Returns, Exchanges, and Refund Policy
At our store, we are committed to ensuring that every order arrives accurately and in excellent condition. To assist you, we have outlined our guidelines for returns, exchanges, and refunds below.
Return Eligibility
You may request a return under the following circumstances:
- The item arrived damaged, defective, leaking, or otherwise compromised.
- You received an incorrect product, variant, size, or quantity.
- The item delivered is expired or has an unacceptably short shelf life.
- The request is submitted within fourteen (14) days from the date of delivery.
- The product remains unused, unopened, and in its original packaging.
For health, safety, and quality assurance reasons, opened or used skincare and personal care products are generally not eligible for return unless the issue resulted from our error.
Exchange Policy
Product exchanges may be accommodated only when the issue is attributable to our fulfillment process, including:
- Incorrect product shipped
- Incorrect variant or size provided
- Damaged, defective, or leaking item received
- Missing item(s) from the order
If the originally ordered item is available, a replacement will be sent at no additional cost.
Should the item be unavailable, you may choose from the following options:
- A full refund; or
- An alternative product of equal or greater value
For replacement items with a higher value, any applicable price difference will be communicated prior to processing. No additional payment will be required for items of equal value.
Please note that exchanges are not available for:
- Change of mind
- Personal preference
- Incorrect item selection made by the customer
Refund Eligibility
Refunds may be issued in the following situations:
- An approved return has been received and successfully inspected.
- A replacement cannot be provided due to product unavailability.
- An order was cancelled before fulfillment or shipment.
- An overpayment or payment system error occurred.
- The courier has confirmed that the order was not delivered.
Approved refunds will be credited to the original payment method used during purchase. Processing times may vary depending on your financial institution and may take up to ten (10) business days.
Non-Returnable and Non-Refundable Items
The following items are not eligible for return, exchange, or refund:
- Opened or used skincare and personal care products, unless defective or incorrectly delivered.
- Sale, promotional, or discounted items, unless defective or incorrectly delivered.
- Gift cards and electronic gift cards.
- Products damaged due to improper handling, misuse, or negligence.
- Items returned without prior authorization or beyond the allowable return period.
- Products not purchased directly from our store.
How to Submit a Return or Exchange Request
To initiate a request, please email our Customer Support Team and provide the following information:
- Full Name
- Order Number
- Item(s) being returned or exchanged
- Reason for the request
- Clear photos or videos showing the issue (if applicable)
Once your request has been reviewed, our team will contact you with the next steps and further instructions.
