Refund policy

1. Eligibility & Return Window

1.1 Change-of-mind/incorrect size or variant: 7 days from delivery (product unused, unopened, and in original packaging).
1.2 Damaged, defective, or wrong item received: inform within 48 hours of delivery with photos/video.
1.3 Allergic reaction/irritation: stop use immediately and contact us within 48 hours with photos and product batch code.
1.4 Non-returnable (unless defective or wrong item sent): opened fragrances, used personal-care items, products with broken hygiene/tamper seals, free samples, gift cards, items marked Final Sale.

2. Refunds

2.1 Refunds are processed within 7–14 business days after we receive and approve the return.
2.2 Refunds are made to the original payment method.
2.3 If payment was via mobile money (MTN/Airtel) or bank transfer, refund will be issued to the same account/number only.
2.4 Cash on Delivery (COD) orders: refund is issued via mobile money or bank transfer after pickup and inspection.
2.5 Shipping, COD handling, and gift-wrap fees are non-refundable unless the return is due to our error (damaged/defective/wrong item).
2.6 Foreign currency/FX differences and bank/mobile-money charges are not refundable.

3. Exchanges

3.1 We replace items if they are defective or damaged and a replacement is available.
3.2 Variant exchange (shade/fragrance/size) is possible within 7 days if unopened.
3.3 If the requested item is out of stock, we can issue a refund or store credit.

4. How to Start a Return

4.1 Contact us via Email/WhatsApp with order number, reason, and clear photos/video (for damage/defect).
4.2 We’ll share a Return Authorization (RMA) and instructions.
4.3 Return options:

Courier pickup (return fee may apply), or

Drop-off at our designated point (details provided with RMA).
4.4 Pack securely with original box, tags, gifts, and invoice.
4.5 After inspection, we’ll confirm approval and process the exchange/refund.

5. Return Conditions

5.1 Items must be unused and in resaleable condition.
5.2 All accessories/free gifts included in the offer must be returned; otherwise their value may be deducted.
5.3 Bundles/kits: partial returns may convert the order to the full price of kept items.
5.4 Products with tamper seals must be unopened (except where the item is faulty).

6. Order Cancellations

6.1 Cancellation is possible before dispatch.
6.2 After dispatch, please follow the return process.
6.3 Pre-orders/backorders may be canceled before allocation; once allocated/dispatched, standard return rules apply.

7. Damaged, Missing, or Lost Parcels

7.1 Report damage/missing items within 48 hours of delivery with photos/video of the packaging and product.
7.2 A shipment is considered lost if undelivered within 14 days (domestic Uganda) or 21 days (regional) from dispatch; we’ll investigate and resolve.

8. International/Regional Orders

8.1 Orders shipped outside Uganda may be subject to customs duties/taxes, payable by the recipient.
8.2 Returns from outside Uganda must be pre-approved; return shipping/customs charges are the customer’s responsibility unless the return is due to our error.