Returns & Exchange Policy

Last updated: 31 May 2026

Cuppie products are intimate by nature, and hygiene comes first. For your safety and the safety of every other customer, our policy is strict — please read it before you order.

Double-check before you buy

Sizes, colours, and product types matter with intimate care. Before you place an order:

  • Review our size guide carefully — especially for menstrual cups, discs, period underwear, and reusable pads.
  • Confirm the product, variant, and quantity in your cart.
  • If you’re unsure, message us on WhatsApp before checkout. We’re happy to help you choose.

A few minutes of checking saves a return that we may not be able to accept.

Period underwear and reusable pads — final sale

For hygiene reasons, period underwear and reusable pads cannot be returned, exchanged, or refunded once your order has been dispatched — opened or not. Please order these items with confidence in your size and choice.

Menstrual cups and discs — limited exchanges

We may facilitate a size or product exchange on menstrual cups and discs only if all of the following are true:

  • The plastic wrapping is 100% intact, sealed, and shows no signs of tampering.
  • The outer box and any seals are undamaged.
  • You contact us within 7 days of receiving your order.

If the seal is broken — even slightly — we cannot accept the item back. This is non-negotiable and applies regardless of whether the product was used. We hope you understand.

If your order arrives damaged or wrong

If we sent you the wrong item, or your order arrived damaged in transit, that’s on us. Email us within 48 hours of delivery with a photo of the item and packaging and we’ll make it right — replacement or full refund, your choice.

How to request an exchange

Email hello@cuppie.co.ke with your order number, the product, and a clear photo showing the unbroken seal. We’ll confirm whether your request qualifies before you ship anything back. Return shipping costs are the customer’s responsibility unless the issue is ours.

Refunds

Where an exchange isn’t possible and a refund has been approved, we’ll process it to your original M-PESA number or card within 5–7 business days of receiving and inspecting the returned item.

Questions

If anything here is unclear, please reach out before you order — cuppie@sh.ke. We’d much rather help you choose right the first time.