Return & Refund Policy

The short version

• Sealed, unused products can be returned or exchanged within 14 days of delivery.
• Opened or used skin and hair care cannot be returned, for hygiene reasons.
• If an item arrives damaged, incorrect, incomplete or out of date, tell us within 48 hours and the return is on us.

Returns and exchanges

Returns and exchanges within 14 days

If you change your mind, you can return or exchange a product within 14 days of delivery as long as it is still sealed, unused and in its original packaging, with any outer wrap, box and seal intact. Sets and bundles must be returned complete — we cannot accept part of a set.

Start a return by messaging us on WhatsApp at +20 10 11598633 with your order number and the product you want to return. We will confirm the return and arrange collection or tell you where to send it.

Why opened cosmetics cannot be returned

Skin and hair care is applied to the body, and once a seal is broken we cannot verify how a product has been stored or handled. For your safety and everyone else's, an opened or used product cannot be resold and cannot be returned — unless it arrived damaged, expired or incorrect, which is covered below.

This is standard practice for cosmetics and it is the same rule that protects you when you buy a sealed product from us.

Damaged, incorrect or incomplete orders

Message us on WhatsApp within 48 hours of delivery with your order number and a photo of what you received, including the outer packaging. We will replace the item or refund it, and the return shipping in that case is paid by us.

Please keep the product and its packaging until the matter is settled — we may need to pass the photos to the courier or the brand.

What is not covered

• Products opened or used, except where they arrived damaged, expired or incorrect.
• Products returned after 14 days from delivery.
• Products damaged after delivery through storage in heat or direct sunlight.
• An expected result that did not happen. Cosmetics behave differently on different hair and skin, and a product working differently for you is not a fault. Tell us what you were hoping for and we will help you choose better next time.

Condition of returned items

Returns are checked when they reach us. If a product comes back opened, used, missing part of a set or damaged in a way that was not reported at delivery, we will contact you before doing anything, and we may not be able to complete the return.

Refunds

When a refund is due

A refund is due when a return has been accepted under our Return Policy, when an item arrived damaged, incorrect, incomplete or out of date, or when we cancel an order we cannot fulfil.

If you cancel before your order is dispatched and you have already paid, the full amount is refunded, including the delivery fee.

How the refund reaches you

Refunds go back through the same method you paid with:

• InstaPay or mobile wallet — returned to the same account or wallet number the payment came from.
• Cash on delivery — there is nothing to reverse, so we refund by InstaPay or wallet transfer to a number you give us. We will confirm that number with you before sending anything.

We only send refunds to an account or number that you confirm with us directly. We will never ask you for a PIN, a one-time password or your wallet login.

How long it takes

We process the refund once the returned item has reached us and been checked, or as soon as a damaged or incorrect delivery is confirmed. After we send it, the time it takes to appear depends on your bank or wallet provider rather than on us.

If the amount has not reached you and we have told you it was sent, message us with your order number and we will chase it with the provider.

What gets refunded

• The product price is always refunded on an accepted return.
• The delivery fee is refunded when the fault was ours — a damaged, incorrect, incomplete or expired item, or an order we cancelled.
• Where you simply changed your mind, the delivery fee already paid to bring the order to you is not refunded.

Partial orders

If you return one item from a larger order, we refund that item. Where a discount applied to a set or bundle, the refund is calculated on the price actually paid for the returned item rather than its full list price.

Questions about a refund

Message us on WhatsApp at +20 10 11598633 or email sales@pretty-cosmetics-eg.com with your order number and we will tell you exactly where it is.