Returns, Refunds & Exchange Policy
Last Updated: 5 November 2026
Everlasting Essentials is a Kenya-based online retail store. We are committed to providing quality products and a positive shopping experience. We inspect products before dispatch and aim to resolve any concerns fairly and promptly.
This policy explains the conditions and procedures for requesting returns, exchanges, replacements and refunds.
1. Overview & Policy Terms
We encourage customers to inspect their orders upon delivery and contact us promptly if they experience any issues.
Exchange & Replacements: We offer exchanges or replacements for eligible products, subject to product availability and verification of the reported issue.
Refunds: Where a refund is required or applicable under our obligations to the customer, we will arrange the appropriate refund. Refund requests will be assessed in accordance with applicable consumer protection laws and the circumstances of the purchase.
Return & Exchange Window: Customers should notify our support team of a return or exchange request within 7 days of receiving their order. This notification period does not limit any statutory consumer rights.
2. Eligibility for Returns, Exchanges & Replacements
Customers may request assistance where:
The product arrives damaged or defective.
The product received differs from the item ordered on our website.
The product arrives with missing parts or accessories.
Another legitimate product-related issue arises that requires resolution.
For change-of-mind exchange requests, products should be unused and returned in their original packaging with all accessories and tags intact.
Products reported as defective, damaged or incorrectly supplied will be assessed fairly. Original packaging should be retained where reasonably possible.
3. Exchange & Return Process
To request an exchange, replacement or return:
Step 1 – Contact Us: Notify our support team within 7 days of delivery through:
WhatsApp: +254705480747
Email: support@everlastingessentials.co.ke
Step 2 – Provide Details: Include your order number, a description of the issue and clear photographs or videos where applicable.
Step 3 – Verification: Our team will review your request and communicate the appropriate resolution.
Step 4 – Return Coordination: Where a return is required, we will coordinate the return arrangements with the customer.
Step 5 – Resolution: Once the returned product has been received and assessed, we will arrange an eligible replacement, exchange, store credit or refund, as applicable.
4. Return Shipping Costs
Defective, Damaged or Incorrect Items: Everlasting Essentials will cover reasonable return delivery costs where the issue is attributable to a product defect, transit damage or an error on our part.
Customer-Initiated Exchanges: For eligible change-of-mind exchanges, customers are responsible for the applicable return courier charges unless otherwise agreed.
5. Refund Processing
Where a refund is approved or legally required:
The refund will be processed using an appropriate payment method.
Customers will be informed of the applicable refund arrangements.
Processing times may depend on the payment provider or financial institution.
6. Contact Support
For assistance with returns, refunds, exchanges or replacements, contact:
Business: Everlasting Essentials
Customer Support & WhatsApp: +254705480747
Email: support@everlastingessentials.co.ke
Operating Hours: Monday – Saturday, 8:00 AM – 7:00 PM EAT.
Administrative Office: Off Thika Superhighway, Ruiru, Kiambu County, Kenya.
Postal Address: P.O. Box 00232.
Website: https://everlastingessentials.co.ke/
Everlasting Essentials is committed to treating customers fairly and resolving product-related concerns transparently.