Refund Policy
We stand behind our clinical precision. Our refund and cancellation policies are designed to ensure your satisfaction while maintaining strict hygiene standards.
1. Order Cancellations
You may cancel your order within 24 hours of placement for a full refund, provided the order has not yet been processed for dispatch. Once an order has entered the artisanal production or shipping phase, cancellations are no longer accepted.
2. Return Eligibility
We accept returns within 7 days of delivery. To be eligible for a return, the product must be unused, in the same condition that you received it, and in its original, sealed packaging. Unsealed or used cosmetic products cannot be returned due to hygiene and safety standards.
3. Non-Returnable Items
Certain items cannot be returned, including personalized products, custom bespoke routines prescribed by Nolly AI, and promotional or sale items. These items are marked as final sale.
4. Return Process
To initiate a return, please contact our concierge team with your receipt or proof of purchase. If your return is approved, we will provide instructions on how to send your package. You will be responsible for paying your own shipping costs for returning your item.
5. Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (e.g., Paystack) within 5-10 business days.
6. Defective or Damaged Products
If you receive a defective or damaged product, please contact us immediately upon receipt with photographic evidence. We will arrange for a replacement or a full refund, including shipping costs, at our discretion.