Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@kekanaturals.co.uk. Please note that returns will need to be sent to the following address:

Returns
Fulfilment Matters Ltd
Unit 13, Faraday Road
Bicester Road Industrial Estate
Aylesbury
HP19 8RY

If your return is accepted due to damage or a fault, we’ll send you a return shipping label, along with instructions on how and where to send your package. For returns due to other reasons (e.g., change of mind), customers are responsible for return shipping costs. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at sales@kekanaturals.co.uk

Missing Deliveries

If your order has not arrived, please contact us within 14 days of the expected delivery date so we can investigate with the courier.

Reports made after this time may be more difficult to investigate, as courier tracking information and claims are often subject to strict time limits. While we will always do our best to help, we may not be able to investigate or replace orders reported outside the courier's claim window.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, such as those from a 3-bottle or 5-bottle bundle purchase that have been opened. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@kekanaturals.co.uk