Returns & Refund Policy

Last Updated: June 2026

At Shushan Acres, we are committed to providing high-quality natural foods, wellness products, handcrafted personal care products, and digital resources. If there is a problem with your order, we will do our best to make it right.

Eligible Returns

We accept returns under the following circumstances:

You received the wrong item.
Your order arrived damaged during shipping.
The product was defective upon arrival.
The product is unopened, unused, and in its original packaging.

To request a return, please contact us within 48 hours of receiving your order.

Non-Returnable Items

For health, hygiene, and food safety reasons, we cannot accept returns on:

Opened food products
Opened honey
Opened herbal extracts
Opened herbal teas
Opened personal care products
Products that have been used
Downloadable digital products once they have been accessed or downloaded

Digital Products

Digital products including:

Journals
Planners
eBooks
Printable resources
Digital downloads

are delivered electronically and are non-refundable once access or download has been provided, unless the file is defective or cannot be accessed.

If you experience technical issues, please contact us and we will gladly assist you.

Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong item:

Contact us within 48 hours of delivery.
Include your order number.
Send clear photographs of:
- the parcel,
- the shipping label,
- and the damaged product.

Once verified, we will arrange a replacement or refund where appropriate.

Refunds

Approved refunds will be processed using the original payment method whenever possible.

Please allow 5–10 business days for refunds to be completed after approval.

Shipping charges are generally non-refundable unless the error was made by Shushan Acres.

Order Cancellations

Orders may be cancelled before they have been dispatched.

Once an order has been shipped, it cannot be cancelled.

Exchanges

We replace products only if they are:

damaged,
defective,
or the incorrect item was sent.

Our Commitment

Our products are carefully prepared in small batches using quality ingredients. If something isn't right with your order, we encourage you to contact us so we can find a fair solution.

Contact Us

If you have questions regarding returns or refunds, please contact us:

Shushan Acres

📧 Email: hello@shushanacres.co.ke

📱 WhatsApp: +254 796 365151

Product Quality

Due to the natural ingredients used in our products, slight variations in colour, texture, aroma, or appearance may occur from batch to batch. These natural variations are normal and do not affect the quality or effectiveness of the product. Such variations are not considered defects and are therefore not grounds for a return or refund.