REFUND & RETURNS POLICY

Last Updated: 12 August 2026

At Remify Products, we take great care in preparing, packaging, and delivering our products as fresh and safely as possible.

Because products such as Remify Purple Sea Moss Gel are fresh, refrigerated, and perishable, our refund and return policy is different from that of non-perishable products.

Please read this policy carefully before placing your order.

1. Perishable Products

Remify Purple Sea Moss Gel is a fresh product that requires refrigeration.

Because of its perishable nature, we generally cannot accept returns or provide refunds simply because a customer changes their mind after the product has been delivered or collected.

For food-safety reasons, products that have been opened, used, improperly stored, or otherwise handled after delivery cannot normally be returned for resale.

This does not affect any rights or remedies you may have under applicable law where a product is defective, damaged, incorrectly supplied, unsafe, or materially different from what was ordered.

2. When You May Request a Refund or Replacement

Please contact us if:

• You received the wrong product.

• Your order is missing an item.

• The jar arrived broken or materially damaged.

• The packaging or seal was materially damaged before you received it.

• The product appears spoiled or unfit for use when delivered.

• The product is materially different from what you ordered.

• There is another genuine defect with the product at the time you receive it.

Depending on the circumstances, we may offer:

• A replacement;

• A refund;

• Store credit; or

• Another appropriate solution agreed with you.

3. Reporting a Problem

Because Sea Moss Gel is a fresh and perishable product, please inspect your order as soon as reasonably possible after receiving it.

If there is a problem with the product when it arrives, we recommend contacting us within 24 hours of delivery.

When contacting us, please provide:

• Your full name;

• Order number or payment reference;

• Phone number;

• A short explanation of the problem; and

• Clear photographs or videos of the product and packaging where appropriate.

This helps us investigate the issue quickly and determine the appropriate solution.

The 24-hour reporting period is intended to help us properly assess issues involving fresh products. It does not remove any legal right that cannot lawfully be excluded.

4. Change-of-Mind Returns

Because Remify Sea Moss Gel is a refrigerated and perishable food product, we do not normally accept change-of-mind returns after delivery or collection.

We therefore encourage customers to check:

• Product size;

• Quantity;

• Price;

• Ingredients;

• Delivery information; and

• Order details

before completing payment.

5. Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

We may accept a cancellation if the order has not yet entered preparation, packing, or dispatch.

Because our Sea Moss Gel may be prepared in fresh production batches, cancellation may no longer be possible once preparation of your order has begun.

Where a cancellation is accepted and the order has already been paid for, the appropriate refund will be arranged.

Nothing in this section limits a cancellation right that applies under Kenyan law.

6. Fresh-Batch Orders

Remify may prepare Sea Moss Gel according to a weekly fresh-batch schedule.

Where an order has already entered its scheduled production batch, it may be considered to have entered preparation.

If you wish to change or cancel an order, contacting us before the applicable production cut-off gives us the best opportunity to assist.

7. Incorrect Orders

If Remify sends you a product that is different from what you ordered, please contact us promptly.

Once the error has been confirmed, we will arrange an appropriate solution, which may include:

• Sending the correct item;

• Replacing the affected product; or

• Providing an appropriate refund.

Where the mistake was made by Remify, you will not be required to pay an additional delivery charge for correcting that mistake.

8. Damaged Products

If your product arrives materially damaged, broken, leaking, or otherwise unsuitable for normal use, please contact us as soon as possible.

Please keep the product and packaging until we have reviewed the issue.

We may request photographs or videos showing:

• The jar;

• Lid or seal;

• Outer packaging;

• Damage; and

• Product condition.

Once reviewed and approved, we will arrange an appropriate replacement or refund.

9. Spoiled or Unsafe Products

Do not consume a Remify product if you reasonably believe it was spoiled, contaminated, or unsafe when you received it.

Contact us immediately and provide details of the concern.

Where appropriate, we may ask you to keep the affected product refrigerated while we investigate.

If we confirm that the product was defective or unsuitable when supplied, we will provide an appropriate remedy.

