Refund & Return Policy

1. 14-Day Product Return Guarantee

We want you to be completely delighted with your homecare formulations. Unopened botanical oils, serums, diffusers, and skin tools in original, sealed packaging may be returned within 14 calendar days of receipt for an exchange or full refund.

2. Hygiene & Tamper-Evident Exclusions

In accordance with Kenya health regulations, cosmetic serums, eye creams, and body scrubs whose protective foil seal or bottle seal has been opened or used cannot be returned for refund.

3. Damaged or Faulty Shipments

If your shipment arrives damaged or leaking, notify our team within 48 hours with photos of the damaged packaging. We will send an immediate complimentary replacement via priority courier.

4. Refund Timelines & Methods

• M-Pesa Settlements: Disbursed directly to your paying Safaricom mobile number within 24 to 48 hours.
• Card Payments: Reversals credited to your card statement within 3–7 business days via Paystack.

5. How to Initiate a Return

To initiate a return or exchange:

• Call / WhatsApp: +254 (0) 791 200 019
• Email: concierge@illusions-spa.com with your order number.
• Drop-off Location: Rivaan Centre, Muguga Green, Westlands, Nairobi.