Refund policy

Glow by Yokora Limited
Refund and Exchange Policy
Last Updated: 12/11/2024

At Glow by Yokora Limited, we prioritize customer satisfaction and aim to ensure that you are pleased with every purchase. However, we recognize that certain circumstances may require exchanges. This policy outlines the terms and conditions governing refunds and exchanges, in line with Kenyan law.

1. Interpretation and Definitions
Interpretation
The words used in this policy have specific meanings defined under the following conditions.
The definitions apply whether the terms appear in singular or plural form.
Definitions
● Company: Refers to Glow by Yokora Limited, referred to in this document as "we," "us,"
or "our."
● Goods: Refers to products sold by Glow by Yokora Limited.
● Customer: Refers to any individual or entity purchasing goods from Glow by Yokora
Limited, referred to as "you" or "your."
● Exchange: Refers to replacing a product purchased with another product of equal or
comparable value.
● Defective Goods: Refers to items with material defects, manufacturing faults, or items
not as described at the time of purchase.

2. General Principles
● No Refunds Policy: As per our company policy, we do not offer monetary refunds once a purchase has been made.
● Exchange Only: Customers are eligible for exchanges under specific conditions outlined in this policy.
● Legal Compliance: This policy adheres to Kenya's Consumer Protection Act, 2012,
ensuring transparency and fairness in all transactions.

3. Conditions for Exchange

To qualify for an exchange, the following conditions must be met:
a. Eligibility Criteria
1. The goods must be returned within 7 days from the date of purchase or delivery.
2. The goods must be in their original condition, unused, and with all original packaging
and tags intact.
3. Proof of purchase (receipt, invoice, or order confirmation) must be provided.
b. Non-Exchangeable Goods
The following goods are not eligible for exchange under any circumstances:
1. Goods that are used, damaged, or tampered with after purchase.
2. Customized or personalized items made to the customer's specifications.
3. Goods that, due to their nature, cannot be resold or reused, including:
○ Opened or used beauty products, skincare items, or cosmetics.
○ Perishable goods.
4. Goods that are explicitly marked as "final sale" or "non-returnable."

4. Defective or Damaged Goods
We take great care to ensure that all our goods meet high-quality standards. However, if a product is found to be defective or damaged:
1. You must notify us within 48 hours of receiving the goods.
2. Defective goods will only be eligible for exchange upon inspection and confirmation by our team.
3. Where a replacement product is unavailable, we will issue a store credit of equivalent
value for use on future purchases.

5. Order Cancellations
1. Orders cannot be canceled once they are placed and confirmed, except in cases of:
○ Failure by the Company to deliver the goods within the agreed timeframe.
○ A material error in the product description or price at the time of purchase.
2. For approved cancellations, customers may receive store credit for the value of the
order, minus any applicable charges.

6. Exchange Process
To initiate an exchange:
1. Contact us through one of the following channels:
○ Email: glowbyyokora@gmail.com
○ Phone: +254 745 564 983
○ Website Contact Form: www.glowbyyokora.com
2. Provide details of the purchase, including proof of purchase and reasons for the
exchange.
3. Once approved, the goods must be delivered to our specified address within 7 days at the customer's cost.
4. The exchange will only be processed once we confirm that the returned goods meet the conditions outlined in this policy.

7. Liability for Return Costs
● Customers are responsible for the costs associated with returning goods for exchange
unless the goods are defective or incorrect.
● Glow by Yokora Limited will cover the cost of delivery for exchanged goods if the initial
product was defective or incorrect.

8. Limitation of Liability
Glow by Yokora Limited is not liable for:
1. Delays caused by third-party couriers or delivery services.
2. Damage caused by improper handling or misuse of goods after delivery.
3. Indirect or consequential losses arising from defects or delays.
9. Governing Law
This policy is governed by the Consumer Protection Act, 2012 and other applicable laws of the Republic of Kenya. Any disputes arising from this policy will be subject to the exclusive jurisdiction of Kenyan courts.

10. Contact Us
For any inquiries or assistance regarding this policy, please contact us:
● Email: glowbyyokora@gmail.com
● Phone: +254 745 564 983
● Website: www.glowbyyokora.com

Final Note
By purchasing from Glow by Yokora Limited, you agree to the terms outlined in this Refund and
Exchange Policy. If you have questions or need clarification, please reach out to us before
making a purchase