Refund & Returns Policy
Effective Date: 01 April, 2026
1. Overview
At Lyara, a brand by Emerald Hues Limited based in Nairobi, Kenya, we are committed to delivering high-quality products and ensuring customer satisfaction.
Due to the nature of our products (sanitary and hygiene items), our return policy is designed to prioritize both customer safety and product integrity.
2. Returns
For hygiene and safety reasons, Lyara ultra-soft Premium Sanitary Pads cannot be returned once the package has been opened or used.
We only accept returns under the following conditions:
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The product is unopened, unused, and in its original sealed packaging
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The return request is made within 48 hours of delivery
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The item is in the same condition as received
To request a return, please contact us with your order details.
3. Refunds
Refunds may be issued under the following circumstances:
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You received the wrong product
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Your order arrived damaged or defective
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Your order was not delivered
Once your request is reviewed and approved:
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Refunds will be processed via the original payment method (e.g., M-Pesa)
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Please allow 3–7 business days for the refund to reflect
4. Exchanges
We only replace items if they are:
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Defective
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Damaged during delivery
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Incorrectly fulfilled
If you need an exchange, contact us within 48 hours of receiving your order.
5. Non-Refundable Situations
We do not offer refunds or returns in the following cases:
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Opened or used products
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Requests made after the return window
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Damage caused after delivery
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Change of mind after purchase
6. Order Issues
If you experience any issues with your order, please contact us immediately. We are committed to resolving concerns quickly and fairly.
7. Contact Us
For returns, refunds, or any concerns, please reach out to:
Emerald Hues Limited
Nairobi, Kenya
Email: info@emeraldhuesltd.com
Phone: +254 (0) 712 345 678
8. Policy Updates
We may update this policy from time to time. Any changes will be reflected on this page.
We value your trust and are committed to providing a reliable and respectful shopping experience.