RETURN POLICY
Due to the personal nature of beauty products, we do not offer refunds or returns for opened or used items. Your satisfaction and safety are our top priorities, and we take careful measures to ensure all products meet high-quality standards before they reach you.
Thank you for considering Shop New Level for your shopping needs. Please review our return policy before making your purchase to ensure that you understand our policies and procedures.
Exceptions for Defective Products
If you receive a product that is defective or damaged, please notify us within 3 days of receipt. To qualify for a replacement or store credit:
- Contact our customer service team with your order number.
- Include a clear description and photo of the defect or damage.
- Once verified, we will provide instructions for a return or issue a replacement.
Non-Returnable Items
- Products that have been opened, used, or show signs of tampering.
- Items returned without prior confirmation from our customer service team.
Return Policy:
- All of our products are carefully inspected before they are shipped.
- We're currently not accepting returns of beauty products eg Lipsticks, Liners, Oils etc
- You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Refund Policy:
- We do not offer cash refunds.
- Refunds will only be made in the case of a sold-out item that has not been processed or shipped.
- Refund processing takes 3-5 working days.
- Shipping fees are not refunded.
- If you do not want a cash refund, we will send you a gift card for the amount spent minus the shipping fee.
- We do not offer refunds on purchased gift cards.
- Sales and discounted items are not eligible for exchange, return, or refund under any circumstances.
We appreciate your understanding and are always here to answer any questions about our products before purchase.
If you have any questions about our return or refund policies, please contact us at shopnewlevel@gmail.com or +254740401355.