Refund policy

Refund & Returns Policy

Last updated: February 2026 · Applies to all orders placed on marinaskin.co.ke and via WhatsApp / Instagram DM

At Marina Skin Collective, we stand behind every product we sell — from our handcrafted Dreamvibe formulas to every curated international brand we stock. We want you to love what you ordered. If something isn't right, we will always work with you to make it right.

1. Our Commitment to You

Every order is carefully inspected before it leaves us. Our Dreamvibe formulas are batch-tested in-house, and every curated product is sourced from verified suppliers. We do not sell expired, tampered, or counterfeit products — ever.

We understand that occasionally things go wrong in transit. In those cases, we will resolve it promptly and fairly.

2. What We Accept Returns & Refunds For

We accept returns and offer refunds or replacements in the following situations:

Damaged or broken product — arrived cracked, leaking, or damaged during delivery
Wrong item sent — you received a different product or variant than what you ordered
Missing items — part of your order was not included in your delivery
Significantly not as described — the product is materially different from what was listed on our website
Expired product — the product arrived past its expiry date

Important: All claims must be raised within 48 hours of receiving your order. We require clear photo or video evidence of the issue. Please photograph your package immediately upon opening.

3. What We Do Not Accept Returns For

Due to the nature of skincare and hygiene products, we cannot accept returns in the following cases:

Products that have been opened, used, or partially consumed — unless defective
Skin reactions or sensitivities — all skin types respond differently. We strongly recommend patch testing every new product before use
Change of mind after purchase
Products purchased on sale, during a promotion, or as part of a bundle — unless defective
Incorrect shade, size, or variant chosen by the customer at checkout
Delivery delays caused by courier services outside our control
Orders where an incorrect delivery address was provided at checkout
Pre-order items — all pre-orders are final once a deposit has been paid

💛 A note on skin reactions: We know how frustrating this can be. If you experience a reaction, please reach out — we genuinely want to help. Our skin advisor can recommend alternatives better suited to your skin, even if we cannot process a refund.

4. Dreamvibe In-House Formulas

Our Dreamvibe formulas are handcrafted in small batches in Nairobi using natural, vegan, and cruelty-free ingredients. Each batch is quality-checked before dispatch.

If a formula arrives damaged or leaking, we will replace it at no cost
If the product smells, looks, or feels genuinely wrong — contact us within 48 hours with photos. We take quality concerns about our own formulas very seriously
Colour and texture variation between natural batches is normal and is not grounds for a return

5. Curated International Products

For all K-Beauty, US, and UK brands we stock — including COSRX, Anua, Beauty of Joseon, The Ordinary, CeraVe, La Roche-Posay, and others:

All products are sourced from verified suppliers and authorised distributors
We do not sell grey-market or unverified stock
If you suspect a product is not authentic, contact us immediately with photos — we will investigate and resolve it
The same 48-hour claims window applies to all curated products

6. How to Raise a Claim

WhatsApp: +254 795 407 791 (fastest response)
Instagram DM: @marinaskincollective
Contact page on marinaskin.co.ke

Please include: your order number, full name, contact number used to order, a clear photo or video of the issue, and a brief description of what happened.

We respond to all claims within 24 hours on business days (Monday–Saturday, 8am–7pm EAT).

7. Refund Options

Once your claim is approved, we will offer one of the following:

Replacement — a new product sent at no additional cost (our preferred resolution)
Store credit — applied to your account for use on a future order
Full refund — returned to your M-Pesa or original payment method within 3–5 business days of approval

Refund timing: M-Pesa refunds are typically received within 24 hours of processing. Card refunds may take 3–5 business days depending on your bank.

8. Return Shipping Costs

If the return is due to our error — Marina covers all return shipping costs
For any other approved return — the customer is responsible for return shipping
We recommend using a tracked courier. Marina Skin Collective is not responsible for items lost in return transit

9. Pre-Orders & Deposits

Deposits are non-refundable once an order has been placed with our supplier
If we are unable to fulfil a pre-order for any reason, your deposit will be refunded in full
Pre-order timelines are estimates — delays due to international shipping or customs are not grounds for cancellation once an order is placed

10. Patch Testing Reminder

🌿 We strongly recommend patch testing every new product before use — especially if you have sensitive or reactive skin. Apply a small amount to your inner wrist or behind your ear and wait 24 hours before applying to your face. This applies to all products, including Dreamvibe formulas.