Returns & Exchanges

Returns designed for peace of mind

If a JOSEANN purchase isn’t the perfect fit, our straightforward returns process gets you to a refund or exchange quickly and professionally.

30-day return window

Same-day review for Kenyan requests

Compostable return packaging

How it works

How the JOSEANN return process works

Follow these four steps to ensure every product arrives back in excellent condition. Need assistance? Chat with us on WhatsApp +254701581629.

Submit Your Request

Start the process from your JOSEANN account within 30 days

Select the items you wish to return and include a brief note. Our customer care team reviews every request within one business day.

Repack Securely

Use original packaging or equivalent protection

Keep applicators sealed and return all components. If the original box is unavailable, use sturdy packaging to protect the products in transit.

Courier Collection or Drop-off

Schedule a pickup or visit our partner hubs

We coordinate with trusted couriers across Kenya. Kisii, Nairobi, and Nakuru enjoy doorstep service; other regions can arrange drop-off via WhatsApp support.

Refund or Exchange

Processed within three business days of inspection

Choose a refund to your original payment method or immediate JOSEANN store credit. We keep you updated at each stage.

Begin your return

Log into your account and choose the items you wish to return. Our team responds within hours.

Start return request

Product categories

Return guidance by category

Skincare, Makeup, Fragrance

30-day return window

Unopened, unused products may be returned within 30 days. Opened items qualify only if a quality concern is verified by our team.

Beauty Tools & Accessories

Integrity check

Brushes, tools, and beauty tech must be unused with seals intact. Manufacturing defects are repaired or replaced immediately.

Gift Sets & Limited Capsules

Complete set required

Return the full set in its original arrangement. Individual pieces can only be refunded separately if they were damaged on arrival.

Not eligible

Items we cannot accept back

To protect product integrity and our artistry partners, the following cannot be returned unless they arrive damaged or defective.

Personalised engraving or bespoke shade matches (unless faulty)

Gift cards and digital experiences

Opened skincare or colour cosmetics without a verified quality concern

Items returned after 30 days from delivery date

Products missing original components, accessories, or protective seals

Beyond returns

Value-added support

Sustainable Loop

Unopened returns are repurposed for training or donated to vetted community partners to reduce waste.

Shade Match Support

Need a better shade? We offer one complimentary complexion replacement within 14 days, with no need to send the original back.

Dermatologist Review

If a formula reacts poorly with your skin, our quality team reviews the batch and prioritises an exchange or refund.

Need assistance with a return?

Chat with our customer care team on WhatsApp or email care@joseann.com. We can arrange pickups, help with shade exchanges, or tailor solutions across Kenya and beyond.

Chat on WhatsApp Email Support