REFUND & EXCHANGE POLICY

At LIHLE'S BEAUTY PALACE COSMETICS, we are committed to ensuring customer satisfaction by providing high-quality products. However, to maintain hygiene standards and prevent misuse, our refund and exchange policy is carefully designed with specific guidelines. Please read through this policy to understand the terms.

1. RETURNS & EXCHANGES
2. ELIGIBILITY FOR REFUNDS & EXCHANGES
3. FIRST TIME BUYER'S REFUND
4. NON-RETURNABLE & NON-REFUNDABLE ITEMS
5. REFUND PROCESS
6. PATCH TEST DISCLAIMER – NO LIABILITY FOR SKIN REACTIONS
7. HOW TO REQUEST A REFUND OR EXCHANGE

We do not accept returns on opened or used products for hygiene reasons. Once a product is opened or used, it can no longer be resold, and we cannot guarantee its safety for other customers. Unopened products or gently used products (used only once and in original packaging) can be returned within the following timeframes:

In Lusaka: You can return the product within 3 days in-store.

Outside Lusaka: Returns can be made within 4 days after delivery, but you will be responsible for return shipping costs. This ensures that the product is returned to us in a timely manner, as it is essential for maintaining quality control.

No returns or exchanges will be accepted beyond these timeframes. This is to ensure that products are returned in a reasonable condition and timeframe for inspection.

Refunds or exchanges are granted ONLY if:

1. The item is damaged or defective at the time of purchase or delivery (for example, a cracked container or malfunctioning product).
2. The wrong product was sent to you. We take full responsibility for any errors made during fulfillment.
3. The product is unopened or gently used (it should not be more than 1% used). This allows us to verify that the product was only minimally used and in acceptable condition for resale.

Customers must provide clear evidence, such as photos or videos, of any damaged or defective items immediately upon receipt. This helps us assess the issue and process your return faster. All returns will undergo a verification process. If products appear to have been tampered with, swapped, or excessively used, no refund will be issued.

We offer a refund up to K1,000 for first-time buyers. This limit ensures that refunds are issued in a way that balances fairness with sustainability, especially for customers who may not yet be familiar with our product range. Even if your purchase exceeds this amount, the refund will be capped at K1,000.

Certain products are NOT ELIGIBLE for return or refund under ANY circumstances:

• 🔴 Opened or used products, for hygiene and safety reasons.

• 🔴 Perfumes with broken seals cannot be returned, as the seal ensures the product's integrity and prevents tampering.

• 🔴 Sale or promotional items are considered final sale. These products are offered at a discounted price and are not eligible for return or exchange.

• 🔴 Products damaged due to customer mishandling (for example, a broken bottle from improper storage) cannot be refunded.

For Lusaka Customers:

Once your return is approved, refunds will be processed within 5-7 business days. The funds will be credited back to your original payment method.

For Outside Lusaka Customers:

Refunds will only be processed once we receive and inspect the returned product. This is necessary to confirm that the item is in the condition described and eligible for a refund.

Please note: Swapped, used, or damaged items will not be refunded. This is to ensure that returned products are genuinely in need of a refund and not due to customer misuse.

We strongly recommend that you perform a patch test before using any product extensively. Everyone’s skin is different, and reactions can vary based on individual sensitivities. A patch test ensures that the product is safe for you to use. LBP COSMETICS is not responsible for any allergic reactions, skin irritations, or reactions caused by using the product. By using our products, you acknowledge that you understand the importance of testing before use.

For Lusaka Customers:

Please return the product in-store with the original receipt. Our team will assist you with the exchange or refund process.

For Outside Lusaka Customers:

You will need to arrange return shipping at your cost. Once the product is received, please contact us via [Your Contact Info] to initiate the refund or exchange process. 💖 LBP COSMETICS reserves the right to refuse any refund or exchange if the conditions outlined in this policy are not met. We are committed to maintaining a fair and transparent process for all customers.

Thank you for choosing LBP COSMETICS! We appreciate your trust and look forward to serving you again.