Effective Date: 25th July 2026

At Eastnat Foods, we care deeply about your experience with us. Every product is made with love and inspected carefully before it leaves our hands, and your happiness with what you receive genuinely matters to us.

If something about your order doesn’t feel right, please reach out. We’d love the chance to make it better. This policy walks you through when a return, refund, replacement, or store credit is eligible. It also helps us keep our products safe, fresh, and fair for every customer we serve.

Because many of our products are fresh and highly perishable, a few of our return conditions look a little different from what you’d see with long shelf life items. Thank you for understanding. We’re always here to resolve genuine concerns as quickly and fairly as we can.

1. When You May Be Eligible for a Return

We’ll be glad to look into a return, refund, replacement, or store credit if:

  • You received the wrong product.
  • What arrived doesn’t match what you ordered.
  • Your order arrived damaged or leaking.
  • The packaging looks like it may have been tampered with before delivery.
  • The product has a manufacturing or quality defect.
  • The product had already expired when it reached you.
  • A shelf stable  product arrived with an unreasonably short shelf life remaining.
  • Something you paid for was missing from your order.
  • The product was damaged while in our care or in transit.
  • The product simply didn’t meet the quality standards you expect from Eastnat. 

We review every request individually, with care, through our Customer Care and Quality Assurance teams.

2. A Few Situations We May Not Be Able to Accommodate

To keep things safe and fair for all our customers, there are some situations where we may not be able to approve a return, refund, or exchange:

  • Simply changing your mind or a shift in personal preference.
  • The product meets all quality standards, but you do not like it’s natural aroma and taste. 
  • The product has been opened, consumed, or largely used, unless the issue is about quality or a manufacturing defect.
  • The product wasn’t stored according to the instructions provided.
  • No manufacturing or quality defect can be found.
  • The reporting window (below) has already passed.
  • We’re unable to confirm proof of purchase.
  • The product appears to have been intentionally altered or damaged after delivery.
  • The item was clearly marked and purchased as clearance or final sale.

If your request doesn’t quite meet these criteria, our team will gently explain why and, wherever we can, suggest another way to help.

3. Reporting Timeframes

So we can look into things quickly on your behalf, we’d appreciate hearing from you within these windows:

Fresh Products

Freshly prepared items such as juices are meant to be enjoyed right away and have a very short shelf life. Because of this, we’re unable to offer returns, refunds, or exchanges on these once delivered.

Highly Perishable Refrigerated Products

Examples include:

  • Seamoss Gel
  • Dawa
  • Fresh wellness shots
  • Any other refrigerated products

Please let us know:

  • Within 6 hours of purchase, for items bought directly from an Eastnat outlet. 
  • Within 4 hours of delivery for items delivered within the same day of dispatch. 
  • Within 24 hours of dispatch, for items delivered via overnight courier.

Shelf-Stable Products

For products with a shelf life of three (3) months or longer, please reach out within three (3) calendar days of purchase.

Incorrect or Missing Orders

If anything in your order seems incorrect or missing, please let us know within 6 hours of delivery so we can sort it out for you as quickly as possible.

4. Returning a Product

If a physical return is needed, we kindly ask that you send the product back:

  • In its original packaging, where reasonably possible.
  • Along with your receipt or other proof of purchase.
  • With any remaining contents included, where applicable.
  • Along with any promotional items that came with your purchase, where relevant.

This helps us carry out a fair and accurate assessment on your behalf.

5. How to Reach Us

If something’s not quite right with your order, we’re here for you.

Please get in touch through:

Phone: 0711 109 431

Email: [email protected].ke

To help us assist you as quickly as possible, it’s helpful if you can share:

  • Your name and contact details
  • Receipt or order number
  • Product name
  • Date of purchase
  • Batch number (where applicable)
  • A short description of the issue
  • Clear photos and videos, of the product. 

The more detail you can share, the faster we can help.

6. What Happens Next

Once we hear from you:

  • We’ll acknowledge your message as soon as we can.
  • Our Customer Care team will take an initial look within two (2) working days. 
  • Sometimes, photos are enough for us to assess what happened.
  • If needed, we may kindly ask you to bring the product to your nearest Eastnat branch for a closer look.
  • Our Quality Assurance team will assess it carefully.
  • If we need anything further from you, we’ll be in touch.
  • Once we’ve completed our review, we’ll share our decision and the next steps with you.

7. Refunds

Where a refund is approved:

  • We aim to process it within four (4) working days of approval.
  • Wherever possible, we’ll refund you through your original payment method.
  • If that’s not possible, we’ll agree on another option together with you.

Please note that delivery charges are generally not refundable, unless the return was due to an error on our part.

8. Replacements and Store Credit

Depending on the situation, we may offer:

  • A replacement of the same product.
  • An alternative product of equal value (with your agreement).
  • A store credit (credit note).
  • A refund, where appropriate.

Our goal is always to find the solution that works best for you, while staying fair to all our customers.

9. Return Delivery Costs

If the return is needed because we sent the wrong product, the item was defective, or it was damaged before reaching you, Eastnat will happily cover reasonable return costs.

Where the return isn’t due to an error on our part, return transport or courier costs will usually be the customer’s responsibility.

10. Helping Us Help You

We want every customer’s concern to get the attention it deserves.

To make that possible, we may sometimes be unable to approve a request if the information provided is incomplete, unclear, or doesn’t give us enough to go on.

If we need more information from you, we’ll always let you know.

11. Our Commitment to You

Our responsibility under this policy is to resolve concerns about the affected product through an appropriate refund, replacement, exchange, or store credit.

12. Questions?

If you have any questions about this policy or need a hand with your order, we’d genuinely be delighted to help.

Eastnat Foods

Phone: 0711 109 431

Email: [email protected] 

Website: www.eastnat.co.ke

 

Thank you for choosing Eastnat. We’re truly grateful for your support and for the chance to serve you.