Exchange and Return Policy

MakeOver22 Exchange and Return Policy

MakeOver22 – Your Satisfaction Is Our Priority

At MakeOver22, we are keen to provide a reliable and safe shopping experience, and we are committed to providing original products that comply with specifications, while providing exchange and return options according to the conditions outlined below.

The exchange and return policy is valid for 7 days from the date of receiving the order, and no request can be accepted after this period has expired.

First: The Golden Offer from MakeOver22

For your satisfaction, the Golden Offer allows you to request a return or exchange of certain makeup products within 7 days from the date of receipt, even if the product has been opened, provided that the product was used for testing purposes only, and that there is no visible damage, misuse, or obvious consumption, and that it is not one of the products excluded from the warranty (makeup brushes - beauty blender - body powder).

Acceptance of the request is subject to inspection after the product is received by the MakeOver22 team.

Note: Opened products that are accepted for return under the Golden Offer are not resold in order to protect customer safety.

Second: General Exchange and Return Conditions

To accept an exchange or return request, the following conditions must be met:

• The request must be submitted within 7 days from the date of receiving the order.
• The order number or invoice issued by the MakeOver22 store must be attached.
• The product must be in its original condition as much as possible, with the packaging and accessories, if any.
• The damage must not have resulted from misuse, storage, or transportation by the customer.
• The store has the right to inspect the product before approving the exchange or return.
• Products purchased from other outlets or stores cannot be returned or exchanged through the MakeOver22 store, unless there is a special warranty announced for the product.

Third: Products Not Covered by Return or Exchange

For health or operational reasons, the return or exchange of some products may not be accepted, including:

• Products that have been clearly used or a large portion of them has been consumed.
• Products damaged due to misuse or improper storage.
• Brushes, sponges, or makeup tools.
• Body powder, as it contains a sponge.
• Products that come into direct contact with the eyes or lips after use, unless there is a manufacturing defect.
• Products purchased as part of special offers or clearance sales, if this is clarified on the product page.
• Any product that cannot be re-inspected or handled for health reasons.

This excludes products proven to have a manufacturing defect or an error in the order by the store.

• Differences in Logo and Packaging Design

Due to the gradual update of the MakeOver22 brand identity, some products may arrive with the old or new logo, and the packaging appearance may differ from the images displayed in the store. Differences in the logo or external design are not considered manufacturing defects and do not warrant a return or exchange, provided that the product is authentic, intact, and matches the essential specifications, such as name, shade, size, and expiration date.

• Differences in Texture Resulting from Product Development

The texture, feel, ease of application, or coverage level of some products may differ between the old version and the improved version as a result of formula updates and improvements. This difference is not considered a manufacturing defect or a reason for return or exchange, provided that the product is authentic, intact, safe for use, and complies with the essential advertised specifications.

Exceptions include abnormal changes, such as damage, unusual separation, a noticeable change in color or smell, or a product that does not match the order or the advertised specifications. Such cases are subject to review by the MakeOver22 team.

Fourth: Beauty Devices

Beauty devices can be returned or exchanged within 7 days from the date of receipt in the following cases:

• If the device is unused and in its original condition with all packaging and accessories.
• If a manufacturing defect is found after inspection.
• If a different product from the order was sent.

The return or exchange of the device will not be accepted in the event of breakage, damage, loss of accessories, or use contrary to the instructions.

Fifth: Shipping Costs

In the event of a manufacturing defect or an error in the order by MakeOver22, the store bears the shipping and exchange costs.

In the event of requesting a return or exchange without a defect or error, the customer bears the shipping costs.

The return fee for a sound and undamaged product is 24 riyals, and it is deducted from the refunded amount.

Original shipping fees are non-refundable, except in the event of an error by the store or a confirmed manufacturing defect.

Sixth: Steps to Request an Exchange or Return

To request an exchange or return, please follow the following steps:

• Contact customer service via WhatsApp.
• Provide us with the order number and the reason for requesting the exchange or return.
• Send photos or a video showing the product in the event of damage or a defect.
• The customer service team reviews the request and confirms the next steps.
• After the product arrives at the store, it is inspected by the specialized team.
• The customer is notified of the result of the request: return approved, exchange approved, or request rejected with an explanation of the reason.

Seventh: Request Processing Time

After receiving and inspecting the product, processing an exchange or return request usually takes 2 to 3 business days.

The time required for the amount to appear in the customer's account may vary depending on the bank or payment service provider.

Eighth: Refund Method

In the event that the return is approved, the amount is refunded to the customer after inspecting the product and approving the request, the refund is made to the same account and through the same payment method used when placing the order, and the basic shipping fees and return fees may be deducted in cases where the customer bears these costs.

Ninth: Exchange for Another Product

In the event that the customer wishes to exchange the product for another product:

The price difference, if any, will be calculated.

If the replacement product is more expensive, the customer will pay the difference.

If the replacement product is less expensive, the difference will be processed according to the appropriate method.

The customer bears the shipping fees if the reason for the exchange is not a defect or error by the store.

Tenth: Manufacturing Defects and Damage

In the event of a manufacturing defect or damage before receipt, MakeOver22 is committed to providing appropriate compensation after verifying the condition.

As for damage resulting from misuse, improper storage, dropping, breakage, or using the product in a manner contrary to the instructions, the store does not bear responsibility for it.

Frequently Asked Questions

• Can a product that has been opened be returned?

Yes, some opened makeup products may be accepted under the Golden Offer within 7 days from the date of receipt, provided that the product was used for trial purposes only, and that the product is not damaged or clearly consumed. The request is subject to inspection and approval.

• Are there any return fees?

Yes, if the product is in good condition and has no defect, the customer bears the return shipping label fee of 24 riyals, and it is deducted from the refunded amount.

However, in the event of a manufacturing defect or an error by the store, MakeOver22 bears the return or exchange fees.

• Why might the product logo or packaging appearance differ?

Some products may arrive with the old or new logo as a result of the gradual update of the MakeOver22 brand identity. This does not affect the product’s authenticity or its essential specifications, as long as the product matches the name, shade, size, and expiration date.

• Why might the product texture or coverage level differ?

The texture or coverage level may differ between the old version and the improved version as a result of formula updates and improvements. This difference is not considered a manufacturing defect, provided that the product is authentic, intact, safe for use, and complies with the essential advertised specifications.

• How can I return or exchange a damaged product?

Please contact customer service via WhatsApp and send the order number along with photos or a video showing the problem. The case will be reviewed and the appropriate action will be communicated.

• What is the allowed period for return or exchange?

The allowed period is 7 days from the date of receiving the order.

• How long does the return or exchange process take?

Processing the request usually takes 2 to 3 business days after the product arrives and is inspected.

• When will the amount be refunded?

The amount is refunded after the product arrives, is inspected, and the request is approved. The time required for the amount to appear in the account may vary depending on the bank or payment provider.

• Can the product be exchanged for another product?

Yes, this is possible depending on the availability of the replacement product, with the payment of the price difference, if any.