Refund and Returns Policy
At C-21 Cosmetics, we are committed to the “Root to Soul” philosophy, ensuring every product reaches you in its purest, most potent form. Because our formulations consist of natural butters, Ayurvedic herbs, and organic supplements, we maintain strict hygiene and quality control standards.
1. Returns & Exchanges
Due to the nature of our products (cosmetics and wellness supplements), we cannot accept returns or exchanges on items that have been opened or used. This is to ensure the safety and hygiene of all our customers.
- Unopened Products: If you change your mind, you may return an unopened and sealed product within 7 days of delivery. The item must be in its original packaging with all seals intact.
- Shipping Costs: The customer is responsible for the delivery costs associated with returning unopened items.
2. Damaged or Defective Items
Your satisfaction is our priority. If your order arrives damaged (e.g., a broken bottle or leaking seal) or if you receive the wrong product:
- Please notify us within 48 hours of receipt.
- Send a photo of the damaged item and your order number to sales@c21cosmetics.com / 0592760987.
- We will arrange for a replacement to be sent to you at no additional cost or issue a full refund for the affected item.
3. Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
- Approved Refunds: If approved, your refund will be processed via your original payment method (e.g., Mobile Money or Bank Transfer) within 5–7 business days.
- Exclusions: Please note that shipping fees are non-refundable.
4. Natural Variations & Melting
Because we use raw, natural butters (like Shea and Mango), our products may be sensitive to temperature changes during transit.
- Melting: High temperatures in transit may cause butters to soften or melt. This does not affect the quality or efficacy of the product. Simply place the item in a cool environment to resolidify.
- Botanical Variations: As we use 100% natural Ayurvedic herbs, slight variations in color or scent between batches are normal and a testament to our organic sourcing.
5. How to Start a Return
To initiate a return for an unopened item or report a damaged delivery, please contact our team:
- WhatsApp: 0592760987
- Email: sales@c21cosmetics.com
- Location: Accra, Ghana