Refund and Returns Policy

Return Policy at Matirio ~ Head to Toe care Online Store

We may be able to accept back ready for sale products which are delivered via doorstep delivery and the customer checks suitability in the presence of our delivery person, and we receive feedback while our delivery person is still on site. In such cases, we will instruct our delivery person to take back the unsuitable product, which must be in the same condition as the customer received it, to our store for confirmation of return and provision of an agreed replacement for the customer. If there is no product suitable to replace what the customer had paid for, we will be able to make a full refund on the same day or offer to get for the customer a different but suitable product of the same amount.

For other deliveries, we will consider accepting back the product if the customer contacts us within one hour from the time agreed for delivery of the product at the customer’s pick-up point. To be eligible for return, the product must be in the exact same condition that the customer received it. Once we receive the returned product at our store and inspect to confirm its condition, we will notify the customer and then additional options for handling the returned product will be considered in the same manner as for doorstep deliveries above. A customer will be responsible for the costs of shipping a returned product that would have been delivered outside Nairobi CBD and standard commercial courier delivery timelines will apply.

Contact us at for questions related to refunds and returns.

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