Returns & order issues
A clear process when an order needs attention.
Return timing, product condition, damaged parcels, return delivery and refund processing in one place.
Last updated: 22 July 2026Return window
Contact Navirel within 7 days of delivery when you want to request a return of an eligible product.
Eligible condition and exclusions
The product must be unused, unopened and in its original sealed condition, with the original packaging reasonably intact. Opened consumable products are not accepted as change-of-mind returns. Products damaged after delivery through misuse, poor storage or handling by the recipient are also excluded.
How to request a return
Call +254 20 784 3167 during Monday–Friday, 9:00–17:00 EAT and provide the order reference, delivery date, item concerned and reason for the request. Wait for return instructions before sending a parcel back.
Damaged, incorrect or missing items
Report damage, an incorrect item or a missing item within 48 hours of delivery. Keep the outer parcel and product packaging. Navirel may ask for clear photographs so the issue can be reviewed and an appropriate resolution arranged.
Return delivery
For an approved change-of-mind return, the customer covers the cost and risk of returning the sealed product to the return location supplied by Navirel. When Navirel confirms that the wrong item was supplied or the product arrived damaged, Navirel will arrange or cover the reasonable return method it specifies.
Inspection and refund
Returned products are inspected after receipt. When a return is approved, the product amount due is refunded using the original payment route where practicable within 7 business days after inspection. Original delivery charges are not refunded for a change-of-mind return; delivery charges connected to a confirmed incorrect or damaged order are handled as part of that resolution.