1. Our promise
If something arrives damaged, faulty or wrong, or an item is missing, we put it right
2. What's covered
Damaged in transit; faulty (doesn't work as it should, e.g. a broken pump or leaking bottle); the wrong item sent; an item missing from the order (OQ-13)
3. What isn't
Change of mind, a product that doesn't suit you, or opened products without a fault. Why: hygiene. These are cosmetics and personal-care products (BR-RET-05). Also damage from use against the instructions
4. Time limit
Tell us within 30 days of delivery or collection (by 23:59 on day 30, BR-RET-01)
5. How to report
Message us on WhatsApp +230 5890 5265 with your order number and at least one photo of the item and its packaging. A team member handles every return personally
6. What happens next
In stock: a replacement, delivered free (Rs 0, no delivery fee). Out of stock: a refund of the item price × quantity, by Juice or bank transfer. The delivery fee is refunded only if the whole order was affected (OQ-13)
7. Returning the item
We may ask the driver to collect the damaged item when bringing the replacement. Damaged items are not resold (BR-RET-04)
8. Refund timing
We send the refund within 7 working days of the decision. Bank transfers may take longer to show
9. Exceptions
Outside the 30 days, the owner may still help case by case
10. Cancelling before delivery
Free before packing. A prepaid order is refunded in full (see Terms §9)