Return Policy

Returns Policy — Chiqliving

Updated: 29 November 2025

This Returns Policy explains when and how you can return products purchased from Chiqliving. It is designed to be clear and customer-friendly while meeting Google Merchant Center requirements and reflecting the nature of fragrance products.

1) Who we are & how to reach us

Business Name: Chiqliving
Physical Store: Komo Lane, off Wood Avenue, Nairobi, Kenya
Email: sales@chiqliving.co.ke
Phone/WhatsApp: +254 722 794 707
Hours: Every day, 8:00 am – 6:00 pm

If you have any questions about returns, please contact us using any of the details above.

2) Return window

You may initiate a return within 7 calendar days of delivery (or pickup) of your order.
Requests made after this window may be declined.

3) Return eligibility

Because we deal with perfumes and personal-use items, we must follow strict hygiene and safety standards.

For change-of-mind / scent-not-as-expected / wrong gift choice returns:

• Item must be unopened and unused.

• The original seal, cellophane/shrink wrap, box and cap must be fully intact.

• Original packaging, tags, labels and any inserts/manuals must be included.

For damaged, defective, or wrong items sent by us:

• We will accept returns even if the box has been opened, as long as the issue is clearly documented (e.g., broken bottle, leakage, faulty sprayer, or wrong product received).

• We may request photos/videos to verify the issue.

The following are generally non-returnable unless damaged or defective on arrival:

• Opened or used perfumes (where the seal/box is broken and it is not a defect issue).

• Tester bottles and sample vials where clearly marked as such.

• Personalized/customized items (e.g., special packaging, gift messages, or engraving done by third parties).

• Items marked “Final Sale” or “Non-returnable” at the time of purchase.

4) How to start a return

To start a return, please:

1. Email sales@chiqliving.co.ke or WhatsApp/Call +254 722 794 707 within 7 days of delivery or pickup.

2. Share your order number, the item(s) you wish to return, and the reason for the return.

   • If the item is damaged, leaking, defective, or wrong, please attach clear photos/videos.

3. Wait for our team to confirm return authorization and provide instructions (including drop-off or courier details).

4. Pack the item securely in its original packaging, including any accessories and documentation.

5. If shipping back, use a trackable method and keep your receipt until we confirm we have received the parcel.

You may also be guided to drop off returns at our physical store where appropriate.

5) Who pays for return shipping?

• For change-of-mind, wrong scent choice, or size/variant changes, you will normally pay the return shipping or drop-off costs.

• If you received a defective, damaged, or wrong item, Chiqliving will either:

  • Cover reasonable return shipping costs,

  • Or arrange a pickup/collection,
    depending on your location and the situation.

We will confirm the applicable option when you contact us.

6) Inspection & decision times

Once we receive your returned item:

• We typically inspect it within 1–2 business days.

• We will notify you by email/SMS/WhatsApp of the approval or rejection of your return, including the reason if rejected.

• Approved returns proceed to either an exchange or a refund (see our Refunds Policy if separately published), depending on your request and product availability.

7) Exchanges

Where stock is available, we can:

• Exchange for a different fragrance,

• Or a different size/variant of the same fragrance (where such options exist).

If the requested item is unavailable, we can:

• Issue a refund under our Refunds Policy, or

• Help you place a new order for an alternative item.

Any price difference between the original item and the new item will be either charged or refunded accordingly.

8) Damaged, defective, or wrong items

If your order arrives damaged, defective, leaking, or with the wrong item:

• Please contact us within 48 hours of delivery.

• Include photos/videos showing:

  • The product,

  • The packaging (inside and outside),

  • The specific issue (e.g., broken bottle, leakage, wrong fragrance name).

Once we validate the issue, we will:

• Arrange a replacement at no extra delivery cost, or

• Provide a refund according to your preference and product availability.

If the courier package shows visible damage at the time of delivery, kindly ask the rider to note the damage and contact us immediately.

9) Items sent back without authorization

Please do not send items back before receiving our confirmation and return instructions.

• Returns sent without prior authorization (or without a Return Authorization reference from us) may be delayed, refused, or not traceable to your order, which can affect your entitlement to a refund or exchange.

10) Condition mismatches & partial returns

After inspection, if:

• The returned item is opened, used, sprayed, or missing a significant portion of the liquid (where this was not related to the reported defect),

• The original packaging, cap, labels, or inserts are missing or heavily damaged,

• There are strong odours, stains, or signs of misuse,

we may:

• Decline the return, or

• Offer a partial refund or store credit, at our discretion and in line with our internal guidelines.

Where an order contained multiple items and only some are returned, we will process the refund/exchange for the eligible items only.

11) Policy updates

We may update this Returns Policy from time to time to reflect changes in our processes, legal requirements, or business operations.