Refund/Exchange and Returns Policy
Effective Date: Jan 1, 2025
Last Updated: Dec 15, 2025
Thank you for shopping at myoriflame.co.ke. We want you to be happy with your purchase. If you’re not fully satisfied or if there’s an issue with your order, this Returns & Refund Policy explains how to request a return, refund, or exchange.
This policy applies to purchases made directly through our Website. By placing an order, you agree to the terms below.
1. Your Consumer Rights Under Kenyan Law
You are entitled to remedies under the Consumer Protection Act of Kenya, including repair, replacement, or refund for goods that are faulty, damaged, not as described, or not of satisfactory quality.
2. Return Eligibility
A return or refund request may be accepted if all the following apply:
You contact us within 3Â days of receiving the product.
The item is faulty, damaged, or materially different from the description/what was ordered.
The product is returned in its original condition, unused, with original packaging, accessories, manuals, and tags, where applicable.
You provide proof of purchase (order number, invoice, or receipt).
Returns solely for change of mind (i.e., you no longer want the item) are at our discretion and subject to our approval; such returns may be subject to restocking fees and you may bear shipping costs.
3. How to Request a Return
Contact Our Support Team:
Email: support@myoriflame.co.ke
Phone/WhatsApp: +254 754 553 690
Include your order number, product name, reason for return, and photos/videos if the item is damaged or incorrect.
Return Authorization:
We will respond within 2Â business days with return instructions and approval (if eligible).Return Shipment:
If the return is due to our error (wrong item, damaged on arrival), we will cover return shipping costs.
If the return is for other reasons (e.g., change of mind or buyer’s error), you may be responsible for return shipping.
Please use a trackable shipping method and retain your tracking number, as we cannot accept responsibility for items lost in transit.
4. Inspection & Approval
Once we receive your returned product, we will inspect it to verify eligibility. We will notify you by email or phone whether your return is approved or rejected based on the condition of the item.
5. Refunds
Approved Refunds: Refunds will be issued within 14 business days after we receive and inspect the returned item, provided all conditions are met.
Refund Method: Refunds will be sent via the original payment method (e.g., M-Pesa, card refund, bank transfer).
Shipping Fees: Unless the return is due to our error, original shipping fees are not refundable.
Restocking Fees: For approved returns that are not due to defect or error, a restocking fee may apply at our discretion.
6. Exchanges
If you prefer an exchange (same item or different item of equal value), contact us after your return is approved. Exchanges are subject to availability.
7. Non-Returnable Items
Certain goods may not be eligible for return or refund unless defective or incorrect. These may include (but are not limited to):
Items that have been used, opened, tampered with, or altered.
Perishable or sanitary goods once unsealed (e.g., certain cosmetics) — only eligible if defective.
Customized or personalized products (unless defective).
Digital products once delivered or activated.
8. Faulty, Damaged, or Incorrect Items
If you receive a damaged, defective, or incorrect item:
Report it within 3 days of delivery with photos/video evidence.
We may offer a repair, replacement, or refund at no extra cost.
If the item is not replaced, and a refund is approved, it will be processed to your original payment method within the standard refund time-frame.
9. Customer Support
If you need help initiating a return or have questions:
Email: support@myoriflame.co.ke
Phone/WhatsApp: +254 754 553 690
Address: Ronald Ngala Street
We are committed to fair and transparent resolution of all returns and refunds requests in compliance with Kenyan consumer protection principles.