We want you to enjoy your Kasena Beauty products and have a positive experience shopping with us.
Because we sell cosmetics and personal-care products, returns require particular care to protect product quality, safety and hygiene. Refund and return requests are therefore assessed on a case-by-case basis, subject to applicable law.
1. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
If you receive a product that is:
- damaged upon delivery;
- defective;
- materially different from what you ordered; or
- the wrong product,
please contact Kasena Beauty as soon as reasonably possible after receiving your order.
Please provide:
- your name;
- order number or proof of purchase;
- details of the issue; and
- clear photographs of the product and packaging where relevant.
We will review the issue and determine the appropriate resolution.
Depending on the circumstances, this may include replacement of the product, exchange, store credit or a refund.
2. CHANGE-OF-MIND RETURNS
Because cosmetics and personal-care products can be affected by opening, handling and storage, we do not automatically accept change-of-mind returns.
Where a product is unopened, unused, undamaged and in its original packaging, we may consider a return or exchange on a case-by-case basis.
Please contact us before returning any product.
3. OPENED OR USED PRODUCTS
For hygiene and product-integrity reasons, products that have been opened or used will generally not be eligible for return simply because the customer has changed their mind.
However, if you believe a product is defective or there is another legitimate concern with the product, please contact us so that we can assess the circumstances.
4. SKIN OR HAIR REACTIONS
Cosmetic products may affect individuals differently.
Customers should review the ingredient list before use, particularly where they have known allergies or sensitivities.
An individual sensitivity or allergic response does not automatically mean that a product is defective.
However, if you experience an unexpected reaction, discontinue use and contact us with details of the product and your experience. We will review such concerns on a case-by-case basis.
Seek appropriate medical attention where a reaction is serious or persistent.
5. RETURNING AN APPROVED PRODUCT
Please do not send a product back to Kasena Beauty until the return has been approved and return instructions have been provided.
Where a return is approved, we will provide information regarding where and how the product should be returned.
Products returned without prior approval may not be accepted.
6. DELIVERY COSTS
Where the return results from an error by Kasena Beauty or a verified defective or damaged product, Kasena Beauty may cover reasonable return or replacement delivery costs.
For approved discretionary or change-of-mind returns, the customer may be responsible for applicable delivery costs.
7. REFUNDS
Where a refund is approved, we will communicate the refund method and expected processing period.
Where reasonably practicable, refunds may be made through the original payment method. Processing times may depend on the payment provider or financial institution.
Delivery charges may be non-refundable unless the refund results from an error by Kasena Beauty, a defective product, or another circumstance in which a refund of those charges is required.
8. PROMOTIONAL AND DISCOUNTED ITEMS
Products purchased during promotions or at discounted prices remain subject to this Policy.
However, the amount refunded for an approved return will ordinarily be based on the amount actually paid rather than the product’s normal retail price.
9. BUNDLES AND SETS
Where products were purchased as part of a bundle or set, we may require the complete bundle to be returned where a full refund is requested.
Any refund will take account of discounts applied to the original bundle or promotion.
10. YOUR STATUTORY RIGHTS
Nothing in this Policy is intended to exclude, restrict or replace any consumer rights or remedies available to you under applicable Ghanaian law.
Where applicable law provides a remedy that differs from this Policy, the applicable legal requirement will prevail.
11. CONTACT US
To request a return, refund or exchange, contact:
Kasena Beauty Limited Company
Email: nourish@kasenabeauty.com
Telephone/WhatsApp: 0540640243
Address: #8, Cocoa Street, Teshie Nungua Est. Accra
Website: www.kasenabeauty.com
Please include your order information and a brief description of the issue so we can assess your request promptly.