Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, cannot be returned. We also do not accept products that are intimate or sanitary goods.

Shipping Policy

• Shipping Locations:
  o We offer shipping to most counties in Kenya and major cities in the East Africa region. If your country is not listed, please contact us for further information.
  o Please ensure that the shipping address provided during checkout is accurate and complete to avoid any delays or delivery issues.
• Order Processing Time:
  o We strive to process and dispatch orders within 5 business days after the order is placed.
  o Please note that order processing time may be longer during peak seasons or promotional periods.
• Shipping Methods and Fees:
  o We prefer to use door to door delivery services like Wells Fargo to ensure security of your products during delivery.
  o We offer various shipping methods to provide flexibility and choice for our customers.
  o Shipping fees are calculated based on the destination, weight, and dimensions of the package.
  o The exact shipping cost will be displayed during the checkout process before completing the order.
• Delivery Time:
  o Delivery times may vary depending on the shipping address and the shipping method selected during checkout.
  o Estimated delivery times are provided for reference purposes only and are not guaranteed.
  o Please note that international orders may be subject to customs clearance procedures, which can cause additional delays beyond our control.
• Tracking Information:
  o Once your order is shipped, you will receive a shipping confirmation email with a tracking number.
  o You can track the status of your shipment by entering the tracking number on our website or the carrier’s website.
• Lost or Damaged Packages:
  o In the event that your package is lost or damaged during transit, please contact us immediately.
  o We will work with the shipping carrier to resolve the issue and ensure a satisfactory resolution.
  

Returns and Refunds Policy

• Eligibility for Returns:
  o We accept returns for products that are damaged, defective, or inaccurately described.
  o To be eligible for a return, please contact us within 7 days of receiving your order.
  o Products must be unused, unopened, and in their original packaging.
• Return Process:
  o To initiate a return, please contact our customer support team with your order details and the reason for the return.
  o Our team will provide you with instructions on how to return the product.
  o Please ensure that the returned product is securely packaged to prevent any damage during transit.
• Refund:
  o Once we receive and inspect the returned product, we will notify you of the approval or rejection of your refund.
  o If your return is approved, a refund will be processed to the original method of payment within 14 business days.
  o Please note that shipping fees are non-refundable, and the customer is responsible for return shipping costs unless the return is due to our error.
• Non-Returnable Items:
  o For hygiene and safety reasons, certain products are non-returnable. These may include perishable goods, intimate or personal care items, and products that cannot be resold for health or regulatory reasons.
• Exchange:
  o We offer product exchange for items of similar value. If you wish to exchange a product, please follow the return process for a refund and place a new order for the desired item.
  Please note that the policies mentioned above are subject to change without prior notice. It is recommended to review the Shipping & Returns policy periodically. If you have any questions or need further assistance, please contact our customer support team.

Need help?

Contact us at info@sweetwaters-eco-farm.com for questions related to refunds and returns.