Return & Refund Policy
At Euphoria Glam, we are committed to providing our customers with quality fragrances and an excellent shopping experience. Please read our Return & Refund Policy before placing an order.
1. Eligibility for Returns
We accept return requests in the following circumstances:
Incorrect item delivered: You received a perfume or product different from the one you ordered.
Damaged product: Your order arrived damaged, leaking, or with broken packaging that affects the product.
Defective product: The product has a verifiable fault or does not conform to its description.
Missing items: One or more items paid for were not included in your delivery.
Please contact us within 48 hours of receiving your order to report an issue. This helps us investigate and resolve the matter promptly. This reporting period does not remove any rights you may have under applicable consumer protection laws.
2. Conditions for Returns
For a return request to be assessed:
- Provide your order number or proof of purchase.
- Explain the issue and provide clear photos or videos where applicable.
- Keep the product, packaging, and any accessories until the matter is resolved.
- Where a product is alleged to be defective or incorrect, we may inspect it before deciding on an appropriate resolution.
For hygiene and product integrity reasons, we generally do not accept returns of perfumes or personal-care products simply because a customer has changed their mind, selected a fragrance they do not like, or no longer wants the item, provided the product was correctly supplied and conforms to its description. This does not exclude any return, refund, replacement, or other remedy required by law.
3. Non-Returnable Items
Except where a remedy is required by law, the following are generally not eligible for change-of-mind returns:
- Perfumes and fragrances that have been opened or used.
- Personal-care and body-care products that have been opened or used.
- Products damaged after delivery through misuse or improper handling.
- Products purchased correctly and supplied as described where the customer simply changes their mind.
These exclusions do not apply where a product is defective, incorrect, misrepresented, or otherwise qualifies for a remedy under applicable law.
4. Refunds and Replacements
Once we have reviewed your claim, we will inform you of the available resolution.
Depending on the circumstances and applicable law, the resolution may include:
- A replacement with the correct product.
- An exchange for an agreed alternative.
- A full or partial refund, where appropriate.
- Another suitable remedy agreed upon by both parties.
Refunds will be processed through an appropriate payment method. We will communicate the expected processing time once the refund has been approved.
5. Return Shipping Costs
If the return is due to an incorrect, damaged, or defective product attributable to Euphoria Glam, we will advise you on the return arrangements and applicable costs.
For other return requests, any return delivery charges will be communicated and agreed upon in advance, subject to applicable law.
6. How to Request a Return or Refund
To initiate a request:
1. Contact our customer service team using the contact details below.
2. Provide your order number, the product name, and a description of the issue.
3. Attach photos or videos where relevant.
4. Wait for our instructions before sending any item back.
Please do not return a product without contacting us first.
7. Order Cancellations
If you wish to cancel an order, contact us as soon as possible. Cancellation may be possible before dispatch. Orders that have already been dispatched may require further assessment.
Nothing in this section limits any cancellation or refund rights available under applicable law.
8. Contact Us
For return, exchange, or refund enquiries, please contact:
Euphoria Glam
Website: https://euphoriaglam.co.ke
Phone/WhatsApp: +254708104627
Email: euphoriaglam25@gmail.com
We value your trust and will make reasonable efforts to resolve every genuine customer concern fairly and professionally.