Return & Refund Policy

1. Return Eligibility

1.1 Return Window

You may return eligible items within 14 days of delivery for a full refund or exchange. This period is in accordance with Rwanda's consumer protection regulations.

1.2 Eligible Items

The following items are eligible for return:

• Jewelry and accessories in original condition
• Items with original tags and packaging
• Products that have not been worn, damaged, or altered
• Items purchased at full price or on sale

1.3 Non-Eligible Items

2. Return Process

2.1 Return Shipping

Within Kigali: Free return pickup available
Outside Kigali: Customer pays return shipping, or we can arrange pickup for RWF 5,000
Defective Items: We cover all return shipping costs

3. Refund Policy

3.1 Refund Methods

Refunds are issued through IremboPay to the original payment method:

• Mobile Money (MTN / Airtel): 1-2 business days
• Credit/Debit Cards: 3-5 business days (subject to issuing bank)
• Bank Transfer: 2-3 business days
• Cash Purchases: Cash refund or Mobile Money transfer

3.2 Refund Amount

You will receive a full refund of the item price. Original shipping charges are non-refundable unless the item was defective or we made an error.

4. Exchange Policy

4.1 Size and Color Exchanges

We offer free exchanges for:

• Different sizes (where available)
• Different colors of the same item
• Equal or lesser value items

4.2 Defective Item Exchanges

If you receive a defective item:

• Contact us within 48 hours of delivery
• We'll arrange immediate pickup and replacement
• All costs covered by Melah Luxe
• Express replacement within 24-48 hours in Kigali

5. Warranty Coverage

5.1 Quality Warranty

All jewelry comes with a 6-month quality warranty covering manufacturing defects, premature tarnishing (for plated items), broken clasps or chains, and loose stones or settings.

5.2 Warranty Exclusions

Warranty does not cover normal wear and tear, damage from misuse or accidents, scratches from normal use, color changes due to skin chemistry, or lost/stolen items.

6. Special Circumstances

6.1 Wrong Item Received

If we shipped the wrong item: free return pickup within 24 hours, express replacement shipped immediately, all shipping costs covered by us, and compensation for any inconvenience.

6.2 Damaged During Shipping

If your item arrives damaged: take photos of packaging and damaged item, contact us within 24 hours, full refund or immediate replacement — we handle insurance claims with the shipping company.

6.3 Gift Returns

Gift recipients may return items with a gift receipt or order confirmation. If no receipt, we'll exchange for store credit and contact the original purchaser for refund authorization.

7. International Returns

For international orders the return window is extended to 21 days. Customer pays return shipping, customs fees may apply, and items must clear customs inspection.

8. Restocking and Processing Fees

9. Customer Support for Returns

10. Compliance with Rwandan Laws

This policy complies with Rwanda's consumer protection laws — right to return defective products, right to refund within reasonable time, right to exchange for equal-value items, and right to warranty coverage.

11. Frequently Asked Questions

Q: Can I return items purchased during a sale?

A: Yes, sale items can be returned within the same 14-day window unless otherwise specified.

Q: What if I lost my receipt?

A: We can look up your purchase using your phone number or email address.

Q: Can I return items to your physical location?

A: Yes, we accept returns at our Kigali location. Please call ahead to confirm availability.

Q: What if my return is denied?

A: We'll explain the reason and may offer alternative solutions like store credit or exchange.