Refund policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@thedermohaven.com. Please note that returns will need to be sent to the following address: 

THE DERMO HAVEN 

Blossom Eve Ltd, 

Garden Estate, Kanyagia Drive C17

Nairobi Kenya.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at info@thedermohaven.com.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Customers must notify us within 48 hours of receiving their order and provide clear photographs of the product and its packaging.

Exceptions / non-returnable items

For hygiene and safety reasons, opened or used skincare products cannot be returned unless they are defective, damaged during delivery, or you received the wrong item. Unopened products may be returned within 7 days of delivery, provided they are in their original condition, unused, and in their original packaging with proof of purchase.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved. If approved, your refund will be processed to your original payment method within 7–10 business days. Processing times may vary depending on your payment provider or bank. If you have not received your refund after 15 business days, please contact us at info@thedermohaven.com.