Refund policy
# Returns & Refunds Policy
Last updated: October 2026
At GrabNGo, customer satisfaction is important to us. If you receive an incorrect, defective, damaged, or significantly different product, please contact us so that we can assist you.
## Return Requests
Please contact us within 7 days of receiving your order if you believe there is a problem with your product.
Send your request to:
[grabngobeautyshop@gmail.com
Please include:
* Your order number
* Your name
* A description of the problem
* Clear photographs of the product
* Photographs of the packaging, where applicable
* A video where it is necessary to demonstrate a product defect
We may request additional information before approving a return or refund.
## Eligible Returns
A return or refund may be considered when:
* You received the wrong product.
* The product arrived damaged.
* The product is defective.
* The product is materially different from the product description.
The item may need to be returned before a refund or replacement is issued.
## Change of Mind
Because our products are sourced and fulfilled specifically for customer orders, **change-of-mind returns may not be accepted unless required by applicable law**.
If you would like to request a change-of-mind return, contact us before sending anything back. We will review the request and advise whether the item qualifies.
## Items That Cannot Be Returned
For hygiene and safety reasons, certain personal-care, beauty, cosmetic, or intimate products may not be eligible for return once opened or used, except where required by applicable law.
Products that have been damaged through misuse, improper handling, or normal wear and tear may also not qualify for a refund.
## Refunds
If your refund is approved, the refund will normally be issued to the original payment method used for the purchase.
The time it takes for the refund to appear in your account depends on your payment provider or bank.
## Replacements
Where appropriate, GrabNGo may offer a replacement instead of a refund.
If a replacement is unavailable, we may provide an alternative resolution or refund where applicable.
## Return Shipping
If the return is approved because the product was defective, damaged, incorrect, or otherwise qualifies for a return under applicable law, we will provide instructions regarding the return process.
Do not send products to an address without first contacting us and receiving return instructions.
Important
Please do not automatically return an item to the address shown on the parcel. Contact us first so that we can provide the correct return instructions.
Contact
For return or refund requests:
GrabNGo
Email:grabngobeautyshop@gmail.com
071 012 5679