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Refund and Returns Policy

Effective Date:1st Oct 2025

At WXM Cosmetics, we want you to love the products you purchase from us. If you’re not fully satisfied with your order, we offer a simple and hassle-free return and refund process to make sure you are happy with your purchase.

1. Returns

We accept returns within 30 days from the date you received your order. To be eligible for a return, the following conditions must be met:

  • Product Condition: Items must be unused, unopened, and in the same condition that you received them. If the product has been opened or used, it may not be eligible for a return, unless it’s defective or damaged.

  • Packaging: All returned items must be in their original packaging, including any tags, boxes, or additional materials that came with the product.

  • Proof of Purchase: A receipt or proof of purchase is required for all returns. This can be an order confirmation email or invoice.

2. How to Return Your Order

To initiate a return, please follow these simple steps:

  1. Contact Us: Reach out to our customer support team at cs@wxmcosmetics.com  or call us at +254 722672213 within 30 days of receiving your order. Please provide your order number, the items you wish to return, and the reason for the return.

  2. Return Authorization: Once your return request is processed, we will send you a Return Authorization (RA) and further instructions on how to return your product(s).

  3. Prepare Your Return: Pack the items securely in the original packaging and include the RA number and proof of purchase.

  4. Ship the Return: Return the item to the address provided by our customer service team. Please note that you will be responsible for return shipping costs unless the return is due to a defect or error on our part.

3. Refunds

Once we receive and inspect your returned items, we will process your refund. Refunds will be issued to the original payment method, and you will receive an email notification once the refund has been processed.

  • Processing Time: Please allow up to 7-10 business days for the refund to be reflected in your account, depending on your payment provider.

  • Restocking Fee: In some cases, a restocking fee of up to 15% may apply for returned products that are not defective or damaged. This will be deducted from your refund.

  • Non-refundable Items: Certain items are non-refundable, including:

    • Gift cards

    • Sale or clearance items

    • Opened or used products (unless defective)

4. Exchanges

If you’d like to exchange a product for a different item, please contact our customer service team at cs@wxmcosmetics.com  to discuss the exchange process. Exchanges are subject to availability, and you may need to place a new order for the replacement item while we process your return.

5. Defective or Damaged Products

If you receive a defective or damaged product, please contact us immediately. We will arrange for a return and either issue a refund or send you a replacement at no extra charge.

To qualify for a refund or replacement of a defective or damaged product, please ensure the following:

  • Contact us within 7 days of receiving the product.

  • Provide clear photos of the defect or damage.

  • Keep the product in its original packaging until further instructions are provided.

6. Late or Missing Refunds

If you haven’t received your refund after the 7-10 business days processing period:

  1. Check your bank account or credit card statement again.

  2. Contact your payment provider or bank, as it may take some time before your refund is officially posted.

If you’ve done all this and still have not received your refund, please contact us at cs@wxmcosmetics.com for assistance.

7. Sale Items

Only regular-priced items are eligible for refunds. Sale items, promotional items, or items purchased with a discount code are final sale and cannot be refunded or exchanged unless defective or damaged.

8. Shipping Costs

  • Return Shipping: You are responsible for the cost of return shipping, except in cases where the product is defective or damaged.

  • Original Shipping: Shipping fees are non-refundable, and if you receive a refund, the cost of return shipping will be deducted from your refund.

9. Customer Service

If you have any questions or need assistance with returns or refunds, please feel free to contact our customer service team:

    • Email: cs@wxmcosmetics.com

    • Phone: +254722672213
                   +254721928767
                   +447931563982

    • Address: Nairobi ,Kenya

We are here to help and ensure that your experience with WXM Cosmetics is seamless and enjoyable!

10. Changes to This Policy

We reserve the right to update or modify this Refund & Returns Policy at any time. Any changes will be posted on this page, with an updated effective date. Please review this policy periodically to stay informed about our return and refund practices.

By placing an order with WXM Cosmetics, you acknowledge and agree to this Refund & Returns Policy.

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