Refund policy

 Return & Refund Policy

Please review this policy carefully before placing an order on our website.

 Returns

We offer a 14-day return window, meaning you have 14 days from the date you receive your item to request a return.

To qualify for a return:

  • The item must be unused and in the same condition as received
  • It must be in its original packaging with all tags included
  • Proof of purchase (such as your order confirmation) is required
  • The customer will be charged for a return shipping trip

To start a return, contact us at kwanelepoulten@gmail.com
Once approved, you will receive detailed return instructions along with the return address.

Please note:

  • Return shipping costs are the responsibility of the customer
  • Shipping fees are non-refundable
  • We recommend using a trackable courier service for security

If you have any questions, feel free to reach out to us at any time.

 Return Process & Conditions

  • Returns are accepted by mail only
  • No restocking fees are charged
  • We accept items that are new or lightly used (where applicable)

 Eligible Return Situations

 Incorrect Item Received

If you receive the wrong product, please email us with photos. Once confirmed, we will provide return instructions and send the correct item once the return is on its way.

 Damaged or Defective Items

If your item arrives damaged or faulty, we offer a free replacement. Please contact us and we will arrange an exchange for the same product.

 Change of Mind

You may return your order within 14 days of delivery for any reason.

However, due to hygiene standards, opened or used personal care items cannot be returned.

 Order Cancellations

Orders are processed quickly to ensure fast delivery.

If you need to cancel your order, please contact us as soon as possible. While we will try to assist, cancellations cannot be guaranteed once the order has already been processed or shipped.

 Non-Returnable Items

The following items cannot be returned:

  • Gift cards
  • Custom or personalized products
  • Digital/downloadable items
  • Used personal care products

 Refunds

Once your return is received and inspected, we will notify you via email.

If approved, your refund will be issued to your original payment method. Please allow up to 10 business days for the funds to reflect in your account.

 Late or Missing Refunds

If your refund has not appeared:

  1. Check your bank account again
  2. Contact your credit card provider
  3. Contact your bank

If you’ve done all of the above and still haven’t received your refund, please email us at 

kwanelepoulten@gmail.com

 Sale Items

Discounted items are still eligible for returns and refunds, provided they meet the conditions outlined in this policy.