Customer Care
We want you to love every Kigali Glow piece. If something isn't right, we're here to help.
Last Updated: [Date]
At Kigali Glow, we want you to be happy with your purchase. We carefully inspect our products before they are sent to customers, but we understand that sometimes a product may need to be returned or exchanged.
This Return & Exchange Policy explains when and how you can request a return, exchange, or refund for products purchased from Kigali Glow.
By purchasing from Kigali Glow, you agree to the terms of this policy, together with our Terms and Conditions and Privacy Policy.
Customers may request a return or exchange within [7/14] days of receiving their order.
To be eligible, you must contact Kigali Glow within the applicable return period and provide your order information.
Requests submitted after the return period may not be accepted unless the return is related to a defective, damaged, or incorrectly supplied product or where a longer period is required by applicable law.
A product may be eligible for a return or exchange if:
You received the wrong product;
The product arrived damaged;
The product has a manufacturing defect;
The product is significantly different from the description provided on our website; or
Kigali Glow has otherwise approved the return.
For change-of-mind returns, the product must generally be:
Unused;
Unworn;
In its original condition;
Free from stains, scratches, odors, or other signs of use;
In its original packaging, where applicable;
Complete with accessories, tags, cards, or other items originally supplied; and
Accompanied by valid proof of purchase.
If you simply change your mind about a purchase, you may contact us within [7/14] days of receiving your order to ask whether a return or exchange is available.
Change-of-mind returns are subject to the eligibility requirements in this policy.
For example, a bracelet, purse, wallet, watch, or other accessory that has been worn, used, damaged, altered, or otherwise shows signs of use may not be accepted as a change-of-mind return.
Where a change-of-mind return is approved, the customer may be responsible for the cost of returning the product to Kigali Glow.
If your product arrives damaged, please contact us as soon as possible after receiving the order.
We may ask you to provide:
Your order number;
Your name and telephone number;
Photographs of the product;
Photographs of the packaging;
A description of the damage; and
Other information that may help us investigate the issue.
Customers should, where reasonably possible, report visible damage immediately upon delivery.
After reviewing the situation, Kigali Glow may offer an appropriate solution, which may include:
A replacement product;
An exchange;
A repair, where appropriate;
A refund; or
Another reasonable solution.
If we send you the wrong product, please contact us as soon as possible.
For example, if you ordered a black wallet but received a brown wallet, or ordered a particular watch model but received a different model, please notify us before using the product.
Where the error is confirmed to be ours, Kigali Glow will arrange an appropriate solution, which may include replacing the incorrect product with the product originally ordered.
Where applicable, Kigali Glow will cover reasonable return or replacement delivery costs resulting from our error.
If you believe that a product has a manufacturing defect, contact us within [7/14/30] days of receiving the product or within any applicable warranty period.
We may ask for photographs, videos, or other information to determine whether the issue is a manufacturing defect or damage resulting from use.
A product will generally not be considered defective where the problem resulted from:
Normal wear and tear;
Accidental damage;
Improper use;
Misuse;
Exposure to water or moisture where the product is not water-resistant;
Exposure to chemicals, perfume, or cosmetics;
Scratches caused after delivery;
Improper storage;
Unauthorized repairs or modifications; or
Failure to follow product care instructions.
Watches, bracelets, jewelry, and other delicate accessories should be handled and maintained according to any care instructions provided with the product.
Unless a watch or other product is specifically described by Kigali Glow as water-resistant or waterproof, it should not be exposed to water.
Damage caused by water, impact, improper handling, scratches, or other misuse may not qualify for a return, exchange, or refund.
Where a specific product comes with a manufacturer's warranty, the terms of that warranty may also apply.
For health, hygiene, safety, personalization, or other legitimate reasons, certain products may not be eligible for return once used or opened.
Unless otherwise required by applicable law, products may be excluded from return where they:
Have been worn or used;
Have been intentionally damaged;
Have been altered or customized at the customer's request;
Have been personalized;
Are missing original components;
Are heavily scratched or damaged after delivery;
Have been exposed to perfume, chemicals, water, or other substances contrary to care instructions; or
Are otherwise in a condition that prevents them from being resold.
Kigali Glow may review individual cases and determine the appropriate resolution.
To request a return or exchange, contact Kigali Glow through:
WhatsApp: [WhatsApp Number]
Telephone: [Phone Number]
Email: [Email Address]
Please provide:
Your full name;
Order number;
Telephone number;
Product you wish to return;
Reason for the return;
Date the order was received; and
Photographs or videos where relevant.
Our customer service team will review your request and provide return instructions.
Please do not send a product back without first contacting Kigali Glow and receiving return instructions.
Once we receive a returned product, we may inspect it to determine whether it meets the conditions of this Return & Exchange Policy.
The inspection may consider:
Product condition;
Signs of use;
Damage;
Original packaging;
Accessories and components;
Tags and labels;
Proof of purchase; and
The reason for the return.
If the return is approved, we will proceed with the applicable exchange or refund.
If the product does not meet the return requirements, we may reject the return and arrange for the product to be returned to you.
