Simpli customer care
Clear policy. Human review.
If an order arrives wrong, damaged, defective, incomplete, or raises a genuine quality concern, our job is to understand what happened and put you in the right position. This page explains how returns, replacements and refunds are handled.
Need help with an order now?
Have your order number ready and tell us what happened. We will only ask for evidence that is reasonably useful for the issue.
WhatsApp supportQuick summary
The short version
Wrong, damaged or defective?
Contact us promptly. Once verified, the appropriate resolution may be a replacement, refund, or another suitable remedy.
Changed your mind?
Contact us before returning anything. Unopened, unused and sealed items may be considered; opened or used skincare is generally not returnable simply for preference or change of mind.
Reaction or safety concern?
Safety comes first. Stop using a product if you develop concerning symptoms and contact us. Safety review and any commercial remedy are handled as separate questions.
1. Return requests
Product condition matters, but it is not the only factor.
Unopened products
If you want to request a return because you changed your mind or ordered incorrectly, contact us before sending the item back. We will review the exact order, product condition and applicable obligations.
- Item should be unused.
- Original seal and packaging should be intact where applicable.
- Do not send a product back without return instructions.
Opened or used products
For hygiene and product-integrity reasons, opened or used skincare generally cannot be returned solely because of texture, scent, preference, or a change of mind.
This does not prevent review of a genuine defect, wrong item, quality concern, reaction report, or another situation where a remedy may still be appropriate.
Sale, promotional and clearance items: a discounted price does not remove review of a wrong, damaged, defective or otherwise materially problematic item.
2. When something went wrong
We classify the problem before choosing the remedy.
Wrong or missing item
If the product, size, variant or quantity does not match the order, we will verify the order and fulfillment record. A wrong size or variant is still a fulfillment error.
Damaged, leaking or compromised
Tell us if a bottle, pump, jar, seal or primary packaging arrives compromised. We distinguish cosmetic outer-box damage from damage that may affect product integrity.
Quality or authenticity concern
An unexpected smell, texture, colour or packaging difference is a signal to investigate; it does not automatically prove a product is defective or counterfeit. We will verify the exact product and available source information.
Delivery or payment problem
Courier failures and payment/order mismatches remain Simpli customer-service issues to manage. We will not ask you to solve an internal courier or reconciliation problem on our behalf.
No silent substitutions.
If the exact replacement product is unavailable, we will not quietly send a different product. Any alternative should be made clear and agreed before it is sent.
3. Reporting an issue
Tell us early so we can preserve the evidence.
For visible delivery issues such as a wrong, missing, damaged or leaking item, please contact us as soon as reasonably possible—ideally within 48 hours of delivery. This helps us check packing and courier evidence while it is still fresh.
A report made after 48 hours is not automatically rejected. The issue, evidence, circumstances and any applicable obligations still matter.
Order
Share your order number or another reliable order reference.
Explain
Tell us clearly what is wrong and which item is affected.
Show
Photos or video may help for damage, leakage, packaging or product-quality concerns.
Review
We verify the relevant order, product and delivery facts before confirming the next step.
We will not ask you to resend information we already reliably have, or demand unnecessary evidence for an obvious low-risk service failure.
4. Resolution
Replacement, refund or another appropriate remedy.
The remedy depends on what happened. A return request, refund request and approved refund are not the same state; we confirm the resolution before treating a case as complete.
| Situation | Typical review |
|---|---|
| Wrong item / wrong variant | Correct replacement, refund or another agreed resolution after verification. |
| Damaged / defective / compromised product | Product-integrity review followed by an appropriate replacement, refund or other remedy. |
| Missing item / delivery failure | Order and courier review. Customer resolution does not need to wait for Simpli to recover from a courier or supplier. |
| Approved change-of-mind return | Return instructions and any applicable return-delivery responsibility are confirmed before the item is sent back. |
Where a refund is approved, the amount is based on the actual transaction for the affected item(s), including applicable discounts—not today’s retail price. Store credit, where offered, is identified clearly and is not disguised as a cash refund.
Shipping and return-delivery treatment depends on the cause of the issue and the approved resolution. If the problem was caused by Simpli or the delivery process, we remain responsible for managing the customer-facing resolution.
5. Order cancellation
Contact us before dispatch where possible.
If you need to cancel or correct an order, contact us as soon as possible. Whether an order can still be cancelled depends on its actual fulfillment state. Once a parcel has been dispatched, the available path may become a return or service-resolution process instead of a cancellation.
6. Reactions & skincare safety
A reaction report is treated seriously, without guessing the cause.
If you are reacting
Stop using the product if you develop significant burning, swelling, rash or other concerning symptoms. Seek appropriate professional evaluation where symptoms are significant, severe or persistent.
What Simpli will do
We record the reaction as a reported safety concern, not as automatic proof that the product caused it. Safety review can proceed separately from any refund, replacement or other commercial resolution.
Simpli provides skincare guidance within cosmetic scope and does not diagnose medical conditions.
7. Packaging & product variations
A difference is a reason to verify—not a reason to assume.
Brands may change packaging, batches or formulations over time. A difference in colour, scent, texture or packaging does not by itself prove a defect or authenticity problem. If the difference is material or concerning, contact us and we will investigate the exact product rather than dismissing the concern.
8. Your rights
This policy does not remove rights provided by applicable Kenyan law.
Nothing on this page is intended to exclude or misrepresent a consumer right, remedy or obligation that applies to the transaction. Where applicable law requires a different or stronger remedy than this policy, the applicable requirement takes precedence.
For online orders, the information shown at checkout, the order you accepted, the amount actually paid and the fulfillment record remain important evidence when a complaint or refund is reviewed.
Need us to fix something?
Talk to Simpli.
Tell us what happened and give us the order reference. We will route the issue to the right review instead of treating every complaint the same way.
WhatsApp 0788 004242Email usVisit us
Iconic Business Plaza
Moi Avenue, Nairobi
Please contact us before physically returning an item so we can confirm the correct return path.
Last updated: 21 August 2026.