Returns & Refunds

We want you to be completely happy with your purchase.

14-Day Returns

If you are not satisfied with your purchase, return unopened and unused items within 14 days of delivery for a full refund.

Faulty Products

If you receive a damaged or faulty product, contact us within 7 days with a photo. We will replace it or refund you in full — no questions asked.

Wrong Item Received

If we shipped the wrong product, let us know immediately. We will collect the wrong item and deliver the correct one at no extra cost.

Refund Timeline

Refunds are processed within 5–7 business days after we receive the returned item. M-Pesa refunds are instant; card refunds may take 3–5 days to appear.

How to Initiate a Return

  1. Email us at returns@cerenityscents.com with your order reference.
  2. We will provide a return slip and pickup instructions.
  3. Pack the item securely and hand it to our courier on the scheduled date.
  4. Your refund or replacement will be processed upon receipt.

Items Not Eligible for Return

Opened or used skincare, fragrance, and personal care products cannot be returned for hygiene reasons. Sale items are final sale unless faulty.