Delivery, returns, privacy and terms

Delivery across Rwanda

We deliver to all 30 districts of Rwanda, the same day. Delivery inside Kigali is free on every order, with no minimum purchase. Outside Kigali it is a flat 3,000 RWF per order.

We confirm every order on WhatsApp or by phone before dispatch. If an item is out of stock we tell you before you pay, and offer the closest alternative or a refund — never a silent substitution.

Delivery is by our own riders inside Kigali and by trusted courier partners upcountry. Perishability is not a concern with skincare, but heat is: we pack in a way that protects products in transit, and we do not leave parcels standing in the sun.

Returns and refunds

Report within 24 hours. Customers must report any eligible return or exchange request within 24 hours of receiving their order. Products must be unused, unopened and in their original packaging, with proof of purchase.

Opened or used products are not eligible for return or exchange, except where applicable consumer protection requirements provide otherwise.

Damaged, incorrect or defective products should be reported within 24 hours of delivery. Send a photograph and your order reference on WhatsApp: we replace the item at our cost or refund it in full, including any delivery fee.

Opened products cannot be returned for hygiene reasons — unless the product is faulty, in which case we replace it. If your skin reacts to something we recommended, tell us: we will not refund an opened product, but we will credit part of the value against a replacement from a different ingredient family, because we would rather fix your skin than keep the money.

Refunds are made by MTN Mobile Money, Airtel Money or back to the card used, within 5 working days of the product reaching us.

Privacy policy

We collect only what we need to sell you skincare and advise you properly: your name, phone number, email, delivery address, order history, and — if you choose to give it — your skin type, concerns and photographs.

We use it to:

• process, deliver and follow up your order;
• answer your messages and give you skin advice, including the two-week follow-up on a consultation;
• send the monthly newsletter, only if you asked for it.

We never sell, rent or trade your personal data. We share it only with the delivery partner carrying your parcel, and with mobile money or delivery partners when it is time to pay.

Photographs. Photos you send us are used only to advise you, and are never published without your explicit permission.

What this website stores on your device. Your cart, wishlist, quiz answers, saved account details and order history are stored in your own browser, not on our servers. Clearing your browser data removes them. You can also delete them from your account page with one button.

Analytics. If analytics is enabled on this site it uses an anonymised measurement tag that records page views and product interest — not your name or contact details. You can block it in your browser without losing any functionality.

To ask what we hold about you, to correct it, or to have it deleted, message us on WhatsApp or email skincarehubrwanda12@gmail.com. We respond within 7 days.

Terms of sale

Orders. An order placed on this website is a request. The sale is confirmed once we have checked stock and confirmed the total with you. If we cannot fulfil it, we will tell you immediately and take no payment.

Payment. Orders are placed and confirmed on WhatsApp. We accept MTN Mobile Money, Airtel Money and cash on delivery inside Kigali; nothing is charged on this website and no card details are collected here. Never send payment to any number other than our official WhatsApp number, +250 787 851 681.

Prices. All prices are in Rwandan francs (RWF) and include applicable taxes. Delivery fees are shown separately at checkout. Prices may change without notice, but never after your order is confirmed.

Product information. Ingredients, benefits and directions on this site come from the brands and our advisors' training. They are guidance, not medical advice. If you are pregnant, breastfeeding, taking prescription acne treatment or under dermatological care, speak to your doctor before starting a new active. See our FAQ for how to introduce products safely.

Results. We give realistic timelines — usually 8 to 12 weeks for pigmentation, four weeks for acne. Skin is individual and we cannot guarantee a specific outcome.

Authenticity. At Skincare Hub Rwanda, we source our skincare products from trusted suppliers and prioritize products approved by relevant regulatory authorities, including the Rwanda FDA where applicable. If you believe a product is not genuine, contact us with photographs and we will investigate and refund or replace it.

Website content. The illustrations, photographs and text on this site belong to Skincare Hub Rwanda unless credited otherwise.