At Tunanesthaus, we want to ensure that you are satisfied with your purchase. If you are not completely satisfied, we offer returns and refunds in accordance with the following policy:

  1. Eligibility for Returns
    ✔ We accept returns within 7 days of receiving your order.
    ✔ The product must be unused, in original packaging, and in new condition (not damaged or altered).
    ✔ Returns are not accepted for items that have been opened, used, or damaged.

  2. Process for Returning Items
    ✔ Return Request: To initiate a return, please contact us within 7 days of receiving your order by emailing info@tunanesthaus.co.ke or calling +254716927955.
    ✔ Return Shipping: The customer is responsible for the shipping cost of returning the product unless the item was defective or incorrect.
    ✔ Return Address: Returns can be made to our physical address or a drop-off location, which will be provided upon request.

  3. Refunds
    ✔ Refund Method: Refunds will be processed using the original payment method used for the purchase (e.g., M-Pesa, Bank Transfer, etc.).
    ✔ Refund Timeframe: Once your return is approved and the item has been received, your refund will be processed within 7 business days.
    ✔ Partial Refunds: In some cases, we may offer partial refunds for items returned with slight wear or damage, based on the condition of the returned product.

  4. Exchanges
    ✔ If you would prefer to exchange your product for a different size, color, or item, please contact our customer service team for assistance. Exchanges are subject to product availability.
    ✔ Exchanges must be completed within 7 days from the date of receipt, and the item must be in new, unused condition.

  5. Non-returnable Items
    ✔ Certain items may be non-returnable, including:

  • Personalized products

  • Opened hygiene products (such as toiletries, cosmetics, etc.)

  • Gift cards

  • Downloadable software

  • Items marked as “Final Sale”

  1. Defective or Damaged Items
    ✔ If you receive a defective or damaged product, please contact us immediately at info@tunanesthaus.co.ke or call +254716927955 for a return or exchange.
    ✔ We will cover the return shipping costs for defective or damaged items.

  2. Cancellations
    ✔ Orders can be canceled before they are shipped. To cancel your order, please contact us as soon as possible via info@tunanesthaus.co.ke. Once the order is shipped, cancellation will no longer be possible.

  3. Contact Us
    If you have any questions or concerns about our return and refund process, feel free to reach out to us:
    📍 Physical Address: Nairobi CBD, Kenya
    📧 Email: info@tunanesthaus.co.ke
    📞 Phone: +254716927955
    🕒 Operating Hours: Monday – Saturday: 8:00 AM – 8:00 PM (Closed on Sundays)