Refund & Returns Policy

Effective date: 31 August 2026 · Last updated: 31 August 2026

This policy explains when and how you can return a product, get a replacement, or receive a refund for orders placed through Kira (operated by Earnzaa Retail Business Ltd). It forms part of our Terms of Service. We want you to be happy with your order — if something is wrong, we’ll make it right.

1. Check your order on delivery

Please inspect your items at the point of delivery, before the rider leaves. If you are paying by Cash on Delivery, confirm the items are correct and undamaged before you pay. If anything is wrong, do not accept the order — or contact us straight away (see section 6).

2. Items we will always replace or refund

We will replace the item or issue a full refund (including the delivery fee) if:

• The item is damaged or broken on arrival;
• You received the wrong item;
• The item is expired or defective;
• The item is significantly different from its description on Kira.

To qualify, report the problem within 48 hours of delivery with your order reference and a photo of the item (and packaging where relevant).

3. Hygiene rule for skincare products

Skincare and personal-care products are hygiene-sensitive. For health and safety reasons, we cannot accept returns of opened or used products unless they are faulty, expired, damaged, or the wrong item (section 2).

Unopened products in their original, sealed packaging may be returned within 7 days of delivery if you change your mind — see section 4.

4. Change-of-mind returns

• You may return an unopened, unused product in its original sealed packaging within 7 days of delivery.
• The product must be in resalable condition. We may decline a return that is opened, used, tampered with, or missing its seal.
• For change-of-mind returns, the original and return delivery costs are not refundable and may be deducted from your refund.

5. Order cancellations

• You may cancel an order before it is dispatched at no cost — contact us as soon as possible.
• If you prepaid online and cancel before dispatch, you receive a full refund.
• Once an order is out for delivery, it can no longer be cancelled, but you may decline it at the door or use the returns process above.

6. How to request a return or refund

Contact us with your order reference and a short description (plus photos for damaged/wrong items):

We will confirm whether the item qualifies and arrange collection or a return method. Do not send items back without contacting us first.

7. How refunds are paid

• Paid online (Paystack): refunds are returned to the card or account used for payment.
• Cash on Delivery: refunds are paid by bank transfer to an account you provide.
• Approved refunds are processed within 5–10 business days. The time for the money to reflect depends on your bank or card provider.
• Where we are at fault (damaged, wrong, defective, or expired item), the delivery fee is refunded too. For change-of-mind returns, delivery fees are not refunded.

8. Replacements

For a qualifying issue you may choose a replacement instead of a refund, subject to stock availability. Replacements for damaged, wrong, defective, or expired items are sent at no extra delivery cost to you.

9. Reactions & suitability

Everyone’s skin is different, and Kira’s recommendations are not medical advice. Always read the label and patch-test a new product before full use. A product not suiting your skin is not by itself a defect. If you experience a serious reaction, stop use and consult a healthcare professional, and let us know so we can help and review the product.

10. Contact us