Refund policy
REFUND, RETURN, CANCELLATION & ORDER AMENDMENT POLICY
At Tụrụ Beauty Store, we take care to ensure that every order is accurately processed, properly packaged and dispatched in accordance with the information provided by the customer.
Please read this policy carefully before completing your purchase.
By placing an order on our website, you acknowledge that you have reviewed your order, selected the correct products and quantities, and provided the correct delivery information before making payment.
ORDER CANCELLATION
Orders placed and paid for on our website are considered confirmed orders and may begin processing for fulfilment immediately.
Customers are responsible for reviewing their order carefully before completing payment.
Tụrụ Beauty Store does not accept order cancellations solely on the basis of a change of mind, whether or not the order has been processed, packed or dispatched at the time the cancellation request is received.
Submitting an email, message or other cancellation request does not automatically cancel an order or suspend its processing, packing or dispatch.
Where a cancellation request relates to an error, defect, incorrect item or another circumstance protected under applicable Nigerian consumer-protection law, please contact us with your order number and details of the issue so that the request can be assessed appropriately.
Nothing in this policy excludes or limits any right or remedy that cannot lawfully be excluded under applicable Nigerian law.
MESSAGES SENT OUTSIDE CUSTOMER-CARE HOURS
Our website remains open for orders 24 hours a day. However, our customer-care channels are not monitored 24 hours a day.
Customer-care hours are:
Monday to Saturday: 9:00 a.m. – 6:00 p.m.
Sunday: 12:00 p.m. – 5:00 p.m.
The time at which a customer sends a message is not the time at which the request is deemed reviewed or accepted by Tụrụ Beauty Store.
Messages, emails or cancellation requests received outside these hours will ordinarily be reviewed during the next customer-care period.
Sending a cancellation or amendment request outside customer-care hours does not automatically suspend the processing, packing or dispatch of an order.
If an order enters fulfilment before an out-of-hours request is reviewed, the order may proceed as originally placed.
ORDER AMENDMENTS AND ADDITIONAL ORDERS
Once payment has been completed, customers should not assume that an order can be amended. Tụrụ Beauty Store is not obligated to change products, quantities, delivery details or other order information after an order has been placed.
Where Tụrụ Beauty Store agrees to an amendment as a customer-service courtesy, such approval is entirely at our discretion and does not create an entitlement to amendments on future orders.
Where we provide a free-delivery code specifically to enable a customer to add products to an existing undelivered order, additional purchases made with that code will be consolidated with the original order and remain subject to this policy.
CHANGE OF MIND
Please carefully review your order before completing your purchase.
Tụrụ Beauty Store does not accept cancellations, returns or refund requests solely because a customer has changed their mind after completing an order.
This includes, but is not limited to, situations where a customer decides that they no longer want an item, purchased an item in error, changes their preference after placing the order, or subsequently decides to purchase a different product.
Customers are therefore responsible for confirming the products, quantities and other order details before completing payment.
A change-of-mind request does not become eligible for cancellation or refund simply because the order has not yet been dispatched or delivered.
This policy does not limit any rights or remedies available to a customer under applicable Nigerian consumer-protection law, including where goods supplied are defective, unsafe, incorrect, materially different from their description, or otherwise fail to meet applicable legal requirements.
RETURNS
To be eligible for consideration for a return, the product must be:
unused;
unopened and with any original seal intact;
in the same condition in which it was received; and
in its original packaging.
You must also provide proof of purchase.
Where a product qualifies for return, the customer must contact Tụrụ Beauty Store within 24 hours of receiving the order.
Contacting us within 24 hours does not, by itself, make a product eligible for return or guarantee that a return or refund will be approved.
Please do not send any product back without first contacting us and receiving return instructions.
A request to return an item does not constitute automatic approval of the return or refund.
PERSONAL CARE, BEAUTY AND HYGIENE PRODUCTS
For hygiene, health and product-integrity reasons, opened, used or unsealed personal-care, skincare, cosmetic, beauty and hygiene products are not accepted for change-of-mind returns.
Where a product remains unopened and unused, any return request will be considered in accordance with this policy and applicable Nigerian consumer-protection law.
DAMAGED, DEFECTIVE, INCORRECT OR MISSING ITEMS
Please inspect your order as soon as you receive it.
If you believe that you received:
an incorrect product;
an incorrect quantity;
a damaged product;
a defective product; or
an item materially different from what you ordered,
please contact us promptly with your order number and clear photographs or videos where appropriate.
