Coastal Basics Exchange and Refund Policy

At Coastal Basics, we want you to be happy with your purchase, always. If you need to exchange an item, please review the guidelines below.

Exchanges for Orders Fulfilled Within Kenya

For orders delivered within Kenya, exchanges can be requested on the same day your order is delivered.

If you were unavailable at the time of delivery, we understand that you may not have been able to inspect your order immediately. In this case, an exchange request may be made within 24 hours of delivery.

To qualify for an exchange, the item must:

• Be in its original condition.

• Not have been worn or used.

• Have no signs of wear and tear, damage, stains, or alterations.

• Not have any perfume, fragrance, or other noticeable scents.

• Not show any indication that it has previously been worn.

• Be returned in the condition in which it was received.

Items Delivered Outside Nairobi County

Orders that are couriered outside Nairobi County are not eligible for exchanges. Please take extra care to select the correct item, size, colour, and style before completing your purchase.

International Orders

Unfortunately, international orders are not eligible for exchanges. We kindly ask that you carefully confirm your preferred size, item, and colour before placing your order.

If We Send You the Wrong Item

If you receive an incorrect item due to an error on our part, please contact us as soon as possible. We will be happy to facilitate the exchange at no additional cost to you.

If You Selected the Wrong Item or Size

If you selected the wrong item, size, or colour and would like to request an exchange, an exchange may be facilitated where eligible under the policy above.

In this case, the customer is responsible for any additional delivery or courier costs; associated with the exchange.

Store Credit

If you are unable to exchange an eligible item within the applicable exchange period, we may offer store credit that can be used toward a future purchase. Store credit is not redeemable for cash.

Need Help?

We understand that circumstances can vary. If you have an issue with your order that is not addressed above, please reach out to us and we will do our best to assist you.

You can contact Crystal Basics through our official WhatsApp channel, Instagram DM, or email.

Coastal Basics Refund Policy

At Coastal Basics, all purchases are final sale and we do not offer cash or monetary refunds.

If you experience an issue with your order, we encourage you to contact us as soon as possible so that we can explore the appropriate solution with you.

Where an exchange is applicable, eligible items may be exchanged in accordance with our Exchange Policy.

Where an exchange is no longer possible but the circumstances qualify, store credit may be offered for use toward a future purchase.

Please note that store credit cannot be exchanged for cash or refunded to the original payment method.

If you received the wrong item due to an error on our part, please contact us and we will facilitate an appropriate resolution at no additional cost to you.

For any questions, concerns, or special circumstances, please contact us through our official WhatsApp channel, Instagram DM, or email. We are always happy to help!