Where an exchange is approved, we will try to provide the same product.
If the original product is unavailable, we may offer:
A similar product;
A different product of equivalent value;
Store credit; or
A refund, where appropriate.
If the replacement product has a higher price, you may be required to pay the difference.
If the replacement product has a lower price, the difference may be refunded or provided as store credit, depending on the circumstances and applicable law.
If a refund is approved, Kigali Glow will normally refund the amount paid for the eligible product.
The refund method may depend on the original payment method.
Possible refund methods may include:
Mobile Money;
Bank transfer;
Card refund through the relevant payment provider;
Store credit; or
Another agreed method.
The time it takes for a refund to reach you may depend on the payment provider or financial institution.
Where the return is caused by a confirmed error on the part of Kigali Glow, such as sending the wrong product or sending a product that arrived damaged, Kigali Glow will make reasonable arrangements regarding applicable return or replacement delivery costs.
For approved change-of-mind returns, the customer may be responsible for return delivery costs.
Original delivery fees may or may not be refundable depending on:
The reason for the return;
The delivery service used;
The order circumstances; and
Applicable law.
We will communicate any applicable charges before completing the return where reasonably possible.
Where applicable, customers may request an exchange because of size, color preference, or another personal preference.
Such exchanges are subject to:
Product availability;
The applicable return period;
The product being unused and in acceptable condition; and
Any applicable return or delivery charges.
Not all products may be eligible for preference-based exchanges.
Products purchased during a sale or promotional campaign may be subject to special return conditions.
Unless otherwise stated, sale products may still qualify for returns where they are defective, damaged, incorrectly supplied, or otherwise protected by applicable consumer rights.
Any special return conditions applicable to a promotion will be communicated at the time of purchase.
If a product was purchased as a gift, the recipient may contact Kigali Glow regarding an eligible return or exchange.
Depending on the circumstances, we may require the original order number, proof of purchase, or information from the person who purchased the gift.
Refunds may generally be issued to the original purchaser or original payment method unless another arrangement is agreed.
If you purchased a product through Kigali Glow's Instagram, Facebook, TikTok, WhatsApp, or another official social media channel, this Return & Exchange Policy still applies unless different conditions were clearly communicated at the time of purchase.
Customers should retain their order confirmation, payment confirmation, or other proof of purchase.
This policy applies only to products purchased directly from Kigali Glow.
If you purchased a Kigali Glow product from an independent retailer, marketplace, reseller, or other third party, you should contact the seller from whom you purchased the product.
Additional terms may apply to purchases made through third-party platforms.
We may require proof of purchase before approving a return, exchange, or refund.
Acceptable proof may include:
Order confirmation;
Receipt;
Payment confirmation;
Transaction reference;
Invoice;
Customer account information; or
Other reasonable evidence of purchase.
Kigali Glow reserves the right to investigate suspected fraudulent or abusive return activity.
This may include situations where a customer:
Returns products that were not purchased from Kigali Glow;
Repeatedly returns used or damaged products;
Attempts to obtain refunds through false claims;
Manipulates promotional offers;
Provides fraudulent proof of purchase; or
Engages in other dishonest return practices.
Where permitted by applicable law, we may refuse a return or take other appropriate action in response to fraudulent activity.
We aim to review return requests as quickly as reasonably possible.
The time required may depend on:
When the returned product is received;
The condition of the product;
The reason for the return;
The availability of replacement products;
Payment provider processing times; and
Delivery or logistics arrangements.
We will communicate with you regarding the status of your return where appropriate.
Customers are responsible for taking reasonable care of products while they are in their possession.
Before returning a product, customers should package it securely to reduce the risk of damage during transportation.
Kigali Glow may not be responsible for damage that occurs during a return shipment arranged by the customer, except where applicable law provides otherwise.
Kigali Glow may update this Return & Exchange Policy from time to time.
Changes may be made to reflect:
Changes in our products;
Changes in our return procedures;
Changes in delivery arrangements;
Changes in our business practices;
Changes in technology; or
Changes in applicable legal or regulatory requirements.
The latest version will be published on our website with the updated “Last Updated” date.
The policy applicable to an order will generally be the policy in effect at the relevant time, subject to applicable law.
This Return & Exchange Policy is intended to explain Kigali Glow's normal return and exchange procedures.
It does not limit, remove, or replace any rights or remedies that customers may have under applicable laws and regulations.
Where applicable law provides a customer with rights that are more favorable than this policy, those legal rights will continue to apply.
For questions about returns, exchanges, refunds, or defective products, please contact us:
Kigali Glow
Address: [Business Address, Kigali, Rwanda]
WhatsApp: [WhatsApp Number]
Telephone: [Phone Number]
Email: [Email Address]
Website: [Website URL]
Customer Service Hours: [Business Hours]
When contacting us about a return, please include your order number and relevant details so that we can assist you more efficiently.
We appreciate your business and want every Kigali Glow customer to have a positive shopping experience.
If you have any concerns about a product or order, please contact us before attempting to return the product. Our team will do its best to find a fair and appropriate solution.
Thank you for shopping with Kigali Glow.
