Exchange Policy

Last updated: 3 September 2026

This policy explains the only circumstances in which Liora Essence will exchange an item, and the steps you must take. Please read it before you order. By placing an order you accept these terms.

No refunds

Liora Essence does not issue refunds under any circumstances. We do not return money to M-Pesa, Airtel Money, bank cards or any other payment method once an order has been paid for. The only remedy available under this policy is an exchange, and only in the narrow circumstances set out below.

When we will exchange an item

We will exchange an item only where we made a genuine error in fulfilling your order. That means:

• We sent you the wrong product, or the wrong variant or size of the correct product.
• The item arrived damaged, and the damage occurred in transit or before dispatch.
• The item was sealed and is demonstrably faulty on arrival.

When we will not exchange an item

We cannot exchange an item because:

• You changed your mind, or no longer want the product.
• You chose a fragrance you did not end up liking. Fragrance is personal and develops differently on different skin. We encourage you to sample before buying.
• Your skin reacted to a product. We are a retailer, not a clinic. Patch-test new actives, and consult a dermatologist about your skin.
• You ordered the wrong item by mistake.
• The item has been opened, used, swatched, or its seal is broken, except where the fault is the reason it was opened.
• You contacted us more than 24 hours after delivery.

The 24-hour window

You must contact us within 24 hours of delivery. This is a strict deadline. Requests made after 24 hours will not be considered, regardless of the reason for the delay. We keep delivery timestamps from our courier and use those to determine when the window opened and closed.

How to request an exchange

1. Message us on WhatsApp at 0116 100 842 within 24 hours of delivery.
2. Include your order number, a description of the problem, and clear photographs showing the item, its packaging and the fault.
3. Keep the item, its box and all packaging until the request is resolved. We may ask to inspect them.
4. We will respond and tell you whether the request is approved and how to return the item.

Condition of returned items

Items being exchanged must be unused and unopened, in their original packaging, with all seals, boxes, cellophane and inserts intact. Items that do not meet this condition will be returned to you and the exchange refused.

Our decision

Liora Essence assesses each request on the evidence provided. Our decision on whether an exchange is warranted is final.

Your statutory rights

Nothing in this policy removes rights you have under the Consumer Protection Act, 2012 or other Kenyan law that cannot lawfully be excluded, including rights in respect of goods that are not of merchantable quality or do not match their description. Where such a right applies, it operates alongside this policy.

Contact

Liora Essence
Gaberone Street, P.O. Box 50629-00100, Nairobi, Kenya
Phone and WhatsApp: 0116 100 842