At iOShea Care, we want you to feel safe and confident when you shop with us. If something is not right with your order, we help you fix it quickly and fairly. This page explains when refunds or returns apply and how to request them.

1. When you can request a return or refund

You may request a return or refund if
your product arrives damaged
you receive the wrong item
items are missing from your order
a product is defective or unusable

We handle each case with care to make sure you get the support you need.

2. Report issues within 48 hours

If there is a problem, contact us within 48 hours of receiving your order.
Send us clear photos and a short explanation. This helps us review your case fast and offer the right solution.

3. Condition of returned items

To qualify for a return, products must be
unused
unopened
in their original packaging

This ensures we can process returns safely and maintain high hygiene standards.

4. Items that cannot be returned

For health and hygiene reasons, some items cannot be returned once opened. These include
baby diapers
baby pants
baby wipes
adult diapers and pants
sanitary pads
bedpads

We can only replace or refund these items if they arrived damaged, defective, or incorrect.

5. How refunds are issued

If your refund is approved, we return the money through the same payment method you used for the order.
Refund processing time depends on your payment provider, but we share updates until the process is complete.

6. Replacements and exchanges

In many cases, a replacement is the fastest option.
If the item you ordered is available, we send a new one after reviewing your claim.
If it is out of stock, we may offer an alternative product or a refund.

7. Wrong size or incorrect item ordered

If you ordered the wrong size or product, reach out and we will help you find the correct one.
Returns for customer mistakes may include additional delivery fees.

To avoid size issues, we always encourage messaging us on WhatsApp for guidance before ordering.

8. Bulk and facility orders

For clinic, shop, or hospital orders
returns depend on the size of the order and packaging condition
partially used cartons cannot be returned
we may apply restocking fees for large cancelled orders

We plan and prepare bulk orders carefully, so clear communication helps us serve you better.

9. Courier delays or delivery problems

We help you track missing or delayed parcels, but courier delays caused by weather, road conditions, or external issues are not grounds for refunds.
However, if your parcel is lost by the courier, we work with them to resolve it and support you until it is settled.

10. How to contact us for returns

If you want to request a refund or return, contact us through

Tel / WhatsApp: +254 792 617053
Email: hello@ioshea.co.ke

Share your name, order number, photos, and a short description of the issue.
We respond as soon as possible and guide you step by step.