Return & Refund Policy

We value your satisfaction and are committed to delivering handcrafted African art that meets your expectations. Our return and refund policy ensures transparency while respecting the uniqueness of each item we sell.

1. Eligibility for Return or Refund

You may be eligible for a return, exchange, or refund if:

• Your item arrived damaged or broken during transit
• Your item was lost during shipping
• The item you received was significantly different from what you ordered

In such cases, please notify us within 48 hours of delivery by emailing info.kivuhome@gmail.com with photos and a detailed explanation.

2. Conditions for Return

• Items must be unused and in original condition and packaging
• Items must be returned within 48 hours of delivery confirmation
• Proof of purchase (receipt or confirmation email) is required

Returns that do not meet these conditions will not be accepted.

3. Not Eligible for Return or Refund

• Change of mind after delivery
• Incorrect item selection by the customer
• Used or opened items (unless damaged upon arrival)

4. Refund Processing

• Approved refunds will be processed within 3–5 business days
• Refunds will be issued via the original payment method
• Your bank or payment provider may take additional time to reflect the funds
• Shipping charges are non-refundable

5. Exchanges

We do not currently support product exchanges. If your item is eligible for a return, you may request a refund and place a new order for the item you want.

6. How to Start a Return

Email info.kivuhome@gmail.com with the following details:

• Your full name and order number
• Description of the issue
• Clear photos of the item and packaging if applicable

7. Questions?

If you have any concerns or questions about your order, reach out to our customer support team at info.kivuhome@gmail.com. We are here to help and make things right.

Last updated: July 2025