Refund and Return Policy for Janssen Cosmetics
Return Policy
We hope you love what you ordered! However, if you are not completely satisfied, we offer an easy return service for returnable products, as described for each item. Easy returns follow the steps and conditions below:
- You have 48 hours from the order delivery date to request a return or exchange through the return service on the app or website or by contacting customer service via WhatsApp at +971 4435 7689.
- The item must be eligible for return, as described in the return policy applicable to each product.
- The cost of returning or exchanging the item will be covered by us for the first return or exchange. The customer will not bear any costs for the first return. However, if the item is returned or exchanged more than once, the customer will be responsible for the return shipping costs.
- The reason for the return must be stated, and the item must be unused.
- Electrical items must be returned only if they are non-functional and must be in their designated packaging.
- If multiple items are returned or exchanged from multiple orders, we recommend returning them together in a single shipment.
- Cosmetics cannot be returned if they have been opened or used.
- For clothing of all types, the product must be new, unworn, unwashed, undamaged, and unaltered. It must also have the original brand tags and protective labels (if applicable).
- For shoes, bags, and luggage: Products must be returned in new, unworn, and undamaged condition, with the original brand packaging and all included accessories (such as shoe loops, shoelaces, and dust bags). Shoes must only be tried on a clean, soft surface.
- For furniture: The product must be new, unused, undamaged, and in its original packaging, including all accessories, the user manual, and any included parts.
- For mobile phones, laptops, and other electronic devices: Products must be returned in their original sealed and unused condition. If the product has been used or activated, we reserve the right to return it to the authorized service center. If the product is damaged, the company will cover the return costs. However, if the damage is caused by the customer, the return will be rejected, and the customer will bear the full shipping costs. Please erase all personal information from the product and return it in its original packaging along with any manuals, accessories, and free gifts provided. If the product is missing parts or is in an unsellable condition upon return, a refund will not be issued. If you wish to claim the manufacturer’s warranty, we will assist you in contacting the manufacturer.
- For all other returnable categories, items must be in brand-new condition and in their original packaging.
- The following products cannot be returned or exchanged: bodysuits, lingerie, swimwear, party and event supplies, pet supplies, custom-made products, jewelry, and accessories (except scarves, bags, and mermaid hats).
- Products marked as "Non-Returnable" or "Surprise Sale" are non-returnable. Promotional products and free gifts cannot be returned. Additionally, products specially manufactured for you cannot be returned or exchanged, and orders containing such products cannot be canceled.
- All returned products are subject to quality inspection. The return or exchange will be processed only after approval by the quality inspection department.
Important Notes:
- We do not accept returned products without a proper return request.
- Please ensure that the return request and products are complete before shipping. We will not be responsible for the return of non-Janssen Cosmetics products.
- If the quantity of returned products does not match the requested quantity, the courier may refuse to accept the return.
- Upon arrival at our warehouse, returned products will be inspected and tested. If they do not meet the return requirements—such as being washed, damaged, unsealed, activated, missing original tags, or in an unsellable condition—the return will not be accepted. In exceptional cases, we may, at our sole discretion, offer a partial or full refund.
- If you wish to reuse the original shipping packaging for the return, please remove or cover the shipping label to avoid misdelivery.
- Refunds will not be issued until we receive the returned goods or you provide proof of return, whichever comes first.
- If you experience any issues with your return, please contact Customer Service within 14 days of submitting your order.
Refunds
Refund Method
Your return request will be processed within five business days, and a refund will be issued accordingly.
Contact Us
For questions, feedback, or support requests, please contact our Customer Service team through any of the following methods:
