LITTLE ROOTS
RETURNS, REFUNDS & EXCHANGES POLICY
Effective Date: 1st October 2026
Last Updated: 30th September 2026
At Little Roots, we want you to be completely satisfied with your purchase. We carefully inspect and package our products before they are dispatched. However, we understand that there may be occasions when a product needs to be returned, replaced or refunded.
This Returns, Refunds & Exchanges Policy explains when returns, exchanges, replacements and refunds may be accepted and the process for requesting them.
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Eligibility for Returns
Subject to applicable law, a product may be eligible for return where:
- the wrong product was delivered;
- the product delivered is materially different from the product ordered or described;
- the product arrived damaged, leaking, broken or otherwise compromised during delivery;
- the product has a manufacturing or quality defect; or
- Little Roots has otherwise confirmed that the product is eligible for return.
For hygiene, health and product-safety reasons, products that have been opened, used, tested or tampered with will generally not be eligible for return where the return is based solely on a change of mind.
Nothing in this Policy limits or excludes any consumer rights or remedies that cannot lawfully be excluded under applicable law.
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Change-of-Mind Returns
We understand that sometimes a customer may change their mind after placing an order.
For products that are eligible for a change-of-mind return, the product must:
- be unused and unopened;
- remain in its original packaging and condition;
- have all seals, labels and protective packaging intact, where applicable; and
- be returned within [7] days of delivery.
Little Roots reserves the right to decline a change-of-mind return where the product has been opened, used, tested, altered or otherwise handled in a manner that makes it unsuitable for resale or raises hygiene or product-safety concerns.
Unless otherwise required by law, delivery charges associated with a change-of-mind return are non-refundable, and the customer is responsible for the cost of returning the product to Little Roots.
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Wrong, Damaged or Defective Products
If you receive:
- a product different from the one you ordered;
- a product that is damaged upon delivery;
- a product that has leaked or been materially compromised during delivery; or
- a product with a genuine manufacturing or quality defect,
please contact Little Roots as soon as reasonably possible after receiving your order.
For damaged, incorrect or visibly compromised deliveries, we recommend notifying us within [48 hours] of delivery and providing photographs or other evidence where possible.
Depending on the circumstances, Little Roots may offer:
- a replacement at no additional cost;
- a refund of the affected product;
- a replacement with another product of equivalent value; or
- another appropriate remedy permitted by applicable law.
Where a product is defective or materially different from what was represented, the customer’s statutory rights will apply. Kenyan consumer law provides remedies in relation to defective goods, including replacement or refund in circumstances provided by law.
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Products That Have Been Opened or Used
For health, hygiene and product-safety reasons, Little Roots generally cannot accept returns of products that have been opened or used where the customer simply no longer wants the product.
This restriction does not apply where the product is defective, unsafe, materially different from its description, or where another remedy is required by applicable law.
A customer who believes a product is defective, contaminated, damaged or otherwise unsafe should stop using it and contact Little Roots so that the matter can be assessed and an appropriate remedy provided.
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Allergic Reactions, Sensitivity and Personal Suitability
Customers are responsible for reviewing the product information, ingredients, warnings and directions for use before using a product.
Because individual reactions and sensitivities vary, a customer’s experience of irritation, sensitivity, allergy or dissatisfaction with a product’s results does not automatically mean that the product is defective.
Where a customer experiences an adverse reaction or believes that a product may be unsafe, they should immediately discontinue use of the product and contact Little Roots promptly with details of the product and the issue experienced.
Little Roots may request relevant information, including the product name, batch or lot number, photographs, date of purchase and a description of the issue, to assist with its assessment and any appropriate quality or safety investigation.
Nothing in this section limits any rights or remedies available to a consumer under applicable law.
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How to Request a Return or Refund
To request a return, replacement or refund, customers should contact Little Roots through:
Email: orders@littlerootske.com
WhatsApp/Phone: +254792731147
Other: https://littlerootske.com/contact-us
The request should include:
- the customer’s name and contact details;
- order number or proof of purchase;
- the product concerned;
- the reason for the return or refund request;
- photographs or videos where relevant, particularly for damaged, incorrect or defective products; and
- any other information or evidence reasonably required by Little Roots to assess or verify the request.
