Return & Refund Policy
- Overview
At Shop Star Glow, we want you to be satisfied with your purchase. This Return & Refund Policy explains the conditions under which eligible products may be returned, exchanged, or refunded.
By placing an order through our website, you agree to the terms of this policy.
- Return Eligibility
We accept returns for defective products only.
To qualify for a return:
- The product must be defective or have a manufacturing fault.
- The return request must be made within 7 days of receiving the order.
- The product should be returned in its original condition, together with its original packaging and accessories where applicable.
- Customers may be required to provide reasonable evidence of the defect, including photographs or other relevant information.
Products that are not defective are not eligible for return or refund.
- Return Window
Customers have 7 days from the date of receiving their order to request a return for an eligible defective product.
Return requests submitted after the 7-day return period may not be accepted.
- How to Return a Product
Eligible defective products may be returned:
- In-store, or
- Using the same delivery/return method through which the product was sent, where applicable.
Customers should contact Shop Star Glow before returning a product so that the return can be properly recorded and the appropriate return instructions provided.
- Exchanges
We accept exchanges for defective products.
Where an eligible product is defective, customers may request an exchange instead of a refund, subject to product availability.
If the replacement product is unavailable, the customer may be offered a refund in accordance with this policy.
- Refunds
Approved refunds will be processed within 7 days after the return has been received and assessed.
Refunds will be issued using the applicable payment or refund method available for the original transaction, as appropriate.
The time taken for the funds to reflect may vary depending on the payment provider or financial institution involved.
- Non-Defective Products
Shop Star Glow does not accept returns or provide refunds for products that are not defective.
Customers are therefore encouraged to carefully review product information before completing a purchase.
- Customized or Personalized Products
Customized or personalized products are returnable only where they are defective.
A change of mind or dissatisfaction with a correctly produced customized or personalized product does not qualify for a return or refund.
- No Restocking Fees
Shop Star Glow does not charge a restocking fee for approved eligible returns.
- Return Assessment
All returned products are subject to assessment to determine whether the reported defect qualifies under this policy.
If a returned product is determined not to be defective, the return, exchange, or refund request may be declined.
- Customer Responsibility
Customers are responsible for providing accurate order and contact information and for following the return instructions provided by Shop Star Glow.
Where a return is made using a delivery or courier method, customers should retain any relevant proof of dispatch until the return has been confirmed as received.
- Policy Updates
Shop Star Glow reserves the right to update or amend this Return & Refund Policy when necessary. Any updated version will be published on this website and will apply from the date it is posted.
- Contact Us
For return, exchange, or refund enquiries, please contact Shop Star Glow:
Address: The Bazaar Plaza, Moi Avenue, Nairobi, Kenya
Phone: +254 728 618 543
Email: sales@shopstarglow.com
Website: shopstarglow.com