Refund policy

At NT Beauty, we carefully check and pack every order before dispatch. Due to the nature of skincare, beauty, fragrance, and personal care products, returns/exchange are limited for hygiene and safety reasons.

Kindly confirm the product is intact before our rider leaves. For deliveries sent via courier channels, raise any issues immediately on receipt.

Returns and Exchanges

We only accept returns or exchanges where:

  • The wrong item was delivered.
  • The item was defective.
  • An item was missing from your order.

To qualify for a return or exchange:

  • You must report the issue within 24 hours of receiving your order.
  • The item must be unopened / unused.
  • The item must be in its original packaging.
  • Seals, labels, boxes, and protective packaging must be intact where applicable.
  • Proof of purchase must be provided.

We may request photos or videos of the item and packaging before approving a return or exchange.

Items Not Eligible for Return

We do not accept returns or exchanges for:

  • Opened or used products.
  • Products returned due to a change of mind.
  • Products that caused a reaction unless confirmed defective.
  • Sale, clearance, or promotional items.
  • Products without original packaging.

Refunds

Refunds may be issued where:

  • The item ordered is out of stock after payment.
  • We are unable to deliver to your location.
  • A replacement or exchange is not possible.
  • A refund has been approved after review.

Approved refunds will be processed to the original payment method or agreed refund channel within 3 working days.

Processing timelines may vary depending on banks, M-Pesa, card providers, or payment gateways.

Exchanges

Where an exchange is approved, we will arrange for the correct item to be sent to you.

Exchange timelines may vary depending on your location, rider availability, courier schedules, and stock availability.

Delivery Costs for Returns

If the mistake was from our end, NT Beauty will cover the reasonable return or exchange delivery cost.

If an exchange is requested for any other approved reason, the customer may be responsible for delivery costs.

Allergies and Skin Reactions

Skincare and beauty products may react differently on different skin types. A reaction does not automatically qualify for a refund or exchange unless the product is proven to be defective.

We encourage customers to check ingredients carefully and patch-test before full use.