refund policy
• Customers may request to return a product within 14 days from the date of delivery, provided that the product is unopened, unused, and in its original packaging with all labels and seals intact.
• We do not accept returns of opened or used skincare and cosmetic products for hygiene and safety reasons, unless there is a manufacturing defect or an error in the order.
• If the customer wishes to return a product without any fault from the store, the customer will bear the full shipping cost, and only the value of the product will be refunded after we receive and inspect it.
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2. Cases Eligible for Exchange or Refund
• If you receive a damaged product, or a product different from your order (wrong item, size, shade, or quantity), you are entitled to an exchange or refund within 48 hours of receiving the order, provided you share clear photos and your order number.
• In such cases, we will cover all shipping costs and send a replacement product or issue a refund after verifying the problem.
• We cannot accept any request for return or exchange after the specified period (14 days for returns, and you may set a different period for exchanges if you wish).
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3. Conditions for Accepted Returns
• The product must be in its original packaging, unopened, unused, and in resellable condition, with all accessories and any free gifts included.
• Any free gift included with the order must be returned along with the product. If not returned, the value of the gift may be deducted from the refund amount.
• We do not accept returns of any products where returning them may affect customers’ health and safety (such as personal care items after opening), unless there is a confirmed manufacturing defect.
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4. How to Request a Return or Exchange
• To request a return or exchange, please contact us via our official email or WhatsApp, and provide your order number, reason for return, and photos of the issue (if applicable).
• Once we receive your request, we will review it and respond within 2–3 business days to confirm acceptance and share shipping or courier details.
• After the product arrives at our warehouse and is inspected, we will confirm the return or exchange and update you with the status and timeline.
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5. Refund Process
• Refunds are issued using the same payment method used at checkout (bank card, e‑wallet, bank transfer, or cash on delivery refunded via bank transfer or in-person cash where applicable).
• The refund process usually takes between 7–14 business days from the date we receive and inspect the returned product.
• Shipping fees are non-refundable if the return is due to a change of mind or any reason not caused by the store or a product defect.