Refund & Returns Policy

1. All Sales Are Final

Due to the hygienic and personal nature of cosmetic products, all sales of MMM Cosmetics lip glosses are final. Once a product has been delivered or purchased, it cannot be returned for a refund or exchange unless it meets the specific criteria outlined in this policy.

We take this policy seriously to ensure the health, safety, and satisfaction of all our customers. Cosmetic products are intimate personal care items, and we cannot resell or restock products that have left our facility.

2. Exceptions: Manufacturing or Packaging Defects

We stand behind the quality of our products. If you receive a lip gloss with a manufacturing defect or packaging damage, we will consider your claim for a replacement or refund under the following conditions:

2.1 Eligible Defects

Claims may be considered for the following issues:

• Manufacturing defects: Product formulation issues, separation, unusual texture, or off-color appearance that indicates a production error
• Packaging defects: Broken, cracked, or leaking containers, damaged applicators, or defective closures
• Shipping damage: Products damaged during transit through no fault of the customer
• Wrong product received: If you received a different product than what you ordered
• Expired products: Products that have passed their expiration date at the time of delivery

2.2 Reporting Window

All defect claims must be reported within 48 hours of delivery or purchase. Claims submitted after this 48-hour window will not be considered, as we cannot verify the condition of the product or how it was stored and handled after delivery.

The 48-hour period begins when you receive your order confirmation or delivery notification, or from the time of in-person purchase.

2.3 Required Evidence

To file a claim, you must provide clear and unambiguous evidence of the defect:

• Photos: Clear, well-lit photographs showing the defect from multiple angles, including:
  • The product itself
  • The packaging or container
  • The product label and batch number (if visible)
  • Any visible manufacturing or packaging issues
• Video: For certain defects (such as leaking or texture issues), a short video may be required to demonstrate the problem
• Order information: Your order number, purchase date, and delivery date
• Description: A detailed written description of the issue and when you discovered it

All evidence must clearly show the defect. Blurry, unclear, or insufficient evidence may result in your claim being denied.

2.4 Product Condition Requirements

The product must be unused to be eligible for a replacement or refund. We define "unused" as:

• The applicator has not been used on lips or any other surface
• The product seal (if present) remains intact
• The product has not been opened beyond initial inspection to verify the defect
• The product remains in its original packaging

If the product shows signs of use beyond what is necessary to identify the defect, your claim will be denied.

3. Non-Eligible Claims

The following situations are not eligible for refunds or replacements:

• Change of mind: If you simply no longer want the product or decided you prefer a different shade
• Color expectations: If the product color appears slightly different than displayed on your screen (monitor and device settings vary)
• Allergic reactions: Personal allergic reactions or skin sensitivities to ingredients (please review our ingredient lists before purchasing)
• Misuse or improper handling: Damage caused by dropping, excessive heat, freezing, or improper storage
• Intentional damage: Any deliberate damage to the product or packaging
• Normal wear and tear: Issues that arise from extended use of the product over time
• Opened or used products: Products that have been used (beyond initial defect verification) cannot be returned
• Late claims: Any claims submitted more than 48 hours after delivery or purchase
• Failure to provide evidence: Claims without clear photographic or video evidence

4. Claim Process

4.1 How to File a Claim

To file a claim for a defective product:

1. Contact us within 48 hours of delivery or purchase at [email protected]
2. Subject line: Include "Defect Claim - Order [Your Order Number]"
3. Provide required information:
   • Your full name
   • Order number
   • Product name and variant
   • Date of delivery or purchase
   • Detailed description of the defect
4. Attach evidence: Include all required photos or videos showing the defect

4.2 Claim Review Process

Once we receive your claim:

1. Our team will review your claim and evidence within 3-5 business days
2. We may request additional photos, videos, or information if needed
3. You will receive an email notification regarding the status of your claim (approved or denied)
4. If approved, we will provide instructions for the next steps (replacement or refund)

4.3 Return Shipping (If Required)

In most cases, you will not be required to return the defective product. However, if we request the product be returned for quality control purposes:

• We will provide a prepaid return shipping label at no cost to you
• You must return the product in its original packaging within 7 days of receiving the return label
• Your replacement or refund will be processed once we receive and inspect the returned product

5. Replacement & Refund Process

5.1 Replacement Priority

If your claim is approved, we will first offer a replacement product of the same item at no additional cost. We believe this is the best solution to ensure you receive the quality product you ordered.

Replacement products will be:

• The same product and variant you originally ordered
• Shipped to you at no additional shipping cost
• Processed and shipped within 3-5 business days of claim approval
• Subject to the same quality standards as your original order

5.2 Refunds (When Replacement is Unavailable)

Refunds will only be issued if a replacement product is not available due to:

• The product being out of stock
• The product being discontinued
• Other circumstances beyond our control

If a refund is issued, it will be processed back to your original payment method within 7-10 business days. You will receive a confirmation email once the refund has been initiated.

Note: Shipping fees are non-refundable unless the defect was our error (wrong product shipped or shipping damage).

6. Discretion and Final Decisions

All decisions regarding refund and replacement claims are made at the sole discretion of MMM Cosmetics. We reserve the right to:

• Approve or deny any claim based on our assessment of the evidence
• Request additional information or evidence before making a decision
• Determine whether a replacement or refund is the appropriate remedy
• Refuse claims that do not meet our policy requirements or appear fraudulent
• Limit the number of claims per customer if we suspect abuse of this policy

Our decisions are based on the evidence provided, the condition of the product, and our quality standards. We strive to be fair and reasonable in all our assessments.

7. Quality Commitment

At MMM Cosmetics, we are committed to providing high-quality lip glosses that meet our rigorous standards. We take pride in our products and carefully inspect each item before it leaves our facility.

While manufacturing defects are rare, we acknowledge that they can occur. This policy exists to protect both our customers and our business, ensuring that legitimate quality issues are addressed while maintaining the hygiene and safety standards required for cosmetic products.

8. Prevention and Best Practices

To ensure the best experience with your MMM Cosmetics products:

• Inspect upon delivery: Check your products immediately upon delivery while still within the 48-hour window
• Store properly: Keep products in a cool, dry place away from direct sunlight and extreme temperatures
• Check ingredients: Review ingredient lists before purchasing if you have known allergies or sensitivities
• Handle with care: Cosmetic products are delicate and should be handled gently
• Read product descriptions: Ensure you're ordering the correct shade and product before completing your purchase

9. Contact Us

If you have questions about this Refund & Returns Policy or need to file a claim, please contact us:

Email: [email protected]
Subject for claims: Defect Claim - Order [Your Order Number]
Business Name: MMM Cosmetics
Location: Nairobi, Kenya

We aim to respond to all inquiries within 3-5 business days. For urgent matters, please clearly indicate "URGENT" in your subject line.

10. Changes to This Policy

We reserve the right to modify this Refund & Returns Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of our website and services after any changes constitutes acceptance of the updated policy.

This policy does not affect your statutory rights under Kenyan consumer protection laws.