Returns & Refund Policy
Last updated 2026-09-25
We want you to love every SWEETBIRDD and AURA SKIN product. If something isn’t right, here is how returns, exchanges and refunds work.
Returns within 7 days
You can return eligible items within 7 days of delivery for an exchange or a refund. We don’t charge a return fee. To be eligible, an item must be:
- Unopened and unused, with its seal, cellophane or tamper strip intact
- In its original packaging, with any free gifts included
- Returned with your order number or proof of purchase
Items we can’t take back
For hygiene and safety reasons, we can’t accept perfumes or skincare that have been opened, sprayed, used or had their seal broken — unless the item arrived damaged, faulty or not as ordered. We also can’t accept items damaged after delivery or returned more than 7 days after delivery.
Damaged, faulty or wrong items
If your order arrives damaged, leaking or faulty, or you receive the wrong item, contact us within 48 hours of delivery with your order number and photos. We’ll send a replacement or give you a full refund, including the delivery fee, at no cost to you.
How to return an item
- Contact us at info@sweetbirdd.com or +254 743 431 155 with your order number and the reason for the return.
- We’ll confirm whether the item can be returned and how — drop it off at one of our stores or we’ll arrange a collection.
- We inspect returned items within 2 business days of receiving them and let you know whether your refund or exchange is approved.
How refunds are paid
Approved refunds are processed within 7 business days, to your original payment method:
- Card payments (through Paystack): refunded to the same card. Your bank may take 5–10 business days to show it.
- M-Pesa payments (through Paystack): refunded to the M-Pesa number that paid.
- Pay on delivery: refunded by M-Pesa to the phone number on your order.
Refunds are made in the currency you paid (KES or USD) for the amount you actually paid, after any promo discount. Your bank may apply its own exchange rate. The delivery fee is refunded when an item was damaged, faulty or wrong, or when you cancel before dispatch.
Cancelling an order
You can cancel free of charge at any time before your order is dispatched — contact us as soon as possible and we’ll refund you in full. Once an order has shipped, the returns process above applies.
Payment problems
If you were charged but your order doesn’t show as paid, or you were charged twice, contact us with your payment reference. We’ll check with Paystack and refund any duplicate or unmatched payment in full.
Contact us
Email: info@sweetbirdd.com · Phone: +254 743 431 155
- BBS Mall, First Floor — Eastleigh, Nairobi
- Diamond Plaza 2, 1st Floor — Parklands, Nairobi