Returns
To be eligible for returns products cannot be opened or tampered with. Ensure all product seals, tags, and accessories are left intact for Authentic Cosmetics to accept returns. Secondly, proof of purchase is required. Unfortunately, returns for products that are a result of gift cards or promotional coupons are not accepted.
Returns could be because of the following cases:
- Wrong item delivered.
- Damaged item delivered.
- Change of mind.
At the point of delivery, packaging should be carefully unwrapped, and the product inspected to ensure it’s the correct item with no damage. To provide nationwide deliveries Authentic Cosmetics works with third parties, some of which require a 24hr notice for returns. For all returns, please contact us within 24 hours (preferably after inspection at delivery) at returns@authenticcosmetics.co.ke to start the return. Return requests received 24hrs after a valid delivery, will not be accepted.
Wrong item
We offer 5 business days for wrong item returns, provided you notify us within 24hrs of a valid delivery. Please attach any photos to showcase the product label and type, when you e-mail us. Please check the side, top, and bottom of the product to find the product label which indicates specifics like shade type.
At rider pickup, if you identify that you have a damaged product, please hand it over to the rider. Some of our third-party carriers accept a return at the pick-up point. If the rider does not accept the item, or they have left, then you will be required to drop it off at the nearest warehouse.
Damaged item
Please attach clear photos supporting the damage when you contact us. Authentic Cosmetics will not accept any damaged item claims after 24hrs. Once the claim is received, please allow us 5 business days to resolve the issue.
At rider pickup, if you identify that you have the wrong product, please hand it over to the rider. Some of our third-party carriers accept a return at the pick-up point. If the rider does not accept the item, or they have left, then you will be required to drop it off at the nearest warehouse.
Change of Mind
Contact us via email within 24 hours of successful delivery. Refunds are only in the form of store credit for change-of-mind items. To receive a store credit, customers will have to open an account on our website.
Refunds
For valid cases of damaged or wrong items, a full refund will be offered, or a product exchange of the same product at no added cost. Your refund will be credited back to the original payment source used for the purchase. Please note that the refund processing time may vary depending on the payment method:
- If you paid via mobile money (M-PESA), the refund will be issued to your mobile money account within 24 hours.
- If you paid via bank card, it may take 3-5 business days for the refund to appear in your account.
To get a faster turnaround for bank and card payments, it’s suggested to request store credit, and then use it for a new order of the same product.