Mysupplements eShop
Effective Date: 10th September 2026
Last Updated: 10th September 2026
1. Introduction
Thank you for shopping with Mysupplements eShop.
Mysupplements eShop is an independent distributor of NeoLife products in Kenya. We sell NeoLife products directly to retail customers through our online store at mysupplements.co.ke.
We are committed to providing genuine NeoLife products and to handling product concerns, returns, exchanges and refunds fairly and transparently.
This Returns, Refunds & Exchanges Policy explains the circumstances in which products purchased through our website may be returned and how an approved refund, replacement or other remedy will be handled.
2. Our Relationship with NeoLife
Mysupplements eShop operates as an independent NeoLife distributor and is not NeoLife International Ltd or NeoLife Kenya.
Our distributorship is governed by the applicable NeoLife Retail Sales Agreement, NeoLife policies and procedures, as well as applicable laws and regulations of Kenya.
Consequently, certain product returns and product-related claims may be subject to the applicable NeoLife requirements.
Where a return or product claim has to be processed through NeoLife’s distributor procedures, Mysupplements eShop will facilitate the process with the customer as reasonably practicable.
However, the terms governing the relationship between NeoLife and its distributor do not necessarily constitute the terms of sale between Mysupplements eShop and an individual retail customer.
The customer’s rights under this policy and applicable Kenyan law therefore remain applicable to the retail transaction.
3. Customer Returns and Product Satisfaction
If you are dissatisfied with a NeoLife product purchased from Mysupplements eShop, please contact us as soon as reasonably possible.
Depending on the nature of the issue, the applicable NeoLife product/customer guarantee, the condition of the product and applicable Kenyan law, an eligible claim may result in:
- a replacement of the product;
- a refund;
- a product credit;
- an exchange; or
- another appropriate remedy.
The remedy available will depend on the circumstances of the particular claim.
Please do not dispose of the product before contacting us, particularly where the product is being returned because of dissatisfaction, damage, suspected defect or an incorrect delivery.
4. Products That May Be Returned
A return may be considered where, for example:
a. The product is defective
If you believe that a product is defective, please notify us and provide details of the problem.
We may request photographs, product batch/date information or other information reasonably necessary to investigate the claim.
b. The wrong product was supplied
If we supplied a product different from the product ordered, please contact us promptly.
We will arrange the appropriate correction, subject to verification of the order.
c. The product was damaged when received
If a product arrives damaged, please notify us as soon as possible.
Where practicable, retain the product, packaging and delivery materials until we advise you how the matter will be handled.
d. You are dissatisfied with an eligible NeoLife product
Where the product is covered by the applicable NeoLife customer satisfaction/guarantee arrangements, we will assist you in making the appropriate claim.
Where the applicable guarantee permits return of an unused or partially used product, the customer may be required to return the relevant portion of the product in accordance with the applicable NeoLife procedure.
5. Opened or Partially Used Products
Opening or using a product does not automatically mean that a customer cannot make a product-satisfaction claim.
However, the eligibility of an opened or partially used product for a refund, replacement or other remedy will depend on:
- the applicable NeoLife customer/product guarantee;
- the reason for the return;
- the condition of the product;
- whether the product has been misused or intentionally damaged;
- applicable return procedures; and
- applicable Kenyan law.
Customers should therefore contact us before discarding the product.
6. Products That Have Been Misused or Intentionally Damaged
A return or product-satisfaction claim may be declined where the product has been intentionally damaged or misused.
Examples may include:
- failure to follow storage instructions;
- improper handling;
- deliberate damage;
- contamination caused after delivery;
- alteration of the product;
- use contrary to the product instructions; or
- other conduct that has caused the product to become unsuitable for return.
This does not affect any mandatory legal rights a customer may have in relation to a defective or incorrectly supplied product.
7. Change-of-Mind Returns
If you simply change your mind after purchasing a product, please contact us before returning it.
A change-of-mind request will be assessed according to the applicable return terms, the condition of the product and applicable Kenyan law.
Because some products may be subject to specific NeoLife return requirements, customers should not assume that a change-of-mind return will automatically qualify for a refund.
Where a change-of-mind return is accepted, any applicable conditions concerning the condition of the product, packaging, return costs or refund amount will be communicated to the customer.
8. Return Period
Customers should notify Mysupplements eShop of a return request as soon as reasonably possible after discovering the issue.
Where a particular NeoLife product guarantee or applicable law prescribes a specific period for making a claim, that period will apply.
Where no specific period applies, the customer should notify us within a reasonable period having regard to the nature of the product and the reason for the return.
The date on which the customer contacts Mysupplements eShop may be important in determining whether the return qualifies under the applicable NeoLife procedure.
9. Proof of Purchase
We may require reasonable proof that the product was purchased from Mysupplements eShop.
Acceptable evidence may include:
- order number;
- order confirmation;
- invoice;
- receipt;
- payment confirmation;
- delivery confirmation; or
- other information that reasonably establishes the purchase.
Where a NeoLife procedure requires verification of the product, we may also require information appearing on the product packaging, including applicable product or date codes.
10. Return Authorisation
Please do not send products back without first contacting us.
Before returning an item, please contact Mysupplements eShop and provide:
- Your name;
- Order number;
- Date of purchase;
- Product name;
- Quantity purchased;
- Reason for the return;
- Whether the product has been opened or used; and
- Photographs where the product is damaged, defective or incorrectly supplied.
We will review the request and provide return instructions where a return is appropriate.
Products sent to NeoLife or another address without prior instructions may result in delays in processing the claim.
11. Refunds
Where a refund is approved, Mysupplements eShop will refund the amount applicable to the approved return.
