Returns & Refund Policy

1. Return Eligibility

You may return products within 14 days of delivery if:

• The product is unused and in its original condition
• Original packaging is intact with all tags and labels
• You have the original receipt or proof of purchase
• The product seal has not been broken (for hygiene reasons)

2. Non-Returnable Items

The following items cannot be returned:

• Opened or used cosmetics and skincare products
• Products without original packaging
• Sale or clearance items (unless defective)
• Gift cards or vouchers
• Personalized or custom-made items
• Items purchased more than 14 days ago

3. How to Initiate a Return

To start a return, please follow these steps:

1. Contact Us: Email us at myrosecosmetics@gmail.com or call +254 783 941 667 within 14 days of delivery
2. Provide Order Details: Include your order number, the item(s) you wish to return, and reason for return
3. Get Authorization: Wait for our return authorization email with instructions
4. Pack the Item: Securely package the item in its original packaging
5. Ship the Return: Send the package to the address provided in our authorization email

4. Return Shipping

Customer-Initiated Returns:

• Customer is responsible for return shipping costs
• We recommend using a trackable shipping service
• We are not responsible for items lost or damaged during return shipment

Defective or Wrong Items:

• We cover all return shipping costs
• We'll arrange for pickup or provide a prepaid return label

5. Refund Process

Once we receive and inspect your return:

1. Inspection: We'll inspect the item within 2-3 business days
2. Approval: If approved, you'll receive an email confirmation
3. Refund: Refunds are processed within 5-7 business days
4. Receive Funds: Depending on your payment method:
   • M-Pesa: 1-2 business days
   • Credit/Debit Card: 5-10 business days
   • Bank Transfer: 3-5 business days

6. Exchanges

We're happy to exchange items for a different size, color, or product. To request an exchange:

• Contact us within 14 days of delivery
• Follow the same return process as outlined above
• Specify the item you'd like to exchange for
• Once we receive and approve your return, we'll ship the new item

Note: If the new item has a different price, we'll either refund the difference or send a payment request.

7. Defective or Damaged Products

If you receive a defective or damaged product:

• Contact us immediately (within 48 hours of delivery)
• Provide photos of the damaged item and packaging
• We'll arrange for a replacement or full refund at no cost to you
• We'll cover all return shipping costs

8. Wrong Item Received

If you receive the wrong item:

• Contact us within 48 hours of delivery
• Provide your order number and photos of the item received
• We'll send the correct item immediately
• We'll arrange pickup of the wrong item at no cost to you

9. Late or Missing Refunds

If you haven't received your refund after the specified timeframe:

1. Check your bank account or M-Pesa statement again
2. Contact your payment provider (processing times may vary)
3. If you've done both and still haven't received your refund, contact us at myrosecosmetics@gmail.com

10. Partial Refunds

In some situations, only partial refunds may be granted:

• Items showing signs of use or tampering
• Items without original packaging or missing components
• Items returned more than 14 days after delivery