Return and Refund Policy
Eligibility for returns only applies for delivery of wrong items as per client’s order.
Our policy lasts 7 days. If 7 days have gone by since the wrong order was received, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we shall verify the correct details on our end then facilitate the exchange.
Refunds are only initiated under the following circumstances:
- Desired product(s) are sold out
- The indicated delivery destination is not within our shipping zones
If you are approved, then your refund will be processed, and a credit will automatically be applied to your M-Pesa account or original method of payment, within a maximum of 5 working days.
If your refund doesn’t reflect after the prescribed, please contact us via firstname.lastname@example.org or via our Instagram page @joannakcosmetics
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective, damaged or if a wrong product has been delivered as per the client order.
To return your product, we shall send a rider from our team to collect the item(s) from you and deliver the accurate products as specified.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. All exchanges should be done within 7 working days. During sales, the duration might be longer due to large order volumes.
Shipping for local orders takes between 24-72 hrs, excluding Sundays.
Shipping for international orders takes between 5-7 working days
During sales, shipping might take between 10-14 working days due to high volumes