Return & Refund Policy

Last Updated: March 2026

PREAMBLE

Kente & Gold offers a flexible and fair return policy, while protecting

the integrity of its limited collections and the quality of its partnerships with

creators. This policy respects the rights of Canadian consumers

while preserving the value of our curated pieces.

1. RIGHT OF WITHDRAWAL (14 DAYS)

1.1 Legal Period

In accordance with the Consumer Protection Act (Ontario and Quebec)

and Canadian federal regulations, you have a period

of 14 calendar days from the receipt of your order

to exercise your right of withdrawal.

1.2 Conditions for the Right of Withdrawal

You may return an item WITHOUT justification and WITHOUT penalty if:

✓ Items are returned in a resalable condition:

• Unworn and unaltered
• With tags attached
• Without persistent odors (e.g., personal perfume, cooking)
• Without signs of use (makeup, dirt, wear)

✓ Includes original:

• Original packaging (bags, boxes, tissue paper)
• All provided documents and receipts
• All included accessories (belts, scarves, etc.)

1.3 Conditions for EXCLUSION from Return (Non-Returnable)

The following items CANNOT be returned:

✗ Personal hygiene items:

- Opened olfactory products (perfumes, incense, essential oils)

- Started cosmetics or rituals

- Items defined as "hygiene items" at the time of purchase

✗ Custom or special order pieces:

- Items engraved, embroidered, or modified to your specifications

- Special orders or on-demand creations

- Unique or artisanal pieces certified "one of a kind"

✗ Worn or used items:

- Clothing, accessories, or shoes showing signs of use

- Items with fabric wear, detached seams (caused by use)

- Pieces that have absorbed persistent odors

✗ Customer-damaged products:

- Stains, tears, or damage caused by improper handling

- Alterations made by the customer (sewing, dyeing, etc.)

- Items cleaned or washed without prior agreement

✗ Sold-out limited editions:

- While returnable, very limited edition items may not be

restocked. The refund will be issued, but the item will not be

put back on sale.

1.4 Special Exceptions

Artisan partners (Néné Yaya, Nio Far) may have slightly different

policies. Please consult each item's description for specific

conditions.

2. RETURN PROCESS

2.1 Return Request

To initiate a return:

1. Contact us within 14 days:

- Form: [kenteandgold.ca/pages/retours]

- Include: Order number, reason for return, photos if applicable

2. Receive return authorization:

- You will receive an RMA (Return Merchandise Authorization) number by email

- This number MUST be written on the returned package

- Without this number, the return will not be processed

3. Confirmation period:

- Response guaranteed within 3 business days

- For returns after 14 days, we will review on a case-by-case basis

2.2 Physical Return

Return Shipping Costs:

- For returns due to a Kente & Gold error (damaged, non-conforming item):

Free return - we will provide a prepaid shipping label

- For returns due to your personal decision (change of mind, size, color):

At your expense - you will cover the return shipping costs

- For returns outside the 14-day period:

case-by-case review depending on the reason

Return Address: 1116 – 550 Lang’s Road – Ottawa – Canada

Packaging & Shipping:

• Securely package the item with the RMA number visible
• Use a traceable shipping method (recommended)
• Kente & Gold will not be responsible for items lost in transit

(unless free return shipping is provided by us)

2.3 Processing Times

• Receipt of return: Confirm by email within 3 business days
• Item inspection: 5-7 business days for verification
• Approval or refusal: Notify you by email
• Refund: Processed within 7-10 business days after approval

Estimated total time: 3-4 weeks after receipt of return

3. REFUNDS

3.1 Refunded Amounts

In case of return approval:

✓ Full amount:

- Product price (taxes included if applicable)

- Shipping costs (refunded ONLY if Kente & Gold fault)

✗ NON-refunded fees:

- Return shipping costs at your expense

- Import taxes (if applicable)

- Bank fees or currency conversion fees

- Additional customs or clearance fees

3.2 Refund Method

- Credit card: Refunded to the same payment method

- PayPal / Apple Pay / Google Pay: Refunded to the account used

- Visibility period: 5-10 days depending on your bank

3.3 Partial Refunds

Partial refund possible if:

- The item has been worn/used but remains in "acceptable condition"

- The item has minor cosmetic wear

- Deduction applied: 20-50% depending on condition (evaluated on a case-by-case basis)

