labelled or otherwise fails to meet applicable requirements.

5. How to Request a Return

Before sending a product back, please contact Clabane Kenya Customer Care.

Please provide:

your name;
order number;
product you wish to return;
reason for the return; and
photographs where the product is damaged, defective or incorrectly supplied.

If your return is accepted, we will provide instructions explaining where and how the product should be returned.

Products sent back without first contacting us may take longer to identify and process.

Customer Care: +254117303030
WhatsApp/Telephone: +254117303030
Return Location: Braham Court, State House Avenue, Westland District, Nairobi OR any Fargo Courier Offices

6. Return Delivery Costs

For an eligible change-of-mind return, the customer is responsible for the cost of returning the product to Clabane unless we agree otherwise.

Original delivery charges are generally not refundable for change-of-mind returns where the order was correctly fulfilled.

If a return results from an error by Clabane, including an incorrect, damaged or defective product, Clabane will arrange or reimburse reasonable return delivery costs as appropriate.

7. Refunds

Once an eligible returned product has been received and inspected, we will notify you of the outcome of the return request.

Where a refund is approved, it will normally be made using the original payment method where reasonably possible.

Depending on your bank, mobile-money provider, card issuer or payment service provider, additional processing time may be required before the refunded amount appears in your account.

Where the original payment method cannot reasonably be used, Clabane may contact you to arrange an appropriate alternative refund method.

We will not charge an administration or restocking fee for the return of a product that was defective, damaged or incorrectly supplied.

8. Exchanges

Where available, an eligible unopened product may be exchanged for another product.

If the replacement product has a higher price, the customer will be required to pay the difference. If it has a lower price, the difference will be refunded or otherwise dealt with as agreed with the customer.

Exchanges are subject to product availability.

Products that are defective, damaged or incorrectly supplied will be handled separately in accordance with your applicable consumer rights.

9. Orders Cancelled Before Dispatch

If you need to cancel an order, contact us as soon as possible.

Where the order has not yet been dispatched, we will normally cancel it and process the appropriate refund.

Once an order has been dispatched, cancellation may need to be handled as a return after delivery, subject to this policy and applicable law.

10. Refusing Delivery

Please do not refuse delivery solely as a method of requesting a return unless instructed to do so by Clabane Customer Care.

If an order is refused without prior agreement and there is no defect or fulfilment error, reasonable delivery or return-delivery costs incurred may be deducted from any amount refundable to the extent permitted by applicable law.

11. Purchases From Other Retailers

If you purchased a Clabane product from a pharmacy, supermarket, beauty retailer, marketplace or another authorised retailer rather than directly from Clabane Kenya, please contact the retailer from which the purchase was made.

That retailer’s return process may apply to the transaction.

This does not affect any rights you may have against Clabane as manufacturer or supplier under applicable Kenyan law.

12. Promotions, Bundles and Gifts

Where products were purchased as part of a bundle or promotion, the refund may take into account the promotional pricing applied to the order.

Where a free product or gift was provided because the purchase met particular promotional conditions, the promotional item may need to be returned if returning other products means that the original order no longer qualifies for the promotion.

Any deduction or recalculation will reflect the terms of the relevant promotion and applicable law.

13. Our Responsibility to You

Clabane is committed to supplying products of appropriate quality and to providing customers with accurate information about the products they purchase.

Nothing in this Refund & Return Policy excludes, restricts or overrides rights that cannot legally be excluded under Kenyan law.

Where this policy conflicts with a mandatory consumer right under applicable Kenyan law, the applicable law will prevail.

14. Complaints

If you are dissatisfied with how a return, refund or product complaint has been handled, please contact Clabane Kenya Customer Care first so that we can investigate and attempt to resolve the matter.

You retain the right to pursue any remedies or complaint mechanisms available to you under Kenyan law, including applicable consumer-protection mechanisms.

15. Contact Us

For questions about returns, refunds, exchanges or an order, contact:

Clabane Kenya
Email: care.kenya@clabane.com
WhatsApp/Telephone: +254117303030
Address: Braham Court, State House Avenue, Westland District, Nairobi

This policy applies to purchases made directly from Clabane Kenya through our website and other Clabane-operated Kenya sales channels.