RETURNS & REFUND POLICY

1. Our Commitment

We want customers to shop at Define & Dew with confidence.

If there is a genuine problem with an order, we want to resolve it fairly, promptly and transparently.

This policy explains when products may be returned, exchanged or refunded.

Nothing in this policy limits rights that cannot legally be excluded under applicable consumer-protection laws.

2. Return Request Period

Unless a longer period is required by applicable law, eligible return requests must be submitted within:

30 days after confirmed delivery.

Contact:

support@definedew.com

before returning any product.

3. Return Authorization Is Required

Do not send a product back without contacting us first.

Approved returns will receive:

• Return instructions;
• A return authorization where applicable;
• The correct return destination.

Because our products may be fulfilled through different warehouses or fulfillment partners, the correct return facility can vary by order.

Primary Return Address

101 Katherine Street, Sandton, Gauteng, 0084, South Africa

Where an order must be returned to a different authorized facility, we will provide that address in writing before the customer ships the return.

Do not return products to a supplier address found independently online.

4. Change-of-Mind Returns

Where permitted by applicable law, a change-of-mind return may be accepted if the product is:

• Unused;
• Unopened;
• Unworn;
• Unaltered;
• In resalable condition;
• In original packaging;
• Complete with accessories and seals.

Proof of purchase may be required.

5. Cosmetics and Hygiene-Sensitive Products

For health and hygiene reasons, cosmetics, skincare products, applicators or similar personal-use goods that have been:

• Opened;
• Used;
• Tested;
• Unsealed;
• Contaminated

may not be eligible for a change-of-mind return where applicable law permits such an exception.

This restriction does not remove applicable rights relating to products that are:

• Faulty;
• Damaged;
• Unsafe;
• Incorrect;
• Materially not as described.

6. Damaged Products

If an item arrives damaged, contact us promptly.

Provide:

• Order number;
• Description of damage;
• Clear photographs;
• Video if reasonably needed.

Do not discard the product or packaging until we confirm the next step.

If the claim is verified, the available resolution can include:

• Replacement;
• Refund;
• Another remedy required by applicable law.

7. Defective Products

If a product appears defective, contact us with:

• Order number;
• Explanation of the problem;
• Photographs or video where appropriate.

We may request reasonable information necessary to determine the issue.

Verified defects will be handled in accordance with this policy and applicable consumer law.

8. Incorrect Products

If you receive:

• The wrong product;
• The wrong shade;
• The wrong pack size;
• The wrong quantity

compared with your confirmed order, contact us promptly.

Where the error is ours or our fulfillment partner's, we will provide an appropriate solution without requiring the customer to bear the reasonable cost of correcting our mistake.

9. Missing Items

If part of your order is missing:

1. Check whether the order was split into multiple shipments.
2. Review tracking information.
3. Contact us if all shipments show delivered but an item remains missing.

We will investigate with the applicable fulfillment or shipping partner.

10. Return Shipping Costs

If the Product Is Faulty, Damaged or Incorrect

Where we confirm that the item was defective, damaged in transit or incorrectly supplied, Define & Dew will provide the remedy and return-shipping arrangement required by applicable law and this policy.

Change-of-Mind Returns

Unless applicable law requires otherwise, the customer is responsible for return-shipping costs for approved change-of-mind returns.

We strongly recommend using a trackable shipping service.

We are not responsible for a customer return lost before reaching the approved return facility, except where responsibility cannot legally be excluded.

11. Original Shipping Charges

For a discretionary change-of-mind return, original shipping charges are generally not refundable unless required by applicable law.

Where an order is refunded because of:

• Our fulfillment failure;
• An incorrect item;
• A verified defect;
• A cancellation right provided by law

we will refund any amounts required under applicable law.

12. Refund Processing

After an eligible refund is approved, we normally initiate it within:

5 business days.

Refunds will normally be sent to the original payment method wherever technically possible.

After we initiate a refund, your bank, card issuer or payment provider may require additional processing time before funds appear in your account.

This external processing time is outside our direct control.

13. Partial Refunds

A partial refund may be appropriate where permitted by law if:

• Only part of an order is affected;
• A customer accepts an agreed partial remedy;
• A returned product has suffered customer-caused damage not connected with ordinary inspection.

We will not use partial refunds to deprive customers of mandatory legal rights.

14. Non-Returnable Products

Subject to applicable law, the following may be excluded from discretionary returns:

• Opened cosmetics;
• Used skincare products;
• Unsealed hygiene-sensitive items;
• Gift cards;
• Items marked final sale where legally permitted;
• Products damaged through misuse after delivery.

Faulty-product rights are not affected by a discretionary-return exclusion.

15. Allergic Reactions or Skin Sensitivities

Individual skin sensitivities and allergies differ.

Customers should review available ingredient information before use.

Where appropriate, patch testing is recommended.

A product will not necessarily be considered defective solely because an individual experiences sensitivity to an ingredient that was accurately disclosed.

This does not affect rights relating to unsafe, contaminated, mislabeled or otherwise legally non-conforming goods.

16. Refused or Unclaimed Packages

If a package is:

• Refused;
• Not collected;
• Returned because the customer failed to respond to carrier requests

we will review the order after the package is returned to an authorized facility.

Any refund will be subject to applicable law and reasonable non-recoverable costs where legally permitted.

17. Incorrect Customer Address

Customers must provide complete and accurate shipping information.

If an order is returned because the customer supplied an incorrect or incomplete address, additional shipping costs may apply before reshipment.

This does not apply where the delivery error was caused by us, the carrier or fulfillment partner.

18. Chargebacks and Payment Disputes

We encourage customers to contact us first when something goes wrong because many issues can be resolved quickly.

However, nothing in this policy removes a customer's lawful right to contact their payment provider or card issuer.

We retain transaction, delivery, customer-service and refund records as reasonably necessary to respond to payment disputes and fraud.

19. Contact for Returns

Email: support@definedew.com

Include your order number in all return or refund correspondence.