4. SPECIAL CASES & KENTE & GOLD PROTECTION

4.1 Fraudulent Returns (Protection)

Kente & Gold reserves the right to refuse refunds in case of:

- Return of a different item (substitution)

- Items intentionally damaged after purchase

- Clear wear due to use (stains, tears, mechanical wear)

- Confirmed attempt at fraud

In case of suspected fraud:

- Internal investigation: 7-14 days

- Possible consultation with the creative partner

- Detailed report provided to the customer

- Possible legal recourse if dishonesty is confirmed

4.2 Damaged Items Received

If the item arrives damaged or defective:

Quick procedure:

1. Contact us within 7 days with photos
2. Free return - shipping label provided
3. Full refund or replacement at your choice
4. Priority: processed within 10 business days

4.3 Missing Items or Order Errors

If you receive:

- An incomplete order

- An item different from the one ordered

- A label or selection error

Procedure:

1. Notify us immediately with photos
2. Full refund or free replacement
3. If replacement: we handle shipping costs

5. VERY LIMITED EDITION ITEMS

5.1 Special Policy for "Unique" or "1/1" Collections

Certain Kente & Gold items are certified as unique pieces or

in extremely limited editions (e.g., 3 copies worldwide).

For these pieces:

- Right of withdrawal reduced to 7 days (instead of 14)

- Clear mention at the time of purchase

- Refund guaranteed, but item may not be put back on sale

5.2 Re-listing of Returned Items

Items returned in perfect condition may be:

- Put back on sale at full price (if continuous edition)

- Archived (if unique limited edition)

- Offered as priority store credit to other VIP customers

6. INTERNATIONAL RETURNS

For customers outside Canada:

- Returns entirely at your expense

- No refund of initial shipping costs

- Return and customs fees: customer's responsibility

- Refund: after inspection, 4-6 weeks processing time

Recommendation: For international customers, please contact

[hello@kenteandgold.ca] before initiating a return.

7. ALTERNATIVE STORE CREDITS

Instead of a monetary refund, you can opt for:

- Full store credit (100% of the purchased amount)

- Credit with bonus (110-115% in additional credit)

- Priority access to future collections

- VIP invitation to exclusive launches

This option speeds up the process and supports our mission of conscious selection.

8. QUALITY GUARANTEE (Independent of the Right of Withdrawal)

Beyond the right of withdrawal, Kente & Gold guarantees:

8.1 Craftsmanship Guarantee (1 year)

All products are guaranteed against manufacturing defects for 1 year:

- Seams that prematurely unravel

- Materials that tear without abusive use

- Defective dyes or finishes

- Closures (zippers, buttons) that do not work

Guaranteed coverage: Refund or replacement

8.2 Exclusions from Warranty

Does NOT cover:

- Normal wear and tear

- Damage caused by misuse or negligence

- Alterations made by the customer

- Environmental damage (prolonged sun exposure, etc.)

8.3 Warranty Claim

1. Contact [hello@kenteandgold.ca]
2. Provide photos and proof of purchase
3. Evaluation by our team: 5-7 days
4. Replacement or refund at no cost

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9. RIGHT TO REFUSE RETURN

Kente & Gold reserves the right to refuse a return if:

✗ The 14-day period has been exceeded

✗ The item does not meet the condition requirements (worn, stained, altered)

✗ The item is listed as "non-returnable" (hygiene, personalized)

✗ There is evidence of dishonesty or fraud

✗ The customer has multiple suspicious returns (behavioral pattern)

In case of return refusal:

- Detailed explanation provided

- Possible recourse through mediation

- No refund, but store credit offered as a gesture of goodwill

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10. DISPUTES & MEDIATION

10.1 Complaint Process

If you disagree with a return decision:

1. Contact us in writing: [hello@kenteandgold.ca]
2. Response time: 10 business days
3. Additional review: Possibility of re-examination
4. Final decision: Communicated in writing

10.2 Escalation & Mediation

If the problem persists:

- Amicable mediation (Kente & Gold + client + neutral third party)

- Legal recourse according to jurisdiction (Ontario / Quebec / Canada)

11. CONTACT - RETURNS & WARRANTY

For all returns, refunds, and warranties:

- Email: [hello@kenteandgold.ca]

- Online form: [kenteandgold.ca/pages/retours]

- Hours: Monday-Friday, 10 am-5 pm EDT

12. POLICY MODIFICATIONS

Kente & Gold reserves the right to modify this policy at any time.

Changes will be communicated by email to all registered customers.