Kartize Beauty Store (“we,” “our,” “us”) is committed to ensuring customer satisfaction. If you are not entirely happy with a purchase, our return and refund policy outlines how returns, exchanges, and refunds are handled.
1. Eligibility for Returns & Exchanges
To be eligible for a return or exchange:
- You must submit a return request within 7 days from the date the item was delivered.
- The item must be unused, in the same condition as when received, and in the original packaging, including all tags, seals, accessories, manuals, and documentation.
- Proof of purchase (order number, receipt, invoice, or confirmation email) is required.
2. Non-Returnable / Non-Exchangeable Items
Certain items cannot be returned or exchanged due to hygiene, safety, or customization concerns. These include but are not limited to:
- Opened cosmetics, skincare, or hair care items (once the seal is broken).
- Personal or intimate items, e.g., lip liners, under-garments where hygiene is a concern.
- Customized or personalized products.
- Perishable or consumable goods.
- Items clearly marked as “Final Sale,” “Non-returnable,” or “Non-exchangeable.”
- Products damaged by the customer, misused, altered, or washed.
3. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or not what you ordered (wrong color, style, size, or model):
- Contact us within 48 hours of delivery via our customer support channel, providing your order number and photographic/video evidence.
- We will assess the issue and (based on stock availability) provide the option of replacement, exchange, or a full refund including shipping costs related to the error.
4. Return Process
To initiate a return or exchange:
- Contact our Customer Support via email at [your email] or via phone/WhatsApp at [your contact number] with your order number, item(s) involved, and reason for return/exchange.
- Our support will review your request and, if approved, send you instructions on how and where to send the items back.
- Securely repack the item in its original packaging, including all accessories, manuals, tags, etc.
- Ship the item back using a traceable courier or delivery option, following the instructions given.
5. Return Shipping Costs
- For non-defective returns (e.g., change of mind), you will be responsible for the return shipping costs.
- For defective / incorrect items (our error), we will cover the cost of shipping the item back to us.
6. Refunds
Once we receive and inspect the returned item, we will notify you about whether your refund is approved or rejected.
- If approved, your refund will be processed and credited to the original payment method within 7 business days. (Depending on your bank / payment provider, it might take additional days for the funds to reflect in your account.)
- Shipping fees paid at purchase are not refundable, unless the return is due to our error.
7. Exchanges
- If you want to exchange the item (for different size, color, or model), follow the return process above and indicate clearly your preferred replacement.
- Exchange is subject to stock availability. If replacement is not available, we will offer a refund.
8. Cancellation of Orders
- Orders can be cancelled before shipping without penalty. Contact our customer support immediately if you wish to cancel.
- If the order has already been shipped, you will need to follow the return procedure upon receiving the product.
9. Refunds for Partial Returns / Condition Issues
- If the returned item is not in its original condition (e.g., missing parts, accessories, or in packaging that is damaged), a partial refund may be offered.
- If we find evidence of misuse, damage caused by customer, or that the return conditions above are not met, we may refuse the return altogether.
10. Timeframe for Processing
- After we receive the returned item, refunds or exchanges will be processed within 7 business days.
- If there is a delay, we will communicate with you about the status.
11. Contact Information
If you have questions, issues, or need help with your return/refund, contact us:
- Email: contact@kartizebeautystore.co.ke
- Phone / WhatsApp: +254 725 086 248
- Business Hours: Monday–Saturday, 9:00 AM – 7:00 PM
12. Changes to This Policy
We may update this Return & Refund Policy from time to time. The latest version will always be posted on our website. Changes are effective immediately upon posting.