Returns, Refunds & Exchanges

Due to hygiene, health and safety considerations, opened or used skincare, cosmetic and personal-care products cannot ordinarily be returned or exchanged simply because a customer has changed their mind.

Products may be considered for return, replacement or refund where:

• The incorrect product was supplied.
• The product was damaged when received.
• The product was defective.
• The product was expired when supplied.
• The product received is materially different from what was ordered.

Please notify Ms Jay Beauty Care within 7 days of receiving the product if there is a problem with your order.

We may request photographs, proof of purchase, order details and photographs of the packaging/product before processing the request.

Nothing in this policy excludes any rights or remedies a customer may have under applicable Botswana law.

Where there is nothing wrong with the product, returns or exchanges for change of mind are generally not accepted for skincare, cosmetics and other hygiene-sensitive products once they have been opened, used or their original seal has been broken.

Where Ms Jay Beauty Care agrees to accept an unopened product for exchange, the product must be unused, in its original packaging and in resalable condition.

Proof of purchase may be required.

Individual skin responds differently to skincare and cosmetic products.

A product not producing the results a customer expected does not, by itself, mean that the product is defective.

If you experience significant irritation or an unexpected reaction, discontinue use and contact Ms Jay Beauty Care for guidance. Where appropriate, seek advice from a qualified healthcare professional.

A refund is not automatically available solely because a customer experiences sensitivity or because a product is unsuitable for their individual skin, except where required by applicable law or where the product itself is defective or otherwise fails to meet applicable legal requirements.

We encourage customers to disclose known allergies or sensitivities and to follow the recommended product instructions.

If you receive an incorrect, damaged or defective product, please contact us as soon as reasonably possible and provide:

• Your name
• Order number or proof of purchase
• Description of the problem
• Clear photographs or video where appropriate

Once assessed, Ms Jay Beauty Care may, depending on the circumstances and applicable legal requirements, offer a replacement, exchange, repair where appropriate, or refund.

Customers are responsible for providing accurate delivery information when placing an order.

If an order is returned to us because an incorrect or incomplete delivery address was provided, additional delivery charges may apply before the order is resent.

If your parcel arrives visibly damaged, please photograph the parcel and its contents and contact us promptly.

Completed beauty or spa treatments are generally not refundable merely because a client changes their mind or expected a different cosmetic result.

Results vary between individuals depending on factors including skin condition, lifestyle, home care, treatment history and adherence to aftercare instructions.

However, if you have a genuine concern regarding a treatment received at Ms Jay Beauty Care, please contact us promptly so that the matter can be reviewed.

We may invite you for an assessment before determining the appropriate resolution.

This does not limit any rights or remedies available under applicable Botswana law.

Treatment packages, prepaid sessions and memberships are subject to the terms communicated at the time of purchase.

Once a package has been partially used, any refund or adjustment request will be assessed based on the circumstances, the services already provided and applicable law.

Promotional or discounted packages may also be subject to specific promotional terms communicated before purchase.

Where a deposit or advance payment is required to secure an appointment, the applicable booking and cancellation terms will be communicated during the booking process.

Failure to attend an appointment or cancellation outside the permitted cancellation period may result in the deposit being forfeited, subject to the applicable booking terms and Botswana law.

Where a refund is approved, it will ordinarily be made using the original payment method where reasonably possible.

Processing times may vary depending on the bank, card provider, mobile-payment provider or other payment service used.

Delivery charges may not be refundable where the original delivery service was successfully completed, except where required by law or where the return resulted from an error by Ms Jay Beauty Care.

We may require reasonable proof of purchase before processing a return, exchange or refund.

This may include:

• Website order confirmation
• Receipt
• Invoice
• Electronic payment confirmation
• Other verifiable Ms Jay Beauty Care purchase record

Subject to applicable consumer-protection laws, we may refuse a return or exchange where:

• The product has been used or substantially consumed and is not defective.
• The product has been damaged through misuse or improper storage after purchase.
• The customer has not followed reasonable product-use instructions.
• The item was not purchased from Ms Jay Beauty Care.
• There is insufficient evidence of the claimed defect or purchase.
• The request is fraudulent or abusive.

For returns, exchanges, refunds or order concerns, contact:

Ms Jay Beauty Care

Gaborone:

Remmogo Crossing Mall, Gaborone

gabs@msjaybeautycare.co.bw

Cell: 75 120 892

Tel: 311 7677

Francistown:

Toro Junction Mall, Francistown

ghetto@msjaybeautycare.co.bw

Cell: 71 430 758

Tel: 241 0131

Please include your name, order number or proof of purchase and a brief explanation of your concern.

Last Updated: 22 September 2026

Ms Jay Beauty Care reserves the right to update this policy from time to time. Nothing in this policy is intended to remove or limit a customer’s statutory rights under applicable Botswana law.