Refund Policy

REFUND AND RETURNS POLICY Last updated: [date] This Refund Policy applies to purchases made on glossedglow.com and is governed by the laws of Kenya, including the Consumer Protection Act, 2012 and the Consumer Protection (Electronic Retail Transactions) Regulations, 2023. 1. YOUR RIGHT TO RETURN You may request a return or refund within 7 days of receiving your order, provided the item meets the conditions below. This is in addition to, and does not limit, your statutory rights under Kenyan consumer protection law. 2. CONDITIONS FOR RETURN To be eligible for a return, the item must be: - Unused, unopened, and in its original packaging with seals intact. - Accompanied by proof of purchase (order number or receipt). For hygiene and safety reasons, the following items cannot be returned once opened or used: cosmetics, skincare, haircare, and other personal care products, unless the item received is defective, damaged, or not as described. 3. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS If you receive an item that is damaged, defective, expired, or different from what you ordered, contact us within 48 hours of delivery with photos of the item and packaging. We will offer a replacement, exchange, or full refund, including any delivery charges paid, at your choice. 4. HOW TO REQUEST A RETURN OR REFUND Contact us at info@glossedglow.com with your order number and reason for the return. We will confirm eligibility and provide instructions for returning the item, including the return address where applicable. 5. REFUND METHOD AND TIMEFRAME Approved refunds will be processed to the original payment method (e.g., the M-Pesa number used for payment) within 7 business days of receiving and inspecting the returned item, or of confirming eligibility for a non-return refund (e.g., failed delivery). 6. RETURN SHIPPING COSTS Where a return is due to our error (wrong, damaged, or defective item), we will cover return shipping costs. Where a return is due to a change of mind and is otherwise eligible, the customer is responsible for return shipping costs. 7. CANCELLATIONS You may cancel an order before it has been dispatched by contacting us at info@glossedglow.com. Once an order has been dispatched, our standard return process applies. 8. NON-REFUNDABLE ITEMS The following are not eligible for return or refund except where defective: opened or used personal care/cosmetic products, items marked as final sale or clearance, and gift cards or promotional credits. 9. YOUR STATUTORY RIGHTS This policy does not affect your rights under the Consumer Protection Act, 2012 or the Sale of Goods Act (Cap. 31), including your right to a refund, repair, or replacement where goods are not of merchantable quality, fit for purpose, or as described. 10. CONTACT US For all return and refund requests, contact us at info@glossedglow.com.