Refund & Cancellation Policy

At Kera Golden Empire, we want you to shop with confidence. This policy explains the conditions, process, and timelines for returns, refunds, and order cancellations on keragoldenempire.com. It should be read together with our Terms and Conditions and Delivery Policy.

1. Summary at a Glance

Return window: 7 days from the date you receive your order
Condition: products must be unopened, unused, and in their original sealed packaging
Refund method: refunds are issued to your original payment method via Paystack
Refund timeline: processed within 3–5 business days of us approving your return; your bank or card issuer may take an additional 5–10 business days to reflect it
Damaged, defective, or wrong items: replaced or fully refunded at no cost to you report within 48 hours of delivery

2. Why Perfumes Must Be Unopened

Perfumes are personal care products. For health, hygiene, and product-integrity reasons consistent with standard practice across the fragrance industry we cannot accept returns of perfumes that have been opened, unsealed, tested, or used, unless the product is defective or damaged. Once a fragrance seal is broken, the product can no longer be resold.

3. Return Eligibility

To be eligible for a return and refund, all of the following must apply:

You request the return within 7 days of the date the order was delivered to you
The product is unopened and unused, with the original cellophane/seal intact
The product is in its original packaging with all inserts, boxes, and any free gifts included
You provide proof of purchase (order number, receipt, or order confirmation email)

Non-returnable items: opened or used perfumes; products with broken seals or missing packaging; items damaged through misuse or improper storage after delivery; and items explicitly marked as final sale or clearance at the time of purchase.

4. How to Request a Return (Process)

Contact us first. Email support@keragoldenempire.com or message us on +971502740941 within 7 days of delivery. Include your order number, the item(s) you wish to return, the reason, and (if relevant) clear photos.
Wait for approval. We will review your request and respond within 2 business days. Please do not ship anything back before receiving return approval and the return address unapproved returns may be rejected.
Ship the item back. Package the product securely (fragrances are fragile and flammable please use protective packaging) and send it via a trackable courier to the address we provide. Unless the return is due to our error, return shipping costs are the customer’s responsibility.
Inspection. Once we receive the item, we will inspect it within 2 business days to confirm it meets the return conditions above.
Refund. If approved, your refund is initiated within 3–5 business days to your original payment method through Paystack.

5. Refund Timelines

Approval to initiation: 3–5 business days after your return passes inspection (or immediately for cancelled unshipped orders)
Bank/card processing: after we initiate the refund, banks and card issuers typically take 5–10 business days to credit your account, depending on your bank and country
If you have not received your refund within 15 business days of our approval confirmation, contact us at support@keragoldenempire. com with your order number and we will follow up with Paystack immediately

Where a refund to the original payment method is not possible (for example, an expired card), we will contact you to arrange an alternative such as bank transfer.

6. Damaged, Defective, or Incorrect Items

We check every order before dispatch, but if something goes wrong we will make it right:

If your order arrives damaged, leaking, defective, or you receive the wrong item, contact us within 48 hours of delivery with your order number and clear photos or a video of the product and packaging.
Once verified, we will offer you a free replacement or a full refund (including any delivery fees you paid), whichever you prefer.
In these cases, return shipping (where required) is at our expense do not pay for return shipping without confirming with us first.

7. Order Cancellations

Before dispatch: you may cancel your order at no cost any time before it is dispatched. Contact us as soon as possible at support@keragoldenempire. com or +971502740941 with your order number. You will receive a full refund, initiated within 3–5 business days.
After dispatch: once an order has been shipped it can no longer be cancelled. You may instead return eligible items under Section 3 after delivery. If you refuse delivery of an international order, any customs fees or return-freight charges incurred may be deducted from your refund.
Cancellation by us: if we cancel your order (for example, an item is out of stock or a pricing error occurred), you will be notified and receive a full refund, including delivery fees.

8. Exchanges

We currently handle exchanges as a return plus a new order: return the eligible unopened item under this policy for a refund, and place a new order for the fragrance you prefer. If your item arrived damaged, defective, or incorrect, we will send a direct replacement as described in Section 6.

9. Late or Missing Deliveries

If your order has not arrived within the timeframe stated in our Delivery Policy, contact us and we will investigate with the courier. If an order is confirmed lost in transit, you will receive a full refund or a free replacement your choice.

10. Your Statutory Rights

This policy does not limit any rights you may have under applicable consumer protection law, including the Federal Competition and Consumer Protection Act (FCCPA) in Nigeria or mandatory consumer laws in your country of residence.

11. Contact Us

For any questions about returns, refunds, or cancellations:

Kera Golden Empire
19, Odunukan street, igbobi shomolu lagos
Email: support@keragoldenempire@gmail.com
Phone / WhatsApp: +971502740941