Overview
At Valentine Aura Luxe, your confidence matters to us. Therefore, we have designed a clear and transparent refunds and returns policy that reflects skincare hygiene standards and Kenyan consumer guidelines.
Because skincare products are personal items, we handle all returns carefully to protect every customer.
Returns Eligibility
You may request a return within 30 days of purchase if the product meets all the conditions below:
- The item is unused and unopened
- The original packaging is intact
- The safety seal remains unbroken
- You provide valid proof of purchase from Valentine Aura Luxe
However, once a skincare product has been opened or used, we cannot accept a return. This rule ensures hygiene and product safety.
Refund and Returns Policy – Non-Returnable Items
For health and safety reasons, the following items are not eligible for return:
- Opened or used skincare products
- Products with broken or tampered seals
- Promotional or clearance items
- Gift cards
In addition, products damaged due to misuse or improper storage cannot be returned.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
To help us assist you quickly, kindly share:
- Clear photos of the product
- Photos of the outer packaging
- Your order number
After verification, we will offer either a replacement or store credit, depending on availability.
Refund Processing
Once we approve an eligible return, we will process your refund within 5–7 business days.
Refunds are issued to the original payment method used during checkout. Please note that original shipping fees are non-refundable.
Exchanges
Currently, we do not offer direct exchanges. Instead, approved returns receive store credit, which you can use toward a future purchase.
This refund and returns policy applies to all skincare products purchased from Valentine Aura Luxe.
Safety & Regulatory Compliance
Valentine Aura Luxe follows Kenyan cosmetic safety standards and aligns with guidance from the Kenya Bureau of Standards (KEBS).
For official cosmetic safety information, visit:
https://www.kebs.org
Need Help?
If you have questions about this policy or your order, please visit our Contact Us page or log in through My Account for support.
We are always happy to assist you.