Returns & Refunds

Last updated: 1 June 2026

We want you to love what you buy from Face Forward Cosmetics. Because we sell cosmetics, skincare, and personal-care items, some health and hygiene rules apply to returns. This policy explains when something can be returned, how refunds work, and how to reach us if there's a problem.

1. Items That Cannot Be Returned (Hygiene)

For the health and safety of all our customers, the following cannot be returned or exchanged once opened, used, unsealed, or had their hygiene seal removed:

• Makeup — foundation, lipstick, mascara, eyeliner, eyeshadow, powders, and similar.
• Skincare — cleansers, serums, moisturisers, masks, mists, and treatments.
• Applicators that touch the skin — sponges, puffs, and similar.
• Earrings and other pierced-body jewellery.
• Clearance, sample, and final-sale items (these are marked at the time of purchase).

This is standard practice for beauty retailers and does not affect your rights for faulty goods (see Section 3).

2. Items That Can Be Returned

You may return an item within 7 days of pickup or delivery if it is:

• Unopened and unused, in its original packaging, with any hygiene seals still intact; and
• Accompanied by your order confirmation or proof of purchase.

Tools and brushes in sealed packaging, and unopened accessories, qualify. Once approved, we'll offer you an exchange, store credit, or a refund.

3. Damaged, Faulty, or Wrong Items

Please check your order as soon as you collect or receive it. If an item is damaged, defective, expired, or not what you ordered, contact us within 48 hours and we'll sort it out at no cost to you. Where possible, please send a photo of the item — it helps us resolve things faster.

For genuinely faulty products, you are entitled to a replacement, repair, or refund in line with Jamaica's Consumer Protection Act. Nothing in this policy limits those rights.

4. How to Request a Return

1. Contact us first. Call (876) 816-1875 / (876) 970-0470 or email sharon.wint@gmail.com with your order details and the reason for the return. Please do this before sending anything back.
2. Wait for approval. We'll confirm whether your item qualifies and tell you the next step.
3. Return the item. Bring the approved item to our store at Orchid Village Plaza, or arrange return delivery as agreed. Items must be in the condition described above.
4. Get your resolution. Once we receive and inspect the item, we'll process your exchange, store credit, or refund.

5. Refunds

• Approved refunds are issued to your original payment method through PayPal, in US Dollars (USD) — the same way you paid.
• We aim to process approved refunds within 5–10 business days. Your bank or card issuer may take additional time to show the credit.
• Because PayPal charges in USD, the amount returned to your card is converted by your bank at its prevailing rate. Small differences from your original charge can occur due to exchange-rate movement — this is set by your bank, not by us.
• Delivery fees are non-refundable unless the return is due to our error (a damaged, faulty, or wrong item).

6. Order Cancellations

Need to cancel? Contact us as soon as possible. If your order hasn't yet been prepared or dispatched, we can usually cancel it and issue a full refund. Once an order has been collected, dispatched, or delivered, the return rules above apply.

7. In-Store Beauty Services & Classes

Bookings for beauty services and School of Beauty courses are covered by separate cancellation and deposit terms shared with you at booking. Deposits for booked services and course fees may be non-refundable. Please ask us for details before you book.

8. Contact Us

We're here to help — reach out any time:

• Face Forward Cosmetics Limited
• Shop #19A, Orchid Village Plaza, 20 Barbican Road, Kingston, Jamaica
• Phone: (876) 816-1875 / (876) 970-0470
• Email: sharon.wint@gmail.com