10. Storage After Delivery

Remify Purple Sea Moss Gel must be kept refrigerated.

Customers are responsible for following the storage instructions provided on the product after delivery or collection.

Our current product guidance is:

Keep Refrigerated

Use within 3 weeks

Remify cannot normally provide a refund where deterioration occurs solely because the product was:

• Not refrigerated as instructed;

• Left in excessive heat;

• Improperly handled after delivery;

• Contaminated after opening;

• Used with unclean utensils;

• Kept beyond its recommended use period; or

• Otherwise stored contrary to the instructions provided.

11. Missed Deliveries

Customers are responsible for providing:

• A correct delivery location;

• A working phone number; and

• Reasonable availability to receive the order.

If a delivery cannot be completed because the customer is unavailable, cannot be contacted, or provided incorrect delivery information, additional delivery charges may apply if another delivery attempt is required.

Because the product is perishable, a refund may not be available where the product becomes unsuitable solely because the customer was unavailable to receive a properly attempted delivery.

This does not apply where the failed delivery was caused by an error on the part of Remify or our delivery provider.

12. Delivery Delays

Delivery times are estimates unless we specifically confirm otherwise.

Occasional delays may occur because of traffic, weather, courier issues, public holidays, security conditions, technical problems, or other circumstances outside our reasonable control.

If a significant delay creates a reasonable concern about the freshness or safety of a refrigerated product, please contact us.

We will review the circumstances and determine the appropriate solution.

13. Refund Approval

Refund requests are reviewed individually.

Submitting a refund request does not automatically mean that a refund has been approved.

We may reasonably investigate:

• Order records;

• Payment information;

• Delivery information;

• Photographs or videos;

• Product condition;

• Storage circumstances; and

• Other information relevant to the request.

We will communicate our decision after reviewing the information available.

14. Refund Processing

Once a refund has been approved, Remify will initiate the refund through the original payment method where reasonably possible, or through another method agreed with the customer.

Approved refunds will normally be initiated within 5-10 business days.

The time it takes for funds to appear in your account may depend on your bank, M-PESA provider, card issuer, or payment processor.

15. Delivery Charges

Where a refund or replacement is required because Remify:

• Sent the wrong product;

• Supplied a defective product;

• Supplied a materially damaged product; or

• Made another fulfilment error,

we will not charge the customer an additional delivery fee solely to correct our mistake.

Original delivery charges may not normally be refundable for a validly completed delivery where the refund relates to circumstances unrelated to the delivery service, unless otherwise required by law or agreed by Remify.

16. Promotional and Discounted Orders

Products purchased during a promotion, bundle offer, or quantity discount remain subject to this Refund & Returns Policy.

Where a partial refund affects an order that qualified for a discount, the refund may be calculated based on the actual amount paid for the affected product.

For example, where an order received a percentage discount because a minimum quantity was purchased, any applicable refund will take into account the discounted price actually paid.

17. Refund Abuse and Fraud

Remify reserves the right to investigate refund requests that reasonably appear fraudulent, misleading, duplicated, or abusive.

We may decline a claim where evidence reasonably shows that:

• The product was deliberately damaged after delivery;

• Information provided in the claim is materially false;

• The same product has already been refunded or replaced; or

• The claim otherwise involves fraudulent activity.

This does not affect legitimate customer rights.

18. Our Commitment

Our goal is to handle genuine product problems fairly and reasonably.

If something has gone wrong with your order, please contact us first. We would rather understand the problem and work toward an appropriate solution than leave a genuine customer concern unresolved.

Nothing in this Refund & Returns Policy is intended to exclude, restrict, or override any consumer right or remedy that cannot legally be excluded under the laws of Kenya.

19. Contact Remify Products

For cancellations, refunds, damaged products, incorrect orders, or other concerns, contact:

Remify Products

Website: remifyproducts.com

Call or WhatsApp: 0720 46 01 45

Email: remifyproducts@gmail.com

Business Address:
B6 202 Jacaranda Gardens Estate
Kamiti Road
Nairobi, Kenya

When contacting us about an order, please include your name and order number or payment reference so we can assist you more quickly.

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