This Acne Awareness Month, take back your glow with MYDAWA.  Shop trusted & affordable Acne skincare today. Shop now

Search
Recent Searches
    Trending Searches

    Download the myDawa App

    App Store Download for iOS
    Google Play Download for Android
    Icon
    Delivery to
    80100, Mombasa
    Icon

    Choose Your Location

    Sign in to manage delivery addresses and get faster checkout.

    Sign in to your account New here? Create account
    Customer Care

    Return & Refund Policy

    Your satisfaction matters to us. Here's everything you need to know about returning products and requesting refunds.

    48-Hour Return Window Full Refund Available Original Payment Method

    Overview

    At MYDAWA.com, we do everything possible to make sure that you are completely satisfied with our products. We have an authentication process that ensures that the products delivered to you are of high quality.

    Return window
    48 hours
    Credit note ready
    Within 24 hrs
    Refund processed
    1 business day
    We recommend you inspect your order as soon as it is delivered. We are not able to accept returned products that have been opened or used unless they are defective.

    Eligibility

    Eligible for Refund
    • You received a defective item
    • Item lost or damaged during transit
    • Item is past its expiry date
    • Wrong item / colour / size / model delivered
    • Item received with missing parts or accessories
    • Packaging was damaged on arrival
    Not Eligible
    • Change of mind
    • Item purchased by mistake
    • Product opened or used (unless defective)
    • Return request after 48-hour window
    • Item damaged by customer after delivery

    Items must be returned in their original packaging in an unused state. Please keep the receipt as emailed to you or contained inside your package.

    Return Policy

    In the case you need to return a product, please contact our helpdesk within 48 hours after delivery. We do not accept returns after the returns period has lapsed.

    Health & hygiene products: Certain product categories cannot be returned for health and hygiene reasons, or if they may deteriorate or expire rapidly. You are only entitled to return these items if you received the wrong item or a damaged or defective item.
    Damaged after delivery: We do not accept returns of used or worn items unless the reason for return is that the item stopped working or became damaged or defective after reasonable use.

    Any products that you wish to return must be in the original packaging and unopened. If the product to be returned does not meet these conditions, we will be unable to offer a refund.

    Cancellation Policy

    Orders can only be cancelled within 2 hours of placing them.

    If you need to cancel an order, please do so within 2 hours after placing it. You can do so by:

    Refund Policy

    We will provide a full refund or credit note when a valid return reason is confirmed. Refunds are processed through your original method of payment.

    Credit note: Available in your MYDAWA account within 24 hours of receipt and resolution of a valid complaint.
    Refund: Processed within 1 business day. Reversal timing depends on your payment provider's policy.
    We will only process refund requests received within 48 hours (2 days) of initial payment.

    How to Request a Refund

    1

    Contact our helpdesk within 48 hours of receiving your order by phone, email, or online chat.

    2

    Provide your order details and the reason you are requesting a refund. The more detail the better — we take customer feedback very seriously.

    3

    Return the product in its original, unopened packaging along with your receipt (emailed or from inside the package).

    4

    Once we receive and verify the return, we'll process your credit note or refund via your original payment method.

    Need help with a return?

    Our customer care team is available from 8 am to 10 pm, 7 days a week.

    Call 0111 054 949 support@mydawa.com Live Chat

    Checkout Expiry

    10:00

    Complete your order within this time

    Order Tracker
    Your Order Has Been Received