Return & Refund Policy

Our Commitment

At Kela Signatures, your satisfaction is important to us. We take pride in the quality of our hair and skincare products. If for any reason you are not satisfied with your purchase, please read this policy carefully to understand your options.

Returns Eligibility

We accept returns under the following conditions:
• The item was received damaged or defective
• The incorrect product was delivered to you
• The product is unused, unopened, and in its original packaging
• The return request is made within 7 (seven) calendar days of receiving your order

For health and hygiene reasons, we are unable to accept returns on opened or used skincare and haircare products unless the item is faulty or incorrectly supplied. This is in accordance with standard health and safety practice.

Non-Returnable Items

The following items cannot be returned or refunded:
• Opened or used products (unless defective or incorrectly supplied)
• Custom scented shea butter orders that have been prepared to your specification
• Sale or discounted items (unless faulty)
• Items returned after 7 days of delivery

How to Initiate a Return

To request a return, please follow these steps:

Step 1: Contact us within 7 days of receiving your order via email at kelasignatures@gmail.com or call/WhatsApp us on 076 337 4037.

Step 2: Provide the following information: your full name, order details, reason for the return, and photographs of the product if it is damaged or defective.

Step 3: We will review your request and respond within 2–3 business days with instructions on how to proceed.

Step 4: Once your return is approved, securely package the item and send it back to us. Return shipping costs are the responsibility of the customer, unless the return is due to our error (damaged, defective, or incorrect item).

Refunds

Once we receive and inspect your returned item, we will notify you of the outcome. If approved:
• Refunds will be processed within 5–7 business days
• Refunds will be issued via the original payment method or as store credit, at our discretion
• Shipping costs are non-refundable unless the return is due to our error

If your return is not approved, we will notify you with the reason and, where possible, return the item to you.

Exchanges

We offer exchanges for damaged or incorrectly supplied products, subject to stock availability. If you would prefer an exchange rather than a refund, please indicate this when you contact us.

Contact for Returns

📞 076 337 4037
📧 kelasignatures@gmail.com
Please use the subject line: RETURN REQUEST — [Your Name] when emailing us.