Natra’s Conditions for Exchange and Return (Applicable for Both Online and Offline Sales)

At Natra, our customers’ satisfaction is important to us. Hence we understand the need for us to resolve situations in which what was delivered is not up to expectations. We drafted out the policy with fairness and your interest at heart. Allow us to list the different situations in which this may occur:

Situation 1: What was delivered is not what you ordered or is faulty.
Natra will definitely exchange the item without a doubt. Please allow us a 2-3 days grace.

Situation 2: What was delivered is not up to your expectations or the order was placed wrongly.
Only purchases made in the last 7 working days (Excluding Sat, Sun and Public Holidays) can be exchanged. Just inform our friendly sales person within 7 days of purchase.

We can do either a 1-to-1 exchange or issue a credit note for the item. Please note that for easy accounting purposes, we do not do refund cash. We will refund in terms of credit note for customer’s next purchase.
After informing us the need for exchange/return within 7 days of the purchase, the actual exchange/collection must be made within one month of your purchase, otherwise we would not be able to fulfil it. Should an urgent exchange be done, we advise the customer to drop by personally to our office. Just make arrangement with us before coming down. If you are unable to come down personally and/or have no order to place, we can make a trip to your location for the exchange with a delivery fee of Ksh 300.

Goods are only exchangeable if returned to us in condition as delivered (in original packaging with all accessories).

Special Ordered Items CANNOT be exchanged or returned.

Should we find that the exchanged items were tampered with upon its return to our office, we seek your understanding in Natra voiding the exchange.

Natra seeks customer’s help to facilitate the ordering process. Our sales people and Natra Online Team are always available to answer any product queries. We also strive to make the website as informative as possible but should there be instances in which any item shown lacks crucial information you need, we appreciate if you could call /email us to clarify before making the purchase.

For Online Customers, when in need of clarification on any products, you can also type the query on Remarks Section at shopping cart upon confirmation of your order. We will look into the enquiry/request upon receiving the order and will get back to you through telephone.

We also urge customer’s cooperation to check all orders (i.e. online check-out cart, email order or offline fax quotation) before confirmation.