Return eligibility

A product may be returned within 7 days of delivery where:

• The product is unused and unopened.
• The original seal has not been broken or removed.
• The product remains in its original packaging.
• The product is in the same condition in which it was received.
• You provide a valid order number or proof of purchase.

Products that cannot be returned

For hygiene and product-safety reasons, we generally cannot accept returns for:

• Opened or used skincare, body care, haircare or cosmetic products.
• Products with broken or removed safety seals.
• Products damaged through improper use, handling or storage after delivery.
• Products returned without proof of purchase.
• Clearance or final-sale products, except where the product was defective, damaged, expired or incorrectly supplied.

Opened products may only be considered for return where the product received was damaged, defective, expired or different from the product ordered.

Damaged, defective, expired or incorrect products

Please inspect your order when it arrives. If a product arrives damaged, defective, expired, leaking, incorrect, or missing from the order, notify us within 48 hours of delivery.

Please provide:

• Full name
• Order number
• A description of the problem
• Clear photographs or videos of the product
• Photographs of the outer packaging where applicable

Once the claim has been verified, we may provide an appropriate replacement, refund or other reasonable resolution. Where the problem was caused by Beauté by ESP, you will not be responsible for reasonable return-delivery costs.

Change-of-mind returns

Where an eligible unopened product is returned simply because you changed your mind, you will be responsible for the return-delivery cost. Original delivery charges are not normally refundable for change-of-mind returns.

How to request a return

Contact us before returning any product. Please do not send products back before receiving return instructions from us.

Refunds

A refund may be approved where:

• An eligible return has been accepted.
• A damaged, defective, expired or incorrect product cannot reasonably be replaced.
• An order is cancelled before dispatch.
• You have overpaid.
• The same order has accidentally been paid for more than once.
• A payment has been made by mistake.
• Payment was successfully deducted but no valid order was created or confirmed.
• Another verified payment or order error requires reimbursement.

Overpayments, duplicate and mistaken payments

Overpayments

Where you pay more than the amount actually due, the verified excess will be refunded. We may ask for your name, order number, transaction reference, amount paid, correct order amount and proof of payment.

Duplicate payments

Where the same order has accidentally been paid for more than once, any additional verified payment not used for another valid order will be refunded. Where an additional payment corresponds to another product or order you expressly requested, it will not be treated as a duplicate.

Mistaken payments

If you pay by mistake, including against the wrong order or an incorrect amount, contact us immediately. We will review whether the transaction can be verified, whether an order has been processed or dispatched, whether products have been supplied, and whether the payment relates to another valid order. Where no product has been supplied and the mistaken payment can be verified, an appropriate refund will normally be processed.

Failed or unconfirmed payments

If money has been deducted but your order has not been confirmed, do not immediately attempt another payment.

First:

• Check your email or order confirmation.
• Check whether the payment has been reversed automatically.
• Contact us with your payment reference and proof of deduction.

We will verify the transaction through our payment records and Paystack where necessary.

Order cancellations

Orders may be cancelled before dispatch. Once an order has been processed or dispatched, immediate cancellation may no longer be possible, and you would need to follow the return procedure after receiving the product. Submitting a cancellation request does not automatically guarantee cancellation.

Refund method

Approved refunds are normally returned through the original payment method used, which may include card, Mobile Money, bank payment or another supported channel.

Paystack states that refunds initiated through its system are generally expected to reach customers within 3 to 10 working days, depending on your bank or payment provider.

We will not ordinarily redirect a refund to an unrelated person, wallet or bank account without additional verification.

Order processing

Orders are normally processed within 1 to 2 business days after successful payment confirmation. Orders placed on weekends or public holidays normally begin processing on the next business day. Processing time is separate from delivery time.

Estimated delivery times

These are estimated delivery periods, not guaranteed delivery dates. International customers should note that customs inspections, duties or local delivery procedures may extend delivery times.

Delivery charges

Delivery fees may depend on your delivery location, package size or weight, delivery method, courier charges and international shipping requirements. The applicable charge is displayed during checkout or clearly communicated before an order is completed.

Your responsibility

Please provide accurate details:

• Full name
• Telephone number
• Email address
• Delivery address
• Region or country
• Relevant landmark or delivery instructions

We may not be responsible for additional delays or costs resulting from incorrect or incomplete information. If you notice an error in your delivery information, contact us immediately. Changes may no longer be possible after dispatch.

