Returns & Refunds

Customer Satisfaction Commitment:

At Pink Genetics, we prioritize customer satisfaction while maintaining the quality and integrity of our products. Our policy on refunds and exchanges is designed to ensure fairness and clarity for all our customers.

Can I Return My Item for a Refund or Exchange?

We offer refunds or exchanges only under specific circumstances:

  • Faulty or Damaged Products: If a product is found to be faulty or damaged upon arrival.
  • Allergic Reactions: If you experience an allergic reaction to one of our products, please provide appropriate proof, and we will assist you accordingly.

Non-Eligible Items:

  • Hygiene Reasons: We cannot accept returns for items that are simply unwanted or due to a change of mind. Opened makeup cannot be returned unless an allergic reaction has occurred, for which proof will be required.

By making a purchase from our website, you acknowledge and agree to adhere to our refunds and exchanges policy. Should you have any questions or require assistance, our dedicated customer support team is available to help.

How Long After Purchase Can I Make a Return?

  • Notification: Notify us within 7 days of receipt if you receive a damaged or faulty item.
  • Return: Returned items must be received by us within 14 days of receipt.

How to Make a Return?

  • Recommendation: Use a recorded service as we cannot be held responsible for any items that do not reach us.
  • Original Packaging: All items must be returned in their original packaging and should not be opened or tampered with.
  • Shipping Charges: Original shipping charges are non-refundable.

Competition and Giveaway Returns: Products received during a competition win or giveaway cannot be exchanged or returned for monetary value. This includes:

  • Shade Suitability: Items may not be suited to your shade or personal preference.
  • Stock Availability: If an item is out of stock or discontinued, it will not be included in your package.

Pre-order Products:

  • Definition: Any product not currently in stock but available for pre-order on our website.
  • Payment: Full payment is required at the time of placing an order.
  • Shipping: Orders including pre-order products will be held until all items are in stock and shipped together.
  • Cancellation: Contact customer service for modifications or cancellations prior to shipment.
  • Availability: If a pre-order product becomes unavailable or significantly delayed, we will notify you with options to wait, modify, or cancel your order for a full refund.

How Long Does a Refund Take?

  • Processing: Returns are processed within 5-7 working days after receipt of your parcel.
  • Refund Method: All refunds will be processed through PayPal or credited back to your card if paid via telephone.
  • Timeframe: Refunds may take up to 14 working days to enter your account.

Can I Get My Shipping Fees Back?

  • Non-refundable: Original shipping fees or return shipping charges are non-refundable unless the error was made on our part or if you receive a faulty or damaged item.
  • Shipping Delays: We do not reimburse shipping costs due to delays.

I Have Received a Faulty Item, What Do I Do?

  • Contact: Send an image to help@pinkgenetics.com for investigation and assistance.
  • Partial Refund: Up to 10% refund for damaged packaging, depending on severity.
  • Courier Claim: If a partial refund is not accepted, a claim against the courier will be made, taking up to 30 days.

I Have Received an Incorrect or Missing Item in My Order, What Do I Do?

  • Contact: Email help@pinkgenetics.com with an image of your order, the original packing slip, and the invoice.
  • Packing Errors: If we believe the item was packed correctly, we may refuse to resend it.
  • Proof: Keep your outer packaging and packing slip/invoice for identification purposes.

My Order Is Missing, What Do I Do?

  • Contact: Email help@pinkgenetics.com to report a missing order.
  • Courier Claim: Claims for lost parcels can take up to 30 days. Actions will be based on the claim outcome.

Do I Have to Pay for Return Postage?

  • Costs: Customers must cover return postage costs unless the item is faulty or damaged.
  • Proof of Postage: Retain proof of postage for returns, as we are not responsible for returns lost in the post.

Have You Received My Return?

  • Processing Time: Allow up to 14 working days for your parcel to be returned to us. Contact customer care if you haven’t received a refund after 30 working days.

I Made a Mistake on My Order, What Do I Do?

  • Order Amendment: Once an order is placed, we cannot amend addresses or cancel the order.
  • Processing Time: Orders are processed within 5 minutes of placement.
  • Customer Responsibility: Ensure accurate details at the time of ordering. Contact customer support for assistance, though changes are not guaranteed.

Sale Refunds:

  • Price Difference: No refunds for price differences if an order is placed before a sale starts.
  • Sale Items: No refunds on sale items.

For any questions or concerns regarding your order or our refund policies, please contact our customer service team at help@pinkgenetics.com.

By placing an order on our website, you acknowledge that you have read, understood, and agree to these Terms and Conditions. We reserve the right to modify these Terms at any time. Any changes will be effective immediately upon posting on our website. Your continued use of our services and placing orders after such modifications constitutes your acceptance of the revised Terms.