Refund & Returns Policy

Last updated: August 2026

At Nappytalia Cosmetics, we take care to ensure that our products are prepared and dispatched in good condition.

Due to the nature of cosmetic and personal care products, and for hygiene and safety reasons, our refund and returns policy is subject to the conditions below.

All Sales Are Final

All sales are considered final once an order has been completed.

We do not accept returns, exchanges or refunds due to a change of mind, personal preference, ordering the wrong product, or dissatisfaction with characteristics such as fragrance, texture or consistency when the product is not defective.

This does not affect any rights that cannot legally be excluded under applicable consumer protection laws.

Opened or Used Products

For hygiene and safety reasons, opened or used cosmetic and haircare products cannot be returned or exchanged unless the product is confirmed to be defective.

Please do not use a product after discovering visible damage, leakage or another issue if you intend to report it to us.

Damaged Products

Please inspect your order immediately upon delivery.

Any visible damage, leakage, broken packaging or other visible issue must be reported to Nappytalia immediately upon receipt of the order.

To report a damaged product, please provide:

  • Your full name
  • Your order number or order details
  • Clear photographs of the affected product
  • Clear photographs of the external and internal packaging
  • A brief description of the issue

Please keep the product and its original packaging until we have reviewed your request.

Claims relating to visible delivery damage that are reported only after the product has been used or the original packaging has been discarded may not be accepted where we are unable to reasonably verify the condition of the order at delivery.

Hidden or Non-Visible Defects

If you discover a defect that could not reasonably have been identified when the order was delivered, please stop using the product and contact us as soon as the issue is discovered.

We may request photographs, videos, batch information or other details necessary to assess the issue.

Incorrect Items

If you receive a product different from the product you ordered, please contact us immediately and do not open or use the incorrect item.

Please send us your order details together with a clear photograph of the product received.

Review of Claims

Reporting an issue does not automatically guarantee a refund.

Nappytalia Cosmetics will review the information provided and determine the appropriate solution based on the circumstances of the claim.

Where a claim is approved, the solution may include, as appropriate:

  • Replacement of the affected product
  • Store credit
  • A refund

The appropriate solution will depend on the nature of the issue, product availability and the circumstances of the order.

Delivery and Shipping Costs

Delivery and shipping charges are generally non-refundable.

Where an approved claim results directly from an incorrect, damaged or defective product supplied by Nappytalia, we will determine the appropriate resolution, including any applicable delivery arrangements.

International Orders

For international orders, shipping charges, customs duties, import taxes, clearance fees and other charges paid to couriers, customs authorities or other third parties are generally non-refundable.

Please refer to our Shipping Policy for further information regarding international deliveries and customs charges.

Refused, Uncollected or Undeliverable Orders

Nappytalia Cosmetics is not responsible for additional costs resulting from incorrect or incomplete delivery information provided by the customer, failure to receive or collect an order, refusal of delivery, or failure to pay applicable customs or import charges.

Where a parcel is returned to us in these circumstances, any shipping, return shipping, customs or other costs incurred may be deducted from any amount that may otherwise be refundable, subject to applicable law.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

Once an order has been processed, prepared for dispatch or handed over to a courier, cancellation may no longer be possible.

Contact Us

For questions regarding product returns, damaged items or refunds, please contact Nappytalia Cosmetics:

Products & Orders
info@nappytalia.it

WhatsApp
+233 20 116 0403