RETURN & EXCHANGES

Every product we sell is genuine and sourced from authorised channels. If you receive an item that is damaged, faulty, or not what you ordered, we will make it right with a replacement, exchange, or refund.

You can request a return or exchange within 7 days of receiving your order (by delivery or in-store pickup). Requests made after this window may not be accepted.

To be eligible for a return or exchange, items must be:

• Unused, unopened, and in the same condition you received them.
• In their original packaging with any seals, tags, and boxes intact.
• Accompanied by proof of purchase (your receipt or payment confirmation).

For health and hygiene reasons, some products cannot be returned or exchanged once opened or used. These include:

• Opened or used fragrances, cosmetics, skincare, haircare, and makeup.
• Items with broken seals or missing original packaging.
• Products marked as final sale, clearance, or testers.
• Gifts with purchase and free promotional items.

This does not affect your rights where an item arrives damaged, faulty, or incorrect — see below.

Please check your order on arrival. If an item is damaged, faulty, or not what you ordered, contact us within 48 hours of delivery or pickup with your order details and a photo of the item. We will arrange a replacement, exchange, or refund at no extra cost to you.

Returns and exchanges are arranged directly with our team:

1. Message us on WhatsApp or email info@samorybeauty.com with your order details and reason.
2. We'll confirm whether the item qualifies and how to send it back.
3. Bring the item to either of our branches, or arrange a courier — see the options below.

Once we receive and inspect the returned item, we'll let you know if your refund is approved. Approved refunds are issued by mobile money to the number used for payment, usually within 5 business days. Original delivery fees are non-refundable unless the return is due to our error.

Exchanges are subject to availability. If your preferred size, variant, or product is in stock at either branch, we'll arrange the swap. If it isn't available, we'll offer a close alternative or a refund.

You can return items in person at either of our boutiques — Samory Beauty at Kigali Heights (Ground Floor, KG 7 Ave) or CHIC Building (Ground Floor, KN 2 Ave). If you'd prefer a courier, we can help arrange one within Kigali. Return delivery costs are covered by the customer, except where the item was damaged, faulty, or incorrect.

If you have any questions about a return or exchange, message us on WhatsApp, email info@samorybeauty.com, or visit our contact page. You can also call us at +250 789 907 149 (Kigali Heights) or +250 780 258 353 (CHIC).