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Return Assessment
After receiving a return request, Little Roots will review it and inform the customer whether the return has been approved and what steps to follow.
Where a product needs to be returned, Little Roots will provide return instructions, and customers should not send products back before receiving them.
Returned products may be inspected to determine whether they qualify for a refund, replacement or other remedy.
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Refunds
Where a refund is approved, Little Roots will refund the applicable amount using the original payment method where reasonably practicable, or through another method agreed with the customer.
Approved refunds will generally cover the purchase price of the affected product.
Where a product is returned because it was incorrect, arrived damaged or has a confirmed defect, Little Roots will bear reasonable return costs where applicable.
For approved change-of-mind returns, return and delivery costs will be handled in accordance with Section 2 of this Policy and applicable law.
Refund processing times may depend on the customer’s payment provider, bank, mobile-money provider or other payment service.
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Exchanges and Replacements
Where appropriate, Little Roots may offer an exchange or replacement instead of a refund.
A replacement will ordinarily be for the same product. Where the original product is unavailable, Little Roots may offer an alternative of equivalent value or another appropriate remedy agreed with the customer.
Where the issue concerns a defective, damaged or incorrect product, the remedy will be determined according to the circumstances and applicable consumer law.
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Products Purchased During Promotions or Sales
Products purchased as part of a promotion, sale, bundle or special offer remain subject to this Policy and applicable consumer rights.
A promotional price does not remove a customer’s rights in relation to defective, damaged, incorrect or materially misdescribed products.
Where a promotional offer includes multiple products as a bundle, Little Roots may require the applicable bundle to be returned in full where the return relates to the bundle as a whole, subject always to applicable law.
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Gifts
Where a product was purchased as a gift, any approved refund will ordinarily be issued to the original purchaser or to the original payment method.
A gift recipient may request an exchange or other remedy where appropriate, subject to this Policy and applicable law.
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Order Cancellation
Customers who wish to cancel an order should contact Little Roots as soon as possible after placing the order.
If the order has not yet been dispatched, Little Roots will make reasonable efforts to cancel it.
Once an order has been dispatched, the request will generally be handled under the return provisions of this Policy and applicable law.
Where a consumer cancellation right applies by law, Little Roots will comply with the applicable statutory requirements.
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Refunds for Unavailable or Cancelled Orders
If Little Roots is unable to fulfil an order after payment has been received, Little Roots will notify the customer and, where appropriate, provide a refund of the amount paid for the affected order or product.
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Products Subject to a Safety Recall
If Little Roots becomes aware that a product presents a safety or quality concern requiring withdrawal or recall, Little Roots may contact affected customers and provide instructions for returning, replacing or disposing of the affected product.
Customers should follow any recall instructions provided by Little Roots.
Little Roots may also take any regulatory or corrective action required by applicable law.
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Fraudulent or Abusive Claims
Little Roots reserves the right to investigate suspected fraudulent, dishonest or abusive return and refund claims.
Examples include repeated claims involving materially inconsistent information, deliberate damage or misuse of products, or attempts to obtain refunds for products that do not qualify under this Policy.
Any action taken by Little Roots will remain subject to applicable law.
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No Exclusion of Statutory Rights
This Policy explains Little Roots’ ordinary returns and refund procedures. It does not exclude, restrict or replace any consumer guarantee, right, remedy or protection that applies under Kenyan law or any other applicable law.
Where applicable law provides a consumer with a right or remedy that is more favourable than this Policy, the applicable legal requirement will prevail.
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Changes to this Policy
Little Roots may update this Policy from time to time to reflect changes to its products, business practices or applicable legal requirements.
The version of this Policy applicable to a purchase will generally be the version in effect at the time of that purchase, subject to any mandatory legal requirements.
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Contact Us
If you have any questions about this Policy or wish to request a return, replacement or refund, please contact:
Little Roots
Email: orders@littlerootske.com
Phone/WhatsApp: +254792731147
Website: https://littlerootske.com
Business Address: 41 Kabarsiran Avenue
Little Roots will endeavour to handle all return and refund requests fairly, reasonably and in accordance with applicable law.