Returns & refunds
A clear process for eligible unopened goods.
Request window
Contact Mirenso within 14 calendar days after delivery if you want to request a return. The request should identify the order, the unopened item and the reason for the return.
Condition of returned goods
To be eligible, the product must be unopened, unused and in its original saleable packaging, with seals intact and without avoidable damage. Keep the outer parcel packaging until you have checked the delivered goods.
How to request a return
Email [email protected] or call +254 41 268 7413 before sending goods back. Mirenso will provide the current return handoff instructions for the order.
Exclusions
Opened or used wellness goods are not eligible for a change-of-mind return. Goods damaged after delivery through improper handling are also excluded. Where the wrong item arrived or the parcel was damaged in transit, contact Mirenso promptly so the issue can be reviewed separately.
Return delivery
For a change-of-mind return, the customer pays the return delivery cost and remains responsible for the parcel until it reaches the instructed return point. Where Mirenso confirms that the wrong item was supplied or the goods arrived damaged in transit, Mirenso will arrange or reimburse a reasonable return method.
Inspection
Returned goods are inspected after receipt to confirm pack identity, seal condition and saleable condition. Mirenso will communicate the outcome after inspection.
Refund method and timing
Approved refunds are made to the original payment method where practical, normally within 7 business days after the return inspection is completed. Bank and mobile-payment processing times can add time before the funds appear in the customer’s account.