Returns and Replacement Policy

At S-Glow Ke, we want every order to reach you correctly and in good condition. Due to the hygiene-sensitive nature of skincare products, returns and replacements are subject to the conditions below.

1. Reporting an Order Issue

If your order arrives incorrect, damaged, leaking, defective, or expired, please contact us within 24 hours of delivery.

Your report should include:

  • Your order number or proof of purchase
  • A clear photo of the product
  • A clear photo of the outer packaging
  • A short description of the issue
  • A video where reasonably required to help us assess the claim

Claims reported outside the 24-hour period may not be eligible for replacement unless otherwise required by applicable law.

2. Products Eligible for Return or Replacement

A product may be eligible for return, exchange, or replacement where:

  • You received a different product from the one ordered
  • The product arrived damaged or leaking
  • The product is defective
  • The product was expired on arrival

All claims are subject to review and approval by S-Glow Ke.

Where an item was supplied incorrectly or arrived damaged, leaking, defective, or expired, S-Glow Ke will provide appropriate instructions after reviewing the claim.

3. Unopened Products

We do not ordinarily accept returns simply because a customer has changed their mind.

Any return approved at S-Glow Ke’s discretion must be:

  • Unopened and unused
  • In its original packaging
  • With the original seal or shrink-wrap intact
  • Accompanied by the order number or proof of purchase

Approval of a return request is not automatic.

4. Products That Cannot Be Returned

For hygiene and safety reasons, we cannot ordinarily accept returns for:

  • Products that have been opened, used, or had their seal broken
  • Change of mind after purchase
  • Products that did not meet a customer’s personal preference
  • Products associated with an individual allergic reaction or skin sensitivity
  • Final-sale or clearance products where this was clearly stated before purchase
  • Gift sets where one or more products have been opened or used

We strongly recommend patch-testing new skincare products before full use.

Nothing in this policy limits any rights or remedies available to a customer under applicable Kenyan law.

5. How to Report an Issue

Contact us via:

WhatsApp: +254 700 694934
Email: info@sglowkenya.co.ke

Please provide your order number, details of the issue, and the requested photos or supporting evidence.

Our team will review your request and ordinarily respond within 1-2 business days.

If the claim is approved, we will provide instructions for returning the item where a return is required.

Please do not send products back before receiving return instructions from S-Glow Ke.

6. Replacements and Store Credit

Where a claim is approved, S-Glow Ke will ordinarily resolve it through:

  • A like-for-like replacement, where the same product is available; or
  • Store credit equal to the approved value of the product, where an appropriate replacement is unavailable or another resolution is agreed.

If the customer selects an alternative product costing more than the approved store-credit value, the customer will pay the difference.

If the alternative product costs less, the remaining approved balance may be retained as store credit, subject to the terms communicated when the claim is approved.

Where the issue resulted from an error by S-Glow Ke or from an eligible product arriving damaged, leaking, defective, or expired, the customer will not be charged additional delivery fees for the approved replacement.

Replacement orders are ordinarily processed within 5-7 business days after the claim has been approved and, where required, the returned product has been received and inspected.

7. Refunds

For approved claims, S-Glow Ke ordinarily prioritizes replacement or store credit rather than a monetary refund.

However, nothing in this policy excludes or limits a customer’s right to a refund or other remedy where one is required under applicable Kenyan law.

Where a monetary refund is approved or legally required, the customer will be informed of the applicable processing method and timeframe.

8. Incorrect, Damaged, Leaking, Defective or Expired Orders

If your order arrives incorrect, damaged, leaking, defective, or expired, please notify us within 24 hours of delivery and provide:

  • Your order number
  • Clear photos of the product
  • Clear photos of the packaging
  • A brief description of the issue
  • Additional supporting evidence where reasonably requested

Once the claim has been reviewed and approved, we will arrange the appropriate replacement, store credit, or other remedy.

Where the issue is attributable to S-Glow Ke, approved replacement delivery will be arranged at no additional cost to the customer.