Refund policy
1. Returns & Exchanges
Due to hygiene and safety reasons, we cannot accept returns or exchanges on opened, used, or unsealed cosmetic products. This policy helps us maintain the highest standards of product quality and customer safety.
However, if you receive a damaged, defective, or incorrect item, we’ll gladly replace it or issue a refund. To be eligible, please contact us within 7 days of receiving your order.
2. Eligibility for Return or Refund
You may be eligible for a return or refund if:
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The item arrived damaged or leaking.
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You received the wrong product or shade.
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The item is unused, unopened, and in its original packaging.
To process your request, please email us at info@kandyrose.co.za with:
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Your order number
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A photo of the product and packaging
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A short description of the issue
Our team will review your request and get back to you within 2–3 business days.
3. Refunds
Once approved, refunds will be issued to your original payment method. Please allow 5–10 business days for the transaction to reflect, depending on your bank or payment provider.
If a replacement product is preferred, it will be shipped at no extra cost once the return has been approved.
4. Sale & Promotional Items
Unfortunately, sale items, promotional bundles, and mystery boxes cannot be returned or refunded unless they arrive damaged or incorrect.
5. Contact Us
We’re here to help!
If you have any questions or need assistance with your order, please reach out to our friendly customer service team:
📧 info@kandyrose.co.za
🌐 www.kandyrose.co.za