Refund & Returns
Last updated: [DATE]
We want you to love your shade. If something is not right, this policy explains what we can do, and because foundation is a hygiene-sensitive product, what we cannot.
The short version: unopened products can be returned within [14] days. Opened or used products cannot be returned for hygiene reasons, unless they are faulty, damaged or not what you ordered. In those cases we will always put it right.
1. Returning an unopened product
You may return an unused product within [14] days of delivery for a refund, provided that:
- it is unopened, unused and still sealed;
- the outer packaging and any protective seal are intact;
- you have proof of purchase (your order number is enough).
To start a return, email contact@myshadez.com with your order number and the reason. Please do not send anything back before contacting us, as we need to give you the correct return address.
2. Why we cannot accept opened cosmetics
Once a foundation has been opened or used, we cannot resell it, and accepting it back would put other customers’ safety at risk. For that reason opened or used products cannot be returned or exchanged simply because the shade was not right. This is standard practice across the beauty industry and is permitted under UAE consumer protection rules for hygiene-sensitive goods.
This does not affect your rights where a product is faulty, damaged, expired, or not what you ordered.
3. Faulty, damaged or incorrect items
If your order arrives damaged, leaking, past its expiry date, or is not what you ordered, contact us within [7] days of delivery at contact@myshadez.com with your order number and a photograph. We will arrange a replacement or a full refund, including delivery costs, at no charge to you. You will not need to pay return postage in these cases.
4. Shade not right?
We would rather help than take a product back. If your shade is not working for you, email us. Tell us how it looks in daylight, whether it oxidised, and what you were wearing before. We will give you honest guidance on which of our shades would suit better, and your feedback goes back into the community data that improves matching for everyone.
[OPTIONAL: describe any one-time shade exchange or credit you choose to offer as a goodwill gesture.]
5. Return postage
- If the product is faulty, damaged or incorrect, we pay.
- If you are returning an unopened product because you changed your mind, you pay. We recommend a tracked service, as we cannot refund items that do not reach us.
6. How refunds are made
Once we receive and check your return, we will confirm by email and issue your refund to the original payment method within [14] days. How quickly it appears depends on your bank or card issuer, which is outside our control. Original delivery charges are refunded only where the return is due to a fault or our error.
7. Cancelling before dispatch
If you change your mind before your order has been dispatched, email us as soon as possible and we will cancel and refund in full. Once an order has been dispatched, the return process above applies.
8. Contact
Anything at all about a return: contact@myshadez.com. We read every message ourselves.