Return and Refund Policy

Last updated: 26 July 2026

Thank you for shopping with Ozana Beauty. We want you to be satisfied with your purchase and will assist promptly if your order is incorrect, damaged, defective, or expired.

About Ozana Beauty

Ozana Beauty is the retail arm of Omnishades Worldwide Ltd, bringing multiple cosmetics and beauty brands together for consumers through its stores and ozanabeauty.com.

In this policy, “we,” “us,” and “our” refer to Omnishades Worldwide Ltd, operating through Ozana Beauty. “You” refers to the individual consumer, and “goods” or “products” refers to packaged cosmetics, skincare, personal-care, and other beauty products purchased directly from Ozana Beauty.

Purchases Covered by This Policy

This policy covers consumer purchases made directly through:

• ozanabeauty.com; and
• Participating Ozana Beauty stores.

Purchases made through a brand website—including cathydoll.ke, babybright.ke, or phoera.ke—or through another retailer are governed by the return and refund policy of the original sales channel. The original sales channel is responsible for processing any return, exchange, or refund for those purchases.

Cancelling an Order

You may request to cancel an online order while it is still eligible for cancellation. This does not apply to an in-store purchase that has already been completed and collected.

To request a cancellation, call or send a WhatsApp message to +254 717 497 965, or email [email protected], and provide your order number. WhatsApp is recommended for urgent cancellation requests.

If your order has already been processed or dispatched, we may be unable to cancel it. Where cancellation is still possible after processing has begun, you may be responsible for actual costs already incurred, such as delivery charges. We will explain any applicable charge before completing the cancellation.

Change-of-Mind Returns

Because packaged cosmetics and beauty products are sensitive to hygiene and safety, change-of-mind returns are accepted only where all the following conditions are met:

• You contact us within 48 hours after receiving or collecting the product.
• The product is unused, unopened, and in its original packaging.
• Any hygiene seal or protective packaging remains intact.
• You provide your receipt, order confirmation, or other proof of purchase.
• The product was purchased at its regular price.

Sale, promotional, discounted, and clearance products are not eligible for change-of-mind returns, except where required by applicable law.

Approval of a change-of-mind return will be based on these stated conditions.

Promotional Bundles and Free Gifts

To receive a full change-of-mind refund for a promotional bundle or a product that included a free gift, all associated products and gifts must be returned unused, unopened, and in their original packaging. If an associated product or gift is not returned, its value may be deducted from the refund where permitted by applicable law.

Incorrect, Damaged, Defective, or Expired Products

Please contact us as soon as possible if you receive a product that is:

• Different from what you ordered;
• Damaged when delivered;
• Defective or not of reasonable quality;
• Expired when delivered;
• Missing from your order; or
• Otherwise materially different from its description.

Where possible, report the problem within 48 hours after delivery or collection and provide:

• Your order number or proof of purchase;
• A description of the problem; and
• Clear photographs of the product, packaging, batch number, expiry date, or damage, where relevant.

The 48-hour reporting period helps us investigate delivery-related problems promptly. It does not exclude any rights you may have under applicable law where a defect could not reasonably have been discovered within that period.

Products that were incorrect, damaged, defective, or expired when supplied may be opened where opening the product was reasonably necessary to discover the problem.

After inspection, if we confirm the issue, we will offer an appropriate remedy, which may include a replacement, exchange, or refund.

Product Safety and Adverse Reactions

If you experience an unexpected reaction, stop using the product, retain its packaging, batch number, and proof of purchase, and contact us promptly. Seek medical attention where necessary.

A product is not defective merely because its shade, scent, texture, or finish does not meet your personal preference. We will investigate suspected contamination, incorrect labelling or formulation, tampered packaging, or other safety concerns.

Depending on our findings, we may replace or refund the product, withdraw affected stock, or issue a recall.

Products That Cannot Be Returned

We cannot accept a change-of-mind return for:

• Products that have been opened or removed from their original packaging;
• Products with a broken, removed, or tampered hygiene seal;
• Products that have been used or tested; or
• Products damaged or stored improperly after delivery or collection.

These exclusions do not apply where the product was incorrect, damaged, defective, unsafe, misdescribed, or expired when supplied, or where applicable law provides otherwise.

Returning a Product

Before returning a product, send a WhatsApp message to +254 717 497 965 or email [email protected]. We will assess your request and explain the next steps.

Eligible products may be returned to the following participating Ozana Beauty stores:

• Prestige Plaza — Ngong Road, Nairobi
• BBS Mall — General Waruingi Road, Eastleigh, Nairobi
• Nextgen Mall — Mombasa Road, Nairobi
• Juja City Mall — Thika Road, Juja

Please bring the product together with your receipt, order confirmation, or other proof of purchase.

If an approved return is to be sent by courier, we will provide the correct return address and courier instructions in writing. Package the product securely and use a trackable delivery service. We cannot inspect or process a courier return until we receive it.

Return Delivery Costs

We will cover reasonable return-delivery costs where we supplied an incorrect, damaged, defective, unsafe, misdescribed, or expired product.

For an approved change-of-mind return, you are responsible for the cost and risk of returning the product.

Please contact us before arranging a courier return so that responsibility for the delivery cost can be confirmed.

Inspection, Decisions, and Complaints

We normally inspect returned products within two business days after receiving them. We will communicate our decision in writing. If a claim is rejected, we will explain the reason.

If you disagree with the decision, you may request reconsideration through WhatsApp or [email protected], quoting your order or claim reference and providing any additional information. A senior Omnishades team member will review the claim.

Exchanges depend on stock availability. If a replacement is unavailable, we may offer a refund or another product with your agreement.

Complaints that remain unresolved after reconsideration may be escalated to the management of Omnishades Worldwide Ltd through [email protected]. This process does not limit any right to pursue another remedy available under applicable law.

Refunds

Approved refunds will be processed within seven business days after approval. M-Pesa refunds will normally be sent to the number used for payment. Cash purchases will be refunded at the relevant store or through another agreed method. Other refunds will be returned to the original payment method where reasonably possible.

If the original payment method is unavailable, we will arrange a verified alternative with the purchaser. Your bank, mobile-money provider, or card issuer may require additional time to reflect the refund.

Original delivery charges will be refunded where the return results from an error or problem for which we are responsible. Delivery charges are generally not refundable for change-of-mind returns.

Your Legal Rights

Nothing in this policy limits or excludes any right or remedy available under applicable law, including consumer rights under the Constitution of Kenya and the Consumer Protection Act.

Contact Us

For cancellations, returns, refunds, or questions about this policy, contact us:

Phone and WhatsApp: +254 717 497 965 Email: [email protected]