Returns & Refunds Policy

Because supplements are consumables, we can only accept returns where a product is:

• Damaged in transit (broken seal, leakage, crushed packaging).
• Incorrect (you received a different SKU or size to the one on your order).
• Defective, expired on arrival, or within 3 months of expiry when delivered.
• Missing an item that was listed on your dispatch note.

For hygiene reasons, an opened bottle or resealed sachet is not eligible for return unless it falls under one of the categories above.

1. Contact us within 48 hours of delivery via WhatsApp (+254 748 173 823) or email (hello@lifely.co.ke).
2. Send us your order number, the item in question and a short video or photo showing the issue.
3. We will confirm the claim and arrange either a courier pickup, a drop-off point in Nairobi or a prepaid airway bill for upcountry customers.
4. Once we receive and inspect the item (within 3 working days), we will confirm the resolution.

Where a claim is approved, you can choose:

• A replacement — same product, dispatched the next working day at our cost.
• Store credit — 110% of the value of the returned item, valid for 12 months.
• A cash refund — to the original payment method, or M-Pesa on request.

• M-Pesa: within 3 working days of approval.
• Card payment: within 5 – 10 working days, depending on your issuing bank.
• Bank transfer: within 5 working days.
• Store credit: issued instantly to your Lifely account.

Unopened, sealed items in original condition may be returned within 7 days of deliveryfor store credit only. The return courier fee is deducted from the credit. Sale items, opened products and personalised orders are not eligible.

• Opened supplements, powders, oral strips and single-serve sachets (hygiene).
• Gift cards and store credit.
• Products marked “Final Sale” at the time of purchase.
• Free gifts included with a promotion.

You may cancel an order at no cost until it has been dispatched. Once dispatched, the order can be refused on delivery — the item will be returned to us and a refund issued minus the courier round-trip fee. Reach us on WhatsApp for the fastest cancellation.

We photograph every parcel before dispatch. If your package looks visibly damaged when the courier hands it over, please refuse delivery, or accept it and photograph the damage before opening. Sharing this evidence with us within 48 hours makes a same-day replacement straightforward.

Nothing in this policy limits your rights as a consumer under Kenyan law, including the right to goods that match their description, are of satisfactory quality and are fit for the purpose you bought them for. If you feel we haven't resolved a claim fairly, you can escalate to the Competition Authority of Kenya at cak.go.ke.

WhatsApp: +254 748 173 823
Email: hello@lifely.co.ke
Support hours: Mon – Sat, 9am – 6pm EAT.