Scope
This policy applies to products purchased directly from Viesta Health Nutrition and delivered within Kenya. It explains the operational process for reporting and resolving damaged, defective, expired, missing, or incorrectly supplied products.
This policy does not limit any consumer right or remedy that cannot lawfully be excluded under Kenyan law.
Eligible returns
Viesta will review a return request when the order can be identified and the reported issue falls within the applicable reporting period.
- A product that arrived visibly damaged, reported within 48 hours after delivery.
- An incorrect product supplied by Viesta, reported within 48 hours after delivery.
- An item missing from the delivered order, reported within 48 hours after delivery.
- A product that was expired when delivered, reported within 7 days after delivery.
- A product with a defect that was not reasonably visible at delivery, reported within 7 days after delivery.
Ineligible returns
Viesta does not accept returns because a customer changed their mind. A product is also ineligible when it was damaged, improperly used, or improperly stored after delivery.
Opened products are generally ineligible unless opening the product was reasonably necessary to discover a qualifying defect, expiry issue, incorrect supply, or another right that cannot lawfully be excluded.
Product condition
Where reasonably possible, keep the product unused, sealed, and in its original packaging while Viesta reviews the request. Keep all supplied labels, seals, accessories, and materials.
Do not send a product back before Viesta confirms that the return is eligible and provides return instructions.
Information needed
Viesta may request information reasonably needed to identify the order and assess the reported issue.
- The customer's order details.
- The original product and packaging, where available.
- The M-Pesa payment confirmation.
- Clear photographs or other evidence showing the damage, expiry, incorrect supply, missing contents, or defect.
How to request a return
Contact Viesta through the published business phone number or WhatsApp number within the applicable reporting period. Explain the issue and provide the requested order and payment information.
Viesta will review the request, may ask reasonable follow-up questions, and will confirm whether the request is eligible before arranging a return or other remedy.
Replacements and refunds
Where stock and the circumstances allow, a suitable replacement is the preferred remedy. If replacement is unavailable or inappropriate, Viesta will issue a refund through the original payment method. Store credit will only be used when the customer expressly agrees to it.
The appropriate remedy depends on the verified issue and does not restrict any remedy available under applicable law.
Refund timing
Viesta will initiate an approved refund through the original payment method within 7 business days after return eligibility is confirmed. The payment provider may require additional processing time before the funds appear in the customer's account.
Return delivery costs
Viesta will cover reasonable return delivery costs when it confirms that it supplied a damaged, defective, expired, or incorrect product. Viesta will also address reasonable delivery costs for a confirmed missing-item issue.
Order cancellations
A customer may ask to cancel an order before dispatch. Viesta will confirm whether cancellation remains possible and explain the refund process if payment has already been made.
After dispatch, a request is assessed under this Returns & Refund Policy. Dispatch does not create a right to return a product merely because the customer changed their mind.
Contact Viesta
Start a return or cancellation request through the phone or WhatsApp details published on the Viesta website. Include enough information for Viesta to identify the order and respond within the applicable reporting period.