Delivery confirmation

An order may be regarded as successfully delivered when it has been received by you, received by an authorised person at the stated delivery location, marked as delivered by the courier after successful delivery, or left at a location you specifically authorised. Please make sure someone is available to receive your package.

Unsuccessful delivery

Where delivery cannot be completed because you cannot be contacted or are unavailable, the address is incorrect, access to the location is unavailable, or the delivery is refused without a valid product-related reason, an additional delivery charge may apply before another attempt is made.

Delayed deliveries

Delivery may occasionally be affected by circumstances outside our reasonable control, including courier delays, heavy traffic, severe weather, public holidays, customs procedures, network interruptions, transportation disruptions, incorrect customer information and other unforeseen circumstances. Where we become aware of a significant delay, we will make reasonable efforts to update you.

Missing or damaged deliveries

Missing, incorrect or visibly damaged deliveries should be reported within 48 hours. Please provide your order number, a description of the issue, photographs where appropriate, and delivery or tracking information where available.

Information we may collect

When you browse our website, place an order, make a payment or contact us, we may collect:

• Full name
• Email address
• Telephone or WhatsApp number
• Billing address
• Delivery address
• Products purchased and order history
• Transaction reference and payment status
• Customer-service correspondence
• Reviews or feedback
• Website usage information
• Device and browser information
• Cookie information
• Marketing preferences

Payment information

Payments on this website may be processed through Paystack and other approved payment providers, who may collect the information necessary to authorise and process transactions.

How we use personal information

We may use personal information to:

• Process orders and confirm payments.
• Deliver products and send order and delivery notifications.
• Provide customer support.
• Process cancellations, returns and refunds.
• Investigate duplicate, failed or suspicious transactions.
• Prevent fraud.
• Maintain transaction and business records.
• Improve our website and analyse website usage.
• Communicate about products and promotions where permitted.
• Meet legal, tax, regulatory and compliance obligations.

Information we may share

Where necessary, personal information may be shared with trusted organisations involved in providing our services, including payment processors such as Paystack, banks and payment networks, Mobile Money providers, delivery and courier providers, website hosting and technology providers, website analytics providers including Google Analytics, customer-communication providers, professional advisers, and government or regulatory authorities where disclosure is legally required.

Paystack

Where Paystack processes your payment, certain personal and transactional information may be processed by Paystack to complete the transaction, manage refunds, prevent fraud and comply with regulatory obligations. Paystack recognises data-subject rights including rights relating to information, access, rectification, erasure where applicable, objections to processing and withdrawal of consent. Paystack’s own privacy practices also apply to information processed directly through its services.

International data processing

Some service providers used in operating our website, payments or communications may process information outside Ghana. Where applicable, reasonable steps will be taken to ensure that personal information remains appropriately protected.

Marketing communications

Where you have consented or where otherwise permitted by law, we may send information about new products, promotions, offers, brand updates and events. You may opt out at any time. Opting out of marketing does not prevent us from sending essential messages relating to an existing order, payment, refund or delivery.

Cookies

Our website may use cookies and similar technology to maintain shopping-cart functionality, remember website and currency preferences, support checkout, improve performance, understand visitor activity and measure marketing performance. We use Google Analytics to understand how visitors find and use our website. It collects information such as pages viewed, approximate location, device and browser type, and actions like adding a product to the cart or completing an order. This information is used in aggregate to improve our website and is subject to Google’s own privacy practices. Browser settings may be used to manage cookies, though disabling essential cookies may affect some website functions.

Information retention

Personal information is retained only for as long as reasonably necessary to complete orders, manage customer relationships, maintain financial and transaction records, handle complaints, prevent fraud and meet legal and regulatory requirements. Information may be retained longer where required by law or an ongoing dispute.

Your rights

Subject to applicable law, you may request to:

• Access personal information held about you.
• Correct inaccurate information.
• Update incomplete information.
• Request deletion where appropriate.
• Withdraw consent.
• Object to certain processing.
• Opt out of direct marketing.
• Ask questions about how your information is being used.
• Lodge a privacy complaint with the appropriate authority.

You may also raise applicable data-protection concerns with Ghana’s Data Protection Commission.

