Return & Refund Policy
We want you to love your TACHABeauty order.
If something isn’t right, this Policy explains when products may be returned, when refunds may be issued and what to do if you receive an incorrect, damaged or defective product.
This Policy applies to eligible products purchased directly through the official TACHABeauty website.
Products purchased from another retailer, reseller, marketplace or stockist must normally be returned to the place of purchase in accordance with that seller’s return policy.
Your statutory rights under applicable consumer protection law remain unaffected.
RETURNS
1. CHANGE-OF-MIND RETURNS
If you change your mind about an eligible purchase, you may request a return within 7 calendar days of delivery, provided that the product:
- has not been used;
- has not been opened;
- remains sealed where a hygiene or protective seal was supplied;
- is in its original packaging;
- has not been altered or damaged after delivery; and
- is in a condition suitable for resale.
Proof of purchase or your TACHABeauty order number will be required.
Please contact us before sending any product back. Returns sent without prior authorisation may experience delays in processing.
2. OPENED COSMETICS
For hygiene and safety reasons, cosmetic products that have been opened, used, swatched or had their protective seal broken generally cannot be returned simply because you changed your mind.
This includes products such as:
- lip gloss;
- lip oil;
- lip liners;
- eye products;
- foundations;
- brushes; and
- all other cosmetics that come into direct contact with the skin, lips or eyes.
This restriction does not apply where the product is defective, damaged, unsafe, materially different from what was ordered or where you otherwise have a legal right to a remedy.
3. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
If your order arrives:
- damaged;
- broken;
- defective;
- with the wrong item;
- with an incorrect shade or product;
- missing an item; or
- materially different from its description,
please contact TACHABeauty Customer Care as soon as possible after delivery.
Please provide:
1. your order number;
2. the name of the affected product;
3. a brief description of the problem; and
4. clear photographs or video showing the issue where reasonably requested.
Please keep the product and its packaging until our team has reviewed your request. Do not dispose of a damaged or defective item before we advise you that it is no longer required.
Once the issue has been reviewed, we may offer an appropriate remedy such as a replacement, refund or other solution in accordance with the circumstances and applicable consumer law.
4. ALLERGIES & PRODUCT REACTIONS
Cosmetics can affect individuals differently.
Customers are responsible for reviewing ingredients before use, particularly where they have known allergies or sensitivities.
If you experience an unexpected adverse reaction, stop using the product.
5. ITEMS THAT GENERALLY CANNOT BE RETURNED
Subject always to applicable consumer rights regarding faulty or non-conforming goods, the following are generally not eligible for change-of-mind returns:
- opened or used cosmetic products;
- products with broken hygiene seals;
- free samples;
- complimentary gifts;
- products clearly identified as final sale, where legally permitted;
- products purchased from unauthorised third-party sellers; and
- products damaged after delivery through misuse or improper handling.
6. PROMOTIONAL GIFTS & BUNDLES
If your purchase included a free gift as part of a promotion and you return the qualifying purchase, we may require the promotional gift to be returned as well.
Where a product was purchased as part of a set or bundle, the complete set may need to be returned in order to receive a full refund unless the individual item is defective.
Where only part of a discounted bundle is returned, any refund may be recalculated to reflect the promotional terms originally applied, where permitted by law.
HOW TO RETURN
7. HOW TO START A RETURN
Before sending an item back, contact:
Email: tachabeautyhq@gmail.com
Phone/WhatsApp: +234 905 555 0037 / +234 907 307 7626
Include your:
- full name;
- order number;
- product being returned;
- reason for return; and
- photographs where the item is damaged, incorrect or defective.
Our team will confirm whether the product is eligible and provide return instructions.
Do not send products to an address found online or on packaging unless our Customer Care team has confirmed that it is the appropriate returns address.
8. RETURN SHIPPING COSTS
For an approved change-of-mind return, the customer may be responsible for return delivery costs unless TACHABeauty states otherwise.
Where we confirm that an item was supplied incorrectly, damaged on arrival or defective, TACHABeauty will provide an appropriate return or collection solution where required.
Original delivery fees are generally non-refundable on change-of-mind returns unless required by applicable law or the entire order is being refunded because of an issue for which TACHABeauty is responsible.
9. RETURN PACKAGING
Returned items should be safely packaged to prevent damage while in transit.
Where possible, we recommend using a trackable delivery service and keeping proof of postage until your return has been completed.
TACHABeauty cannot be responsible for a return package that is lost before it reaches us where the return method was arranged independently by the customer, except where applicable law provides otherwise.
10. INSPECTION OF RETURNS
All returned products may be inspected when received.
We may decline a change-of-mind refund where the product:
- has been used;
- has been opened;
- has a broken hygiene seal;
- has been materially damaged after delivery;
- is missing essential packaging or components; or
- otherwise fails to satisfy this Policy.
REFUNDS & EXCHANGES
11. REFUNDS
Once an approved return has been received and inspected, we will notify you of the outcome.
Approved refunds will generally be made to the original payment method used for the order, unless another method is required or agreed.
After TACHABeauty processes the refund, the amount may take additional days/time to appear in your account depending on your bank, card issuer, payment provider or financial institution.
Any processing time controlled by your payment provider is outside TACHABeauty’s direct control.
12. EXCHANGES
We generally do not process direct exchanges for change-of-mind purchases.
Where your return qualifies, you may return the eligible item for a refund and place a new order for the product or shade you want.
Where TACHABeauty sent you an incorrect product or an item is defective, our Customer Care team may arrange a replacement where appropriate and stock is available.
13. ORDER CANCELLATIONS
Orders are prepared for dispatch quickly.
If you wish to cancel an order, contact us immediately with your order number.
We will make reasonable efforts to assist, but submitting a cancellation request does not guarantee that the order can be stopped once processing or dispatch has begun.
If cancellation is no longer possible, the product may still qualify for return under this Policy.
Your statutory cancellation rights, where applicable, remain unaffected.
14. MISSING PACKAGES
If your tracking information shows that your parcel has been delivered but you have not received it, please:
1. confirm the delivery address on your order;
2. check with anyone who may have accepted the parcel on your behalf;
3. check any safe delivery location used by the courier; and
4. contact TACHABeauty Customer Care promptly.
We will review the information available and, where appropriate, work with the delivery partner to investigate.
OTHER SELLERS & RIGHTS
15. PURCHASES FROM OTHER SELLERS
TACHABeauty can directly process website returns only for products purchased through our official sales channels.
If you purchased an authentic TACHABeauty product from an authorised retailer or another approved sales channel, please contact that retailer regarding its return procedure.
This does not prevent you from contacting us with a genuine product quality or safety concern.
16. FAIR USE OF OUR RETURNS POLICY
Our Return & Refund Policy is designed to protect genuine customers.
We reserve the right, subject to applicable law, to investigate or restrict return activity reasonably associated with:
- suspected fraud;
- returning products that were not purchased from us;
- deliberate damage;
- repeated abuse of promotions;
- falsified claims; and
- other dishonest activity.
This provision will never be used to remove a consumer’s legitimate statutory rights.
17. YOUR CONSUMER RIGHTS
Nothing in this Policy is intended to exclude, restrict or waive rights available to you under applicable consumer protection law.
Where applicable law provides you with a remedy that is more favourable than a term contained in this Policy, the applicable legal right will prevail.
CONTACT US
18. CONTACT US
For return, refund or order-related questions, contact:
TACHABeauty Customer Care
Email: info@tachabeautyhq.com
Phone/WhatsApp: +234 905 555 0037 / +234 907 307 7626
Please include your order number whenever contacting us about an order.
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