Last updated 22 July 2026

Returns

Eligibility

You may request a return within 14 calendar days after delivery. The product must be unopened, unused, sealed and in resalable condition. Products with broken seals, opened packs or damage caused after delivery are not eligible for a change-of-mind return.

How to request a return

Contact Novirel at [email protected] or +254 53 206 4728 with your name, order reference and reason for the request. We will provide the return address and packing instructions.

Return delivery

For change-of-mind returns, return delivery is paid by the customer. If Novirel supplied the wrong product or the product arrived materially damaged, contact us before sending it back so an appropriate return arrangement can be made.

Inspection & refund

Returned items are inspected after arrival. Approved refunds are made to the original payment method where available, normally within 7 business days after inspection. Original delivery fees are not refunded for change-of-mind returns. Bank or payment-provider processing time may be additional.