Returns & Refund Policy
Transparent, fair, and straightforward policies designed to give you complete peace of mind.
7-Day Window
Notify us within 7 days of receiving your order to initiate a return or exchange.
24-48h MoMo Refund
Approved refunds are processed straight back to your Mobile Money or card.
Free Replacement
Received a damaged or incorrect product? We replace it free with no extra fees.
Assisted Concierge
Our beauty support team handles the process with personalized care.
Eligible for Return
Under Food and Drugs Authority (FDA) Ghana health and cosmetic regulations, products qualify for return when they meet these criteria:
- Unopened & Unused: The protective hygiene seal, shrink wrap, or tamper-proof sticker must remain fully intact.
- Original Packaging: Product must be in its original outer box with all inserts, barcodes, and accessories included.
- Wrong Item Delivered: If you received an item different from your order confirmation, you are eligible for an immediate replacement or full refund.
- Damaged During Transit: If your item arrived broken or leaked in shipping, report it within 48 hours for an instant priority exchange.
Non-Returnable Items
To safeguard customer hygiene and health standards across Ghana, the following items cannot be accepted for return once delivered:
- Opened Skincare & Cosmetics: Any cream, serum, lotion, lipstick, or toner whose seal has been broken or pump activated.
- Personal Care Accessories: Beauty sponges, makeup brushes, eye tools, and facial rollers once packaging is unsealed.
- Final Clearance Items: Products marked as clearance or seasonal warehouse sale items.
- Post-7 Days Claims: Inquiries submitted after the 7-calendar-day return window has elapsed.
How to Request a Return or Exchange
Four straightforward steps to complete your return hassle-free:
Step 1: Contact Us
Message WhatsApp or send a message on our Contact Page with your Order ID and photo of the item.
Step 2: Quick Review
Our beauty support team will review your request and authorize the return within 2 to 4 business hours.
Step 3: Courier Pickup
A dispatch rider is scheduled to retrieve the package from your address or you can drop it at our Kumasi hub.
Step 4: Refund / Replacement
Once received, your Mobile Money refund is sent within 24-48 hours, or your replacement item is dispatched immediately.
Have a Question About an Existing Order?
Our dedicated customer support representatives are here to ensure your satisfaction every step of the way.