Refund policy

RETURNS & REFUNDS POLICY

Last updated: 24.11.2025

We want you to love your Koro Gaia experience. If something isn’t right, we’re here to help, within the limits of our policy below.

Because skincare is a personal-use cosmetic product, certain restrictions apply for safety and hygiene reasons.

1. Eligibility for Returns

We accept returns or exchanges ONLY in the following cases:

A. Damaged, faulty, or incorrect products

You may request a return or replacement if:

the product arrived damaged,
the product you received is incorrect,
or the product is defective upon opening.

You must notify us within 48 hours of delivery with:

your order number
clear photos/videos of the issue
photo of the shipping label

Claims submitted after 48 hours cannot be processed.

B. Duplicate or accidental orders (submitted by mistake)

We may accept returns for accidental orders if the product has not been opened and is in perfect resale condition.
Return shipping costs are the responsibility of the customer.

C. Refunds for cancelled orders before dispatch

If you cancel your order before it has been shipped, you are eligible for a full refund.

2. Non-Returnable Items

For safety, hygiene, and product integrity reasons, we cannot accept returns for:

Opened or used products
Products with broken seals
Items returned without original packaging
Items returned after 7 days of delivery
Products damaged due to customer misuse
Gifts or free promotional items
Products purchased through unofficial resellers

Skincare cannot legally be resold once opened, so these restrictions ensure customer safety.

3. Refunds

Approved refunds will be processed within 5–10 business days to your original payment method.
Depending on your bank or M-Pesa agent, it may take additional time to appear.

Refunds are not granted for:

Allergic reactions (we require patch testing and disclose ingredients)
Change of mind after use
Delayed deliveries caused by the courier
Minor packaging imperfections that do not affect product quality

4. Exchanges

Exchanges are only offered for:

Damaged items
Incorrect items
Defective items

Your replacement will be shipped once the original item is returned and inspected.

5. Return Shipping

If the return is due to our error (damaged/incorrect/defective product), we cover the return shipping cost.
If the return is due to customer error (accidental order, change of mind), the customer pays return shipping.

We recommend using a trackable service to avoid lost packages.

6. Missing or Lost Orders

If your package shows as delivered but you did not receive it:

First check with neighbours/security.
Then contact the courier.
Then inform us.

Once an order is marked as delivered by the courier, Koro Gaia cannot accept responsibility for loss or theft.
However, we may assist on a case-by-case basis.

7. Late or Missing Refunds

If you haven’t received your refund:

Recheck your bank or M-Pesa statement
Contact your financial provider
Contact us at customercare@korogaia.com

We are happy to assist.

8. Return to Renew (Recycling Program)

Our recycling program is separate from the returns/refund policy.

Used bottles are not eligible for refunds but may qualify for a discount under our Return to Renew program (5 empty bottles = 10% off your next order).

Details are available on the Recycling Program page.

9. Contact Us

For all return enquiries, contact:
customercare@korogaia.com

Please include your order number and clear photos so we can support you quickly.