Return Policy

At Ellies Essentials, we want you to shop with confidence. If something arrives faulty, damaged, or not as described, we will work with you to make it right.

1. When Returns Are Accepted

• Faulty or defective items — products that do not work as intended when received.
• Damaged on delivery — items that arrive broken, leaking, or clearly damaged in transit.
• Wrong item delivered — if you received a different product from what you ordered.
• Quality issues — perishable goods that are spoiled or clearly unfit for use at the time of delivery.

2. Items Not Eligible for Return

• Products that have been used, opened, or altered beyond inspection unless faulty.
• Items returned without contacting us within the reporting window below.
• Change-of-mind returns on non-defective sealed goods, unless required by applicable consumer law.

3. How to Request a Return

1. Contact us within 24 hours of delivery with your order number.
2. Share clear photos or a short description of the issue.
3. Our team will review your case and advise on collection, replacement, or refund.

4. Refunds & Replacements

• Approved refunds for faulty items are processed to the original M-Pesa number or payment method where possible.
• Where stock is available, we may offer a free replacement instead of a refund.
• Refund timing depends on payment verification and usually completes within 3–7 business days after approval.

5. Our Commitment

We stand behind the quality of what we deliver. If an item is genuinely faulty, we accept it back and will resolve the issue fairly — no unnecessary hassle.

6. Contact Us

See also our Privacy Policy.