Refund policy

Returns & Refunds policy

Issues we can help with

Please contact us if you receive an incorrect, damaged or defective product, an item is missing from your order, or a product arrives with less than 3 months remaining before expiry.

We do not offer change-of-mind returns or exchanges. This policy does not limit your rights under applicable consumer law.

Report an issue

Please report the issue within 48 hours of delivery or collection so we can investigate promptly. Send your order number and a description of the problem to support@tuibeauty.com or WhatsApp +254700715796. Include photos of the product, packaging and expiry date where relevant.

Keep the affected item and its packaging while we review your request. Please contact us before sending anything back so we can provide the appropriate instructions. Do not use a product that appears damaged or defective.

Assessment and resolution

Customer Care will review the information and explain the next steps. Depending on the issue, we may arrange a replacement, refund or partial refund. If the item needs to be returned for assessment, we will provide return instructions.

Approved refunds

Approved refunds will be processed within five (5) to seven (7) business days through an appropriate payment method determined by Tui Beauty.

The applicable refund method may depend on the original payment method and the circumstances of the refund.