Security

We use reasonable organisational and technical measures intended to protect personal information against unauthorised access, loss, misuse, alteration and disclosure. However, no online system can be guaranteed to be completely secure, and you remain responsible for keeping your passwords, devices and payment credentials secure.

Changes to this policy

We may update this Privacy Policy when our operations, technology, payment methods or legal obligations change. The latest version will be published on this website with its updated effective date.

Business information

Products

We make reasonable efforts to ensure information displayed on our website is accurate, including product names, descriptions, ingredients, sizes and volumes, prices, images, directions for use and product benefits.

Product packaging, appearance or colour may vary slightly because of product updates, manufacturing batches, photography, screen settings or packaging changes. Material changes to a product will be reflected on the website when reasonably practicable.

Cosmetic and skincare information

Beauté by ESP products are cosmetic and personal-care products. Unless specifically authorised and lawfully presented otherwise, information on this website is not intended to diagnose, treat, cure or prevent a disease or medical condition. Individual skincare results may vary.

Please:

• Read product labels and ingredient lists before use.
• Follow the stated directions.
• Conduct an appropriate patch test when using a new skincare product.
• Avoid contact with eyes unless the product is designed for that area.
• Stop using a product if significant irritation occurs.
• Keep products away from children where stated on the product.
• Seek professional advice if you have known allergies, serious skin concerns or medical conditions.

Prices

Product prices are clearly displayed before checkout. Where the website offers more than one currency, displayed conversions may vary due to exchange-rate changes. Your bank, card issuer or Mobile Money provider may independently apply conversion rates, international transaction fees or other charges that we do not control.

Orders

Placing an order does not automatically guarantee acceptance. An order is considered confirmed when payment has been successfully confirmed, the products are available, and Beauté by ESP accepts the order.

We may cancel or reject an order where a product is unavailable, pricing or product information contained a material error, payment cannot be verified, fraud or unauthorised activity is suspected, delivery cannot reasonably be completed, incorrect customer information has been provided, or the transaction would violate applicable law or payment-provider requirements. If payment has already been received for an order we subsequently cancel, an appropriate refund will be arranged.

Payments

Payments may be processed through Paystack and other supported providers. Available methods may include card, Mobile Money, bank payment and other options shown during checkout. Availability may depend on your bank, Mobile Money operator, payment network, country or provider limits.

Where you experience an overpayment, duplicate payment, mistaken payment or a deduction without order confirmation, follow the process in our Returns & Refunds Policy. Do not repeatedly attempt payment where money has already been deducted without first checking the transaction status.

Product availability

All products are subject to availability. We may limit quantities, temporarily remove unavailable products, discontinue products, update packaging or correct errors in product information. Where an unavailable product has already been paid for and no acceptable substitute has been agreed, you will be eligible for an appropriate refund.

Website use

You may not use this website for fraudulent activity or unlawful transactions, to interfere with website functionality, to gain unauthorised access to systems or customer information, to use another person’s payment information without authority, to submit deliberately false customer or delivery information, or to distribute malicious software. Orders associated with suspected fraud may be delayed, investigated or cancelled.

Intellectual property

Unless otherwise stated, the Beauté by ESP brand name, logo, product photography, graphics, packaging designs, written content, videos, website design and other original creative material are owned by Beauté by ESP or used with appropriate permission, and may not be reproduced, distributed or commercially exploited without permission.

Third-party services

Our website may use third-party services such as Paystack, banks, Mobile Money operators, delivery providers, hosting providers and analytics or communication providers, which may be subject to their own terms and privacy policies. Beauté by ESP is responsible for its products and customer obligations, while third-party providers remain responsible for services they independently provide.

Limitation of liability

To the extent permitted by applicable law, Beauté by ESP will not be responsible for loss arising solely from misuse of a product, failure to follow product directions, undisclosed allergies or sensitivities, incorrect customer information, unauthorised use of payment credentials, third-party network outages, courier delays outside our reasonable control, bank or Mobile Money downtime, or events outside our reasonable control.

Nothing in these Terms is intended to remove or restrict a consumer right that cannot legally be excluded under Ghanaian law.

Governing law

These Terms are governed by the laws of the Republic of Ghana. We encourage you to contact us first so that complaints can be investigated and resolved directly.