1. Overview
At Muva Cosmetics, your satisfaction is our priority. If you are not completely happy with your purchase, we're here to help. Please review our refund and return guidelines below.
2. Return Eligibility
- Items must be returned within 14 days of delivery.
- Products must be unused, unopened, and in original packaging.
- Sale items and gift cards are non-refundable.
- Skincare products that have been opened or used cannot be returned for hygiene reasons.
3. How to Request a Return
To initiate a return, please contact us with:
- Your order number
- The item(s) you wish to return
- Reason for the return
- Photos of the product (if damaged or defective)
Email us at info@muva-cosmetics.com or call +254 733 334 041.
4. Refund Process
- Once we receive and inspect your return, we will notify you of the approval or rejection.
- Approved refunds will be processed within 7-10 business days.
- Refunds will be issued to the original payment method (M-Pesa or card).
- Shipping fees are non-refundable unless the return is due to our error.
5. Damaged or Defective Items
If you receive a damaged or defective product, please contact us within 48 hours of delivery with photos. We will arrange a replacement or full refund at no extra cost.
6. Exchanges
We currently do not offer direct exchanges. Please return the original item and place a new order for the desired product.
7. Late or Missing Refunds
If you haven't received your refund after the processing period:
- Check your M-Pesa or bank statement
- Contact your payment provider
- If the issue persists, contact us at info@muva-cosmetics.com
8. Contact Us
For any questions about returns or refunds: