Returns and Refunds Policy

Your rights come first

This policy applies to purchases directly from lovedishie.com. It offers a 14-day change-of-mind return window for eligible unopened products. That window and the hygiene conditions below do not restrict statutory rights concerning faulty, unsafe, unsuitable, or misdescribed goods under applicable Nigerian consumer law.

Unopened change-of-mind returns

Email support@lovedishie.com within 14 calendar days of delivery to request a return. Eligible products must be unused, unopened, in their original packaging, with seals intact, and in a condition suitable for resale. Keep your order number or another reasonable proof of purchase.

For hygiene reasons, opened or used skincare products and products with broken seals are not eligible for our voluntary change-of-mind return offer. This exclusion does not apply to a valid claim about a defect, safety issue, incorrect item, or other statutory entitlement. Sale items have the same statutory protection and may be returned for a change of mind if they meet these conditions.

Damaged, faulty, or incorrect products

Contact us as soon as reasonably possible if an item arrives damaged, leaks, is incorrect, is missing, or appears faulty. Provide your order details, a description of the issue, and photographs where reasonably available. Photos help us investigate but do not replace your legal rights. Keep the product and packaging until we explain the next steps; do not return an unsafe or leaking item without instructions.

We will assess the issue and offer the appropriate remedy, such as replacement or refund, in accordance with the law. Under section 132 of the Federal Competition and Consumer Protection Act, goods that fail the applicable quality standards can be returned within three months of delivery, without penalty and at the supplier’s risk and expense, for the statutory remedy. Other rights may apply beyond that period.

The 14-day change-of-mind window, an opened seal, or a discounted price does not remove these protections.

How to request a return

1. Email support@lovedishie.com with your order number, the product involved, and the reason for the request.
2. We will confirm the appropriate return instructions and destination. Please do not send a parcel to an address shown on a product label or to an unconfirmed address.
3. Where a physical return is needed, pack the item securely and follow the agreed shipping instructions. Keep proof of dispatch and use a trackable service where practical.

We do not charge a restocking fee for an eligible return. Contacting us before shipping helps prevent delays; it is not a waiver of statutory rights.

Return shipping and delivery charges

For eligible change-of-mind returns, you pay the return shipping cost. The original delivery charge is generally not refunded for a change-of-mind return, except where applicable law requires otherwise.

For a valid claim caused by a faulty, damaged, incorrect, or misdescribed item, we arrange or reimburse reasonable necessary return shipping and refund delivery charges where required by law. Contact us first to agree safe and appropriate shipping. We will not deduct a return shipping charge from a statutory remedy simply because the product is faulty.

Refunds and timing

We will confirm receipt and assess the return or supporting information. We will notify you of the decision and explain any rejection. Once a refund is approved, we process it within 7 business days, normally to the original payment method. Your bank or payment provider may take additional time to display the credit.

The refunded product amount is the amount actually paid after discounts. For a partial return, only the relevant returned items and any applicable delivery amount are refunded. We do not replace a cash refund legally due with store credit unless you agree.

If an approved refund is missing, check the original payment account and contact us for the refund reference. Do not send card numbers or payment passwords by email.

Exchanges, cancellations, and bundles

For a change-of-mind exchange, contact us to discuss stock availability and any price or shipping difference. Replacement remains available as a remedy for eligible product faults.

Contact us quickly if you need to cancel or amend an order. We will check whether dispatch can be stopped. If it has already shipped, we will explain the return options without removing any cancellation right that applies by law.

For a voluntary change-of-mind return of a bundle sold as one set, return the complete unopened set. If one bundle item is faulty or incorrect, we will assess an appropriate remedy for the affected item or set; you do not lose your statutory rights because it was bundled.

Skin concerns and purchases elsewhere

Individual skin responses and results vary. If you experience an unwanted reaction or have a product safety concern, stop using the product and contact us with the order and product details. An individual response is not automatically proof of a defect, but we will assess reported faults, safety issues, and any applicable right to a remedy. The hygiene exclusion is not a blanket rejection of these claims.

If you bought through another retailer or marketplace, contact that seller for its order and return process. You can still report a dishié product concern to us.

Contact and complaints

Returns, refunds, and order support: support@lovedishie.com. We operate in Nigeria and will provide the correct return destination for your case.

If a concern remains unresolved, you may contact the Federal Competition and Consumer Protection Commission or pursue another available legal remedy.