RETURNS AND REPLACEMENT
If for any reason you are not satisfied with your purchase on Powder, you may request a cancellation, return or replacement. Please note the following conditions:
- All products must be unused, unopened and in the original packaging
- All returns must be authorized and you must contact [email protected] This is at Powder’s discretion
- Products must be returned in saleable condition within 14 days
- Used products may be returned only if they are defective
- We regret to inform you that Powder will not refund the original shipping charges, or bear the cost of returns, unless the product is faulty or incorrect
- Returned products should include the packing slip
- Refunds for orders where the original payment method was Cash or Card on Delivery will be reimbursed with Store Credit
Our logistics partner Shipa will contact you to schedule the pickup following receipt of Powder’s authorization. Returns will be charged at a rate of 25 AED within non-remote areas in the UAE. Shipa will advise you about international returns charges. Please return the product in suitable packaging to ensure it reaches us in good condition. We will refund the purchase price in the form of store credit (provided all the criteria is met) returned within 30 days from the day when you give us notice of cancellation and return. Please note that if you fail to take reasonable care of returned products, or fail to return the product to us, we will be entitled to make a claim.
You may correct errors on your order up to the point on which you click on “submit” during the ordering process. If you have already placed an order for an incorrect item, please email us at [email protected] to amend the order. Please note that if the order has already been processed and dispatched, you will be responsible for the cost of shipping delivery and for the return. However, if products are damaged in transit or if you receive a product in error, we will refund shipping costs.
You may cancel your order by sending an email to [email protected] Please bear in mind that if you cancel the delivery of the order before the order has been processed and dispatched for delivery, you will not be charged for that specific package. However, we require that you notify us in writing that you are cancelling your purchase as soon as possible and no later than the same day of you placing the order. If you cancel the delivery of the order after the order has been processed and dispatched, which may be on the same day, you will be charged the standard delivery charges. The items ordered will be refunded minus the actual delivery charges.
We cannot offer refunds or exchanges on goods that have been opened, or used, for hygiene reasons. For this reason, we welcome requests for samples to try our products, matching make-up colours or sampling a new range for the first time. This helps ensure your purchase is one you love. We also encourage you to patch-test prior to using any new products for the first time.
If you have received an item from Powder as a gift, and you would like to return and exchange it, we will need confirmation of the original purchaser. If the order can be traced and confirmed, you will receive a gift credit for the value of your return. However, if the item was not ordered as a gift at time of purchase, or the gift was directly shipped to the party placing the order, they will receive the credit.