Everything you need to know about receiving your order and returning it
Last Updated: 14 June 2026
Beyond Beauty is a trading name of Urembo Luxe Ventures, registered in Kenya. This Delivery & Refund Policy governs all orders placed on beyondbeauty.co.ke. It is drafted in compliance with the Consumer Protection Act, 2012 (Kenya) and the Sale of Goods Act (Cap. 31). Please read this policy carefully before placing your order.
Part A — Delivery
On business days (Monday to Friday) orders from within Nairobi are processed within 1 to 3 hours and nationwide within 1 to 3 working days.
Orders placed on weekends and Kenyan public holidays before 12:00 pm EAT will be processed that same day. Orders placed after 12:00 pm will be processed on the next business day.
You will receive an order confirmation via email and/or WhatsApp within 30 minutes of placing your order. A dispatch notification with tracking information will follow once your order is collected by our courier partner.
| Destination | Cost | Timeframe |
|---|---|---|
| Nairobi (all areas) | KSh 250 | 1–3 hours (same day if ordered before 12 pm) |
| Mombasa (CBD & Nyali) | KSh 350 | Next business day |
| Kisumu, Nakuru, Eldoret | KSh 500 | 1–3 working days |
| Other counties | KSh 500 | 2–5 working days |
Free delivery is offered on all orders above KSh 5,000.
We partner with trusted courier services including Sendy, G4S Courier and contracted rider networks for Nairobi same-day and nation-wide deliveries. We reserve the right to change delivery partners without notice, provided delivery timeframes are maintained.
Once your order is dispatched, you will receive a tracking number and the messenger's telephone number via WhatsApp and/or email. You can also check your order status by contacting us directly on WhatsApp at +254 114 481515.
If a delivery attempt fails because no one was available to receive it, our courier will leave a notification and attempt re-delivery the following business day. After two failed attempts, the order will be held at our warehouse for 48 hours. If uncollected, the order will be considered as cancelled and the item returned to our stock.
Part B — Returns and Exchanges
We stand behind everything we sell. If something is not right, we want to make it right. Our returns process is designed to be straightforward, fair and compliant with the Consumer Protection Act, 2012.
The following items cannot be returned or exchanged for hygiene and safety reasons, except where they are defective:
Step 1 — Contact us within 24 hours of delivery via WhatsApp (+254 114 481515) or email (hello@beyondbeauty.co.ke). Include your order number, the item(s) you wish to return, and the reason.
Step 2 — We will assess your request and respond within 1 business day with either an approval or an explanation if the item does not qualify.
Step 3 — If approved, we will arrange collection from your original delivery address (Nairobi only, collection at no charge). For upcountry returns, you will need to drop the item at an agreed courier point; we will cover the return courier cost for defective or wrong items.
Step 4 — Once we receive and inspect the returned item, we will process your exchange or store credit within 3 business days.
| Scenario | Resolution | Processing Time |
|---|---|---|
| Defective / wrong item | Exchange or replacement | 3–5 business days |
| Order cancelled before dispatch | Full refund to original payment method | 3–5 business days |
You may cancel an order before it is dispatched by contacting us on WhatsApp or email. Once dispatched, the order cannot be cancelled but may be returned under Section 6 above.
Pursuant to the Consumer Protection Act, 2012, if you entered into a distance contract (online order), you have the right to cancel within 7 days of receiving the goods without giving a reason, provided the goods are in their original, unused condition.
If your order arrives visibly damaged, please photograph the packaging and products immediately before opening and contact us within 24 hours of delivery. We will arrange collection and a replacement at no cost to you.
Nothing in this policy limits or excludes any rights you have under the Consumer Protection Act, 2012 or any other applicable Kenyan law. In particular, you retain the statutory right to receive goods that are of satisfactory quality, fit for purpose, and as described.