At Her Intimates Kenya, your satisfaction is our top priority. We take great care in ensuring that every product you receive meets the highest standards of quality, hygiene, and presentation. However, if for any reason you're not fully satisfied with your order, please review our return and refund guidelines below.
Items Eligible for Return
We accept returns under the following conditions:
The item is unused, unworn, and in its original packaging
The return request is made within 3 days of receiving your order
The item is not listed under non-returnable products (see below)
Non-Returnable Items
Due to hygiene and safety reasons, the following items cannot be returned or exchanged:
Lingerie and underwear
Swimsuits and bikini sets
Beauty or skincare items (if opened)
Personalized or custom-made products (e.g., custom jewelry, engraved items)
Gift cards
Damaged or Wrong Items
If you receive a defective, damaged, or incorrect item:
Contact us within 48 hours of receiving the item
Share a clear photo or video of the product and packaging
We will cover return shipping and send you a replacement or issue a full refund
Refunds
Once your return is received and inspected:
We'll notify you via email or WhatsApp
If approved, your refund will be processed within 5–7 business days
Refunds will be issued via your original payment method (or mobile money, where applicable)
Exchanges
We allow exchanges for items like clothing or accessories (excluding restricted items above), provided stock is available.
How to Request a Return
To initiate a return or exchange:
Email us at returns@herintimates.co.ke or WhatsApp us with your order number.
Wait for approval and return instructions.
Ship the item back to our provided address.
Return Shipping
Unless the product is faulty, customers are responsible for return shipping costs. We recommend using a trackable courier or delivery service.
If you have any questions, feel free to reach out to our support team. We’re here to help.