Return Policy

We are committed to providing quality products to our customers and while we hope that you are always satisfied with your Ayanna Handmade purchase, we realize there are times that you may not be entirely satisfied and we are here to help. Your satisfaction has always been our priority. Now it’s our guarantee!

If you will need to return your product, please review the information below:

  • Returns must be made within 14 days of your receipt date for a refund.
  • Product must be in its original, unopened, and unused condition. Otherwise, a 25% (of your total order amount) restocking fee will apply for the loss in value.
  • We regret that we do not refund original delivery costs with the return.
  • Please accompany the product with a note indicating your order number and the reason for your return.
  • Please contact us on 0708 135 738 for the return shipping address.
  • You will be responsible for the return delivery charges, which will not be refunded, unless you received damaged products (see Damaged Products Policy). 
  • We will issue a refund after we confirm receipt of the returned product (s). We will not be responsible for lost/damaged-while-in-transit packages.
  • All refunds will be credited to your original payment method used at the time of purchase.
  • Refunds will be processed within 5 days of us receiving the return.
  • If you paid via your credit card, please allow at least 2 billing cycles for the credit adjustment to appear on your card statement.
  • Only items purchased directly from us may be accepted for a return.
  • We will be fully liable if we erroneously ship you the wrong item(s) that you have to return.

Please Note:  Empty containers cannot be accepted for refund.

EXCHANGE POLICY

If you will need to exchange your product, please review the information below:

  • We accept exchanges on items that are in original condition purchased directly from us only up to 14 days after the original purchase. 
  • Please enclose the product you wish to exchange and indicate your order number on the package including instructions on what item(s) to exchange. 
  • If there is a difference in cost with the exchange, our customer service representative will reach out to you for further information. 
  • You will be responsible for the return delivery charges.
  • Please contact us on 0708 135 738 for the return shipping address.

Please Note:  Empty containers cannot be accepted for an exchange.

DAMAGED PRODUCTS POLICY

  • If you receive an item that is defective, broken or damaged, you may contact customer service within 24 hours for a replacement.
  • Please take a photo of the damaged item and send to us on Whatsapp or email. 
  • Items not reported as defective/damaged/broken within 24 hours of receipt will not be replaced.

Please contact customer service with any questions by email at info@ayannahandmade.com or by phone at +254 708 135 738.

ORDER CANCELLATION POLICY

We understand that sometimes plans may change and orders may need to be cancelled. On our part, we will try to accommodate your requests as best as we can. If you will need to cancel your order, please review the information below:

  • Nairobi deliveries are made within 24 hours while Out-of-Nairobi deliveries are made within 48 hours excluding public holidays and weekends. In cases where a delivery will delay for reasons beyond our control, we will be sure to communicate the same to you and if we don’t deliver, you get a full refund.
  • Therefore:
    • If a cancellation is made BEFORE the allowed hours for delivery elapse, you will be charged a 25% (of your total order amount) cancellation fee.
    • If a cancellation is made AFTER the allowed hours for delivery elapse, please follow our Return & Exchange Policies above since the cancellation will be treated as a Return.

Please contact customer service with your cancellation requests or with any questions by email at info@ayannahandmade.com or by phone at +254 708 135 738.

Thank you!

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