Last updated: 26 October 2026
At Ward & Pink, we aim to provide products that match their descriptions and to package orders carefully. This policy explains how we handle defective or incorrect products and refund requests.
1. Defective or Damaged Products
If you receive a damaged or defective product, please contact us as soon as possible, explain the issue and provide clear photographs of the product and packaging where available.
We will review the case and determine an appropriate resolution, which may include an exchange, replacement product or refund, depending on the circumstances and applicable law.
2. Products That Do Not Match the Order
If you receive a product different from the item you ordered, please do not use it. Contact us so we can arrange an appropriate resolution.
3. Change of Mind and Opened Products
Due to the nature of personal care products and hygiene considerations, we generally do not accept returns of products in good condition solely because of a change of mind, particularly opened or used cosmetics.
However, this restriction does not apply where the law gives the customer a right to return, exchange or receive a refund, including cases involving defects or non-conformity.
4. How to Submit a Request
Please contact customer service and provide:
- Order number.
- Name and phone number used for the order.
- Product name.
- A brief explanation of the issue.
- Photographs of the product and packaging where necessary.
We will review your request and contact you regarding the next steps.
5. Return Costs
Where a return or exchange results from our error, a defect or non-conformity, we will handle return costs in accordance with applicable law and the circumstances.
Customers will not be charged costs that cannot lawfully be imposed on them.
6. Refunds
Approved refunds will be issued to the original payment method where possible, or through another suitable method agreed upon when necessary.
Additional time may be required for the refund to appear in your account, depending on your bank or payment provider.
Delivery charges and other fees will be refunded where required by law or applicable to the approved case.
7. Order Cancellations
You may request cancellation before order preparation begins by contacting us.
Once preparation or dispatch has begun, cancellation may not be possible. This does not affect any statutory consumer rights.
8. Consumer Rights
This policy is subject to the laws applicable in Oman and is not intended to exclude or restrict any legal right to a replacement, return or refund.
9. Contact Us
Email: [email protected]
WhatsApp: +968 9317 1233
Website: https://wardandpink.com
Ward & Pink – Sultanate of Oman