The amount of the refund may depend upon:
- the actual price paid by the customer;
- the product returned;
- any promotional discount applied to the order;
- the applicable NeoLife return/customer guarantee;
- the reason for the return;
- applicable delivery or return costs; and
- applicable Kenyan law.
We will communicate the applicable refund or other remedy to the customer once the return has been assessed.
12. Return and Delivery Costs
Responsibility for return delivery costs depends on the reason for the return.
Where the product was incorrectly supplied or the problem is attributable to an error by Mysupplements eShop, we will make appropriate arrangements regarding the return.
Where a customer is returning a product because of dissatisfaction or another reason not attributable to an error by Mysupplements eShop, the applicable NeoLife/customer return requirements will determine the treatment of return and delivery costs, subject to applicable law.
Customers should contact us before incurring significant return shipping expenses.
13. Refund Processing Time
Once a return has been approved, we will initiate the applicable refund as soon as reasonably practicable.
The time required for the refund to reach the customer may depend upon:
- verification of the returned product;
- any applicable NeoLife processing requirements;
- the payment method used;
- mobile-money processing;
- banking or card-processing times; and
- circumstances outside our reasonable control.
Where a claim requires processing or approval through NeoLife, the NeoLife processing period may affect the overall time required to conclude the claim.
14. Exchanges and Replacements
Where an eligible return qualifies for a replacement, we may replace the product with:
- the same product; or
- another product where this is agreed and permitted under the applicable return arrangements.
Where the replacement product has a different value, any resulting price difference will be communicated to the customer before the exchange is completed.
15. Promotional Purchases and Discounts
Where a product was purchased as part of:
- a promotional offer;
- discounted sale;
- bundle;
- multi-product offer;
- voucher;
- coupon; or
- other special pricing arrangement,
the refund will generally be calculated with reference to the actual amount paid and the applicable promotional terms.
Returning only part of a promotional bundle may affect the price or discount applicable to the products retained by the customer.
16. Orders That Have Not Yet Been Dispatched
If you wish to cancel an order, contact us as soon as possible.
We will make reasonable efforts to cancel an order that has not yet been processed or dispatched.
Once an order has been dispatched or delivered, the request may instead need to be handled under the applicable returns procedure.
Any cancellation rights provided by mandatory Kenyan law remain unaffected.
17. Special Treatment of NeoLife Products
NeoLife products are subject to the applicable NeoLife product, customer satisfaction and distributor policies.
Mysupplements eShop therefore reserves the right to request information reasonably required to determine whether a product qualifies for return under the applicable NeoLife procedures.
This may include:
- product name;
- product code;
- batch/date code;
- quantity;
- proof of purchase;
- condition of the product;
- unused or remaining contents; and
- reason for the return.
This information may also be necessary for us to comply with our obligations as a NeoLife distributor.
18. Important Distinction: Customer Returns vs Distributor Inventory Repurchase
The NeoLife Retail Sales Agreement contains provisions governing the circumstances in which NeoLife may repurchase qualifying inventory from its Distributor.
Those provisions apply to the relationship between the Distributor and NeoLife and should not be interpreted as a blanket promise that every retail customer is entitled to the same repurchase terms.
For example, the Retail Sales Agreement contains provisions under which, in specified circumstances following termination of the distributorship, qualifying inventory may be repurchased by NeoLife subject to stated conditions, including requirements relating to:
- the circumstances of termination;
- proof of purchase;
- product/date codes;
- product condition;
- applicable bonuses, commissions, rebates, rewards and overrides; and
- the applicable repurchase price.
These distributor-level arrangements do not replace the retail customer’s rights in relation to a purchase made from Mysupplements eShop.
19. Termination of the Mysupplements–NeoLife Distributorship
If the distributorship relationship between Mysupplements eShop and NeoLife is terminated, any repurchase of inventory by NeoLife will be governed by the applicable NeoLife Retail Sales Agreement and NeoLife procedures.
Such a distributor-to-NeoLife repurchase process does not automatically constitute a cancellation or refund of a customer’s retail purchase.
Mysupplements eShop will continue to deal with outstanding customer matters in accordance with applicable customer terms, NeoLife requirements and Kenyan law.
20. Fraudulent or Abusive Returns
We reserve the right to investigate suspected fraudulent or abusive return requests.
This may include:
- claiming a refund for a product not purchased from us;
- submitting false information;
- deliberately damaging a product;
- seeking more than one refund for the same purchase;
- returning materially different products;
- repeated abusive return requests; or
- attempting to obtain a refund through dishonest means.
Nothing in this section limits any legitimate rights available to customers under Kenyan law.
21. Consumer Rights Under Kenyan Law
This policy is intended to operate consistently with the laws of Kenya.
Nothing in this policy is intended to exclude, restrict or waive a consumer right or remedy that cannot lawfully be excluded, restricted or waived.
Where applicable Kenyan consumer-protection law provides a customer with a right to a refund, cancellation, replacement, repair or other remedy, that statutory right will apply.
22. How to Start a Return or Refund Request
To initiate a return, refund, replacement or exchange request, contact:
Mysupplements eShop
Independent NeoLife Distributor – Kenya
Website: https://mysupplements.co.ke
Email: shop@mysupplements.co.ke
Phone / WhatsApp: +254 723 35 15 16
Physical Address: Chester House, Koinange Street, Nairobi, Kenya
Please include your order number in all correspondence concerning an existing purchase.
We will review your request and advise you of the appropriate next steps.
23. Amendments to This Policy
We may update this Returns, Refunds & Exchanges Policy from time to time to reflect changes to:
- NeoLife policies and procedures;
- our business processes;
- payment and delivery arrangements;
- applicable Kenyan laws and regulations; or
- other operational requirements.
The version published on our website will apply to purchases subject to any rights that cannot legally be excluded or altered.