Return & Replacement

Our error

Wrong product, wrong quantity or the wrong batch was sent.

Transit damage

The carton or the goods were damaged in the courier’s hands.

Product quality

A manufacturing fault in sealed goods.

Expiry

Shelf life on arrival was shorter than it should have been.

Recall

The manufacturer or we withdrew the batch.

Refused at the door

The consignment was not accepted at delivery.

A change-of-mind return may also be considered where the seal is intact and the goods are resaleable; a restocking fee can apply in that case.

1. Tell your representative as soon as possible — invoice number, item and quantity.
2. We raise an RMA (return authorisation). Please do not send goods back without one.
3. When the goods reach our warehouse they do not go back onto sellable stock — they are held separately for inspection.
4. Inspection checks the seal, the expiry and how the goods were stored. Credit is decided after that, not before.

Once inspection is complete a credit note is issued for the approved quantity, referencing the original invoice. The invoice itself is never edited — the credit note is a separate document, so both what was billed and what was credited stay on the record.

Partial returns are fine; if the rest of a line comes back later the amounts still reconcile to the poisha.

Cosmetics with a broken seal or signs of use are not resaleable — that is a safety matter, and the system will not let them return to sellable stock. Goods damaged by storage conditions on your side, such as direct sun, fall into the same category.