Customers making a claim regarding an incorrect, damaged, defective or missing item may be required to provide the order number, photographs, videos, packaging and any other information reasonably necessary for us to investigate the claim.
Customers should retain the product and all relevant packaging until the complaint has been resolved. Products that are the subject of a complaint should not be discarded, altered or unnecessarily used while the complaint is being assessed.
We will investigate the issue and, where the complaint is established, provide the appropriate remedy in accordance with applicable law.
Where an item appears to be missing, we may ask you to carefully check the complete package and packaging before the claim is assessed.
PRODUCT PACKAGING
Manufacturers occasionally update product packaging, labels, bottle designs, colours or other non-material aspects of presentation.
A packaging variation alone does not necessarily mean that an incorrect product has been supplied, provided the product itself corresponds materially with what was ordered.
If you are uncertain about a product received, please contact us before opening or using it.
REFUNDS
A refund will only be issued where Tụrụ Beauty Store has confirmed that a refund is due under this policy or applicable law.
Where inspection of a returned product is required, no refund will be processed until the product has been received and assessed.
Where a refund has been approved, we will notify you. The refundable amount will be limited to the amount actually paid for the affected product, together with any other amount required to be refunded by applicable law.
Approved refunds will ordinarily be made through an appropriate available payment method. Processing times after a refund has been issued may vary depending on the customer's bank, card issuer or payment provider.
Original delivery charges and other costs already incurred may not be refundable where permitted by law and where the return or cancellation results solely from a customer's change of mind.
Where the return or refund arises because Tụrụ Beauty Store supplied an incorrect, defective or otherwise non-conforming product, the appropriate remedy will be provided in accordance with applicable law.
DELIVERY AND REFUSED ORDERS
Refusing delivery does not constitute a valid cancellation of an order.
Where a customer refuses delivery of a correct order without a legally valid basis, the order will not automatically become eligible for a refund. The customer will be responsible for reasonable delivery, return and redelivery costs incurred as a result of the refusal, where permitted by law.
Where a customer refuses an otherwise correct order without a legally valid basis, any additional delivery, return or redelivery costs incurred may be borne by the customer where permitted by law.
This does not affect a customer's rights where the goods delivered are incorrect, defective, damaged or otherwise subject to a statutory right of rejection or return.
UNSUCCESSFUL DELIVERY
Customers are responsible for providing accurate delivery information and being reasonably available to receive their orders.
Where delivery cannot be completed because the customer provided incorrect or incomplete information, cannot be reached, is unavailable to receive the order, or otherwise prevents delivery from being completed, any reasonable additional delivery or redelivery costs may be borne by the customer where permitted by law.
An unsuccessful delivery attempt does not constitute cancellation of the order.
SALE, PROMOTIONAL AND DISCOUNTED ITEMS
Promotional pricing, discount codes and sale offers do not remove any consumer rights provided by law.
However, change-of-mind cancellations or returns involving promotional or discounted purchases remain subject to the eligibility requirements in this policy.
Where a refund is approved for an item purchased at a discount, the maximum refundable product amount is the amount actually paid for that item, not its regular retail price.
Where a discount was conditional upon the purchase of multiple products or reaching a particular order value, any refund legally due may take account of the effect of the return on the original promotion, to the extent permitted by law.
RETURN DELIVERY
Where a return has been authorised, we will provide the appropriate return instructions.
Customers should not independently send products to Tụrụ Beauty Store without receiving return instructions first.
Where a return arises solely from an approved change-of-mind request, the customer may be responsible for the return delivery costs where permitted by law.
Where Tụrụ Beauty Store supplied an incorrect, defective or otherwise non-conforming product, responsibility for reasonable return costs will be determined in accordance with applicable law.
FREE GIFTS AND PROMOTIONAL ITEMS
Free gifts, complimentary products and promotional items have no cash value and cannot be exchanged for cash or refunded.
Where a refund or return results in an order no longer satisfying the conditions under which a promotional gift was provided, Tụrụ Beauty Store may require the promotional item to be returned unused and in its original condition, or otherwise account for the promotional benefit to the extent permitted by law.
CONTACT US
For questions concerning an order, cancellation, return or refund, please contact us through the customer-care channels provided on our website.
Please include your name, order number and a clear description of your request so that we can assist you efficiently.