Refund & Return Policy

HIGH STAR LIFE LTD | Effective Date: 04/10/2026

At HIGH STAR LIFE LTD, operating via highstarlife.co.ke and highstarlife.com, we strive to ensure a hassle-free shopping experience for both our wholesale and retail customers. If you are not completely satisfied with your purchase, our Return and Refund Policy outlines how we handle returns, replacements, and refunds in accordance with Kenyan consumer protection standards.

7-Day Return Window

Return eligible products within 7 days of delivery.

Easy Returns

Free returns at our Syokimau hub or via designated delivery.

Fast Refunds

Refunds processed directly via M-Pesa or Bank Transfer upon inspection.

1. Return Window & Eligibility Conditions

You may request a return within 7 days from the date of item delivery or collection. To qualify for a return, the following conditions must be met:

  • Valid Reasons for Return:
    • Item received is damaged, defective, or faulty upon arrival.
    • Wrong item or size/variant delivered compared to your order confirmation.
    • Expired, near-expiry, or unsealed product at the time of delivery.
    • Incomplete package or missing items/accessories.
  • Condition Requirements: The product must be in its original packaging, unopened (where applicable for sealed goods), unused, with all accessories, labels, and tags intact.
  • Proof of Purchase: You must present the original order invoice, receipt, or M-Pesa transaction confirmation.

2. Non-Returnable & Non-Refundable Categories

For health, safety, and hygiene reasons, certain product categories sold by HIGH STAR LIFE LTD cannot be returned or exchanged once opened, unsealed, or delivered in good condition:

  • Food, Groceries & Perishables: Unsealed or partially used Cereals, Beverages, Fats & Oils, Sugars, Salts & Spices, Food Additives, and Snacks (unless delivered expired or damaged).
  • Personal Care & Baby Goods: Opened Baby Products, Tissues & Serviettes, personal hygiene items, and cosmetics.
  • Chemicals & Cleaning Supplies: Opened or unsealed detergents, disinfectants, and cleaning agents.
  • Clearance / Final Sale Items: Products explicitly marked as non-returnable or sold on clearance sales.

3. How to Initiate a Return

Follow these steps to submit a return request:

  1. Submit Request: Contact our customer support team within 7 days via phone at 0700 435 435 or email info@highstarlife.com with your Order ID, clear photos of the issue, and description of the defect or reason.
  2. Quality Check Verification: Our team will review your request and confirm return authorization.
  3. Item Drop-off / Collection:
    • Option A (Drop-off): You can bring the product directly to our warehouse/office located at Chady Road, Syokimau, Machakos County.
    • Option B (Courier/Rider Pick-up): For verified errors made by HIGH STAR LIFE LTD (e.g., wrong or damaged goods shipped), we will arrange rider pick-up at no extra charge. If the return is due to customer change of mind, courier return fees may apply.

4. Quality Inspection & Refund Process

Once your returned item is received at our facility, our Quality Assurance team will conduct a thorough physical inspection within 24 to 48 hours.

  • Approved Returns: If the claim is verified, you will be offered the choice of a replacement product, store credit, or a direct monetary refund.
  • Rejected Returns: If the returned product does not meet the eligibility conditions (e.g., missing original packaging, deliberate damage, or post-delivery wear), the item will be sent back to you with an explanation.

5. Refund Timelines and Methods

Refunds are processed promptly following successful quality evaluation:

Payment Method Used Refund Method Processing Time
M-Pesa M-Pesa Transfer 24 – 48 Hours
Bank Deposit / EFT Bank Transfer 2 – 4 Business Days
Wholesale Account Balance Store / Credit Note Immediate

Note: Delivery charges are non-refundable unless the return is a result of an error on our part (e.g., incorrect or defective item delivered).

6. Wholesale & Bulk Orders

For commercial and wholesale orders, goods must be inspected at the point of delivery alongside our dispatch team or courier partner. Any discrepancies in quantity, damaged outer cartons, or defective batches must be indicated on the delivery note/manifest and communicated to info@highstarlife.com within 24 hours of receipt.

Questions About Returns?

Our customer care team is available to assist you with any return or refund requests:

HIGH STAR LIFE LTD

📍 Location: Chady Road, Syokimau, Machakos County, Kenya

📮 Postal Address: P.O. Box 24493-00100, Nairobi, Kenya

📞 Phone / WhatsApp: 0700 435 435

✉️ Email: info@highstarlife.com

🌐 Websites: highstarlife.co.ke | highstarlife.com