Returns & Refunds Policy

Last Updated: February 22, 2026

At Goluwe, your satisfaction with our natural, ethically sourced ingredients is important to us. We want you to love every product — from our raw shea butter to our traditional African black soap. This Returns and Refunds Policy explains our process clearly and fairly.

1. Return Window

You have **30 days** from the date of delivery to initiate a return or exchange request. Items must be in their original, unopened condition with all packaging intact to qualify for a refund or exchange (except in cases of damage or defect — see section 6).

2. Eligible and Non-Eligible Items

• Eligible for return/exchange: Unopened jars or pouches of raw shea butter, raw cocoa butter, raw mango butter, whole tigernuts, hibiscus leaves, and similar dry/raw ingredients.
• Non-returnable / non-refundable (for hygiene & safety reasons): Opened or used soaps (including African black soap and Dudu Osun), balms (including Aboniki), or any product that has been unsealed, as these items cannot be resold. This is standard for skincare and raw ingredient products.

3. How to Initiate a Return or Exchange

1. Email us at hello@goluwe.com within 30 days of delivery with your order number and reason for return.
2. We will reply within 1–2 business days with a Return Merchandise Authorization (RMA) number and instructions (including a prepaid shipping label for eligible returns within Canada/USA where applicable).
3. Pack the item securely in its original packaging and ship it back within 14 days of receiving the RMA.
4. Once we receive and inspect the item (usually within 5–7 business days), we will process your refund or send the exchange.

4. Refunds

• Refunds are issued to the original payment method.
• Full refund of the product price (excluding original shipping fees) for approved returns.
• Processing time: 5–10 business days after we receive and approve the return.
• Original shipping costs are non-refundable unless the return is due to our error (wrong item, damaged on arrival).

5. Exchanges

If you received the wrong item, size/variant, or simply prefer a different product, we’re happy to exchange it (subject to availability). You cover the cost of returning the original item; we cover shipping the replacement. Contact us to start the process.

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or is not what you ordered, please contact us within **7 days** of delivery with photos of the issue and packaging. We will:

• Send a full refund (including original shipping), or
• Ship a replacement at no extra cost (including return shipping reimbursement where applicable).

7. International Returns

For international orders, customers are responsible for return shipping costs and any customs/duties fees. Refunds exclude original international shipping charges and any import taxes paid.

8. Bulk / Wholesale Orders

Returns for bulk or wholesale purchases are subject to prior approval and may incur a restocking fee of up to 15% depending on quantity and condition. Contact hello@goluwe.com for case-by-case assistance.

9. Questions or Assistance?

We’re here to help. Reach out anytime at hello@goluwe.com — we typically respond within 24 hours.