Refund & Returns Policy
We want you to feel confident when shopping with us. Please read this policy to understand when returns, replacements, or refunds apply. For quick help, reach us on WhatsApp.
When we can help
- Damaged on arrival: We replace or refund (case-by-case).
- Wrong item sent: We correct it at no extra cost.
- Missing items: We send the missing item or refund.
- Unopened & sealed items: Return may be accepted if requested within 7 days (see conditions).
Common exclusions
- Opened supplements, powders, drinks, or capsules.
- Opened skincare/feminine/personal care items.
- Items damaged due to misuse or improper storage.
- Orders without proof of purchase (receipt/order number).
Returns Window
If your item is eligible for return, please contact us within 7 days of receiving your order. Returns requested after this period may not be accepted.
Tip: Keep the packaging and do not open the seal until you confirm the product is correct and in good condition.
Return Conditions (Eligible Items)
To qualify for a return, the item must meet ALL of the following:
- Item is unused, unopened, and in the original sealed packaging.
- Item is returned with all accessories, labels, and any included leaflets.
- Return request is made within the stated returns window.
- Proof of purchase is provided (order number, receipt, or transaction confirmation).
Damaged, Wrong, or Missing Items
If your order arrives damaged, incorrect, or incomplete, contact us as soon as possible so we can resolve it quickly.
| Issue | What to do | What we do |
|---|---|---|
| Damaged on arrival | Message us within 48 hours with photos of the product and packaging. | Replacement or refund (case-by-case), depending on availability and assessment. |
| Wrong item sent | Message us within 48 hours with your order number and a photo of the received item. | We arrange an exchange and cover reasonable return/shipping logistics. |
| Missing item | Message us within 48 hours with your order number and what’s missing. | We send the missing item or issue a refund for that item if out of stock. |
Refunds
Once your return is approved and received (if applicable), we will process your refund using the original payment method where possible (e.g., M-Pesa reversal/transfer). Refund timelines can vary depending on payment channels and verification.
Refunds may be declined if:
- The item is opened/used (for consumables and hygiene products).
- The product is returned without original packaging/seals.
- The claim is made outside the stated time window.
- Damage occurred after delivery due to misuse or improper storage.
Exchanges
If you want to exchange an eligible unopened product, contact us to confirm availability first. Exchanges are handled case-by-case and may require return of the original unopened item.
Delivery Fees & Return Shipping
- If we sent the wrong item or your order arrived damaged, we will support the resolution process.
- If a return is due to personal preference (and the item is eligible), delivery/return costs may apply.
- Delivery fees are generally non-refundable once the courier service has been used.
How to Request a Return / Refund
Requesting support is simple:
- Message us on WhatsApp using the button below.
- Share your order number and the product name.
- Explain the issue clearly and attach photos if needed.
- We’ll guide you on next steps and timelines.
Policy Updates
We may update this Refund & Returns Policy from time to time to improve clarity and service. The latest version will always be available on this page.
Disclaimer
BF Suma products are wellness supplements and personal care items. This policy does not replace professional advice. If you have a medical condition or take medication, consult a qualified healthcare professional before using supplements.