RETURN AND REFUND POLICY
At Fairness Cosmetics, we carefully inspect and securely package every order. Please read the following conditions before requesting a return or exchange.
1. REPORT DELIVERY PROBLEMS WITHIN 24 HOURS
Incorrect, missing, visibly damaged or leaked products should be reported within 24 hours of delivery to help us investigate the shipment promptly.
Contact us through the website chat or email at info@fairnesscosmetics.com and provide:
• Your name and order number.
• Clear photographs of the parcel and product.
• A continuous, unedited unboxing video.
• A description of the issue.
The video must begin before opening the parcel and clearly show the shipping label, sealed package, opening process and received products.
The unboxing video is mandatory under our delivery-claim verification process. However, this requirement does not remove any rights granted to customers under applicable Egyptian law.
2. FAIRNESS HOLOGRAM STICKER
Products must retain the original Fairness hologram sticker, manufacturer seals, protective wrapping and packaging.
A non-defective product will not be accepted for return or exchange if the Fairness hologram sticker, safety seal or original packaging has been removed, opened, damaged or altered.
Removing the sticker or seal does not affect statutory rights where a product is proven to be defective, damaged, counterfeit or different from what was ordered.
3. ELIGIBLE RETURNS
Subject to applicable law, a non-defective product may be returned if:
• It is unused, unopened and in its original condition.
• All seals and the Fairness hologram sticker remain intact.
• The original packaging, accessories, gifts and invoice are included.
• The product can be safely restored to saleable condition.
• Proof of purchase is provided.
Because cosmetics, fragrances and personal-care products are sensitive to hygiene, safety and storage conditions, opened, tested, sprayed or used products cannot be returned for a change of mind.
4. DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS
If a product arrives damaged, defective, counterfeit, different from the order or not matching its stated specifications, please contact us immediately.
Subject to verification and applicable law, Fairness Cosmetics will offer an appropriate replacement or refund without charging the customer return costs.
Egyptian Consumer Protection Agency guidance provides a 30-day period for defective or non-conforming goods and requires qualifying refunds or replacements without additional cost.
5. RETURN AND EXCHANGE CHARGE
A 100 EGP return or exchange charge applies to customer-requested, non-defective returns or exchanges where legally permitted.
The 100 EGP charge does not apply when Fairness Cosmetics confirms that:
• The wrong product was delivered.
• The product arrived damaged.
• The product is defective or does not match its description.
• The return must be free of charge under applicable law.
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