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Refund Policy

A legal disclaimer

Refund Policy

Effective Date: 08/01/2026

At Vielea Organics, we want you to be satisfied with your purchase. If you are not fully happy with your products, please review our Refund Policy for information on how to return your items and request a refund.

1. Eligibility for Refunds

To be eligible for a refund, the following conditions must be met:

  • The product must be returned within 7 working days from the date you received it.

  • The product must be unopened, unused, and in its original condition, including the original seal intact. We cannot process refunds for products that have been opened or used.

  • You must provide proof of purchase (e.g., order confirmation or receipt).

2. Non-Refundable Items

  • Any products that have been opened, used, or tampered with are not eligible for a refund.

  • Certain items, such as personal care products, pet products, or perishable goods, may not be eligible for refunds due to health and safety regulations. Please check the product description for specific exclusions.

3. How to Request a Refund

To initiate a return and refund request, please follow these steps:

  1. Contact our customer service team at info@vieleaorganics.com  within 7 working days of receiving your order. Provide your order number, details of the product you wish to return, and the reason for the return.

  2. We will send you instructions on how to return the product(s). Please ensure the item is securely packaged to avoid damage during the return shipping process.

4. Return Shipping Costs

  • The customer is responsible for covering the return shipping costs. We recommend using a tracked shipping service or purchasing shipping insurance for returns, as we cannot guarantee that we will receive your returned product.

  • Shipping costs incurred during the original purchase are non-refundable.

5. Refund Process

Once we receive the returned product(s) and confirm that they meet the eligibility criteria, we will process your refund. Refunds will be issued to the original payment method used at the time of purchase. Please note that it may take 5–7 working days for the refund to appear in your account, depending on your bank or payment provider.

6. Exchange Policy

Currently, we do not offer direct exchanges. If you wish to exchange a product for another item, you must return the original product for a refund and then place a new order for the replacement.

7. Damaged or Defective Products

If you receive a product that is damaged or defective, please contact us within 7 working days of receipt. We will arrange a return and either offer a refund or replacement, depending on your preference and availability of the item.

8. Changes to the Refund Policy

We reserve the right to update or modify our Refund Policy at any time. Any changes will be posted on this page with an updated effective date.

9. Contact Us

For any questions or assistance with returns or refunds, please contact our customer service team at:

  • Email: info@vieleaorganics.com

  • Phone: +254 723 016326 / 254712680782

  • Address: Store A1, First floor, Karibu Square Mall,

       Arwings Kodhek road, Kilimani,

       Nairobi, Kenya.

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