Refund and Returns Policy

We want you to feel confident when shopping with MS Cosmetics. If something is not quite right, please contact us as soon as possible so our team can help.

For hygiene and safety reasons, returned items must be unused, unopened and in their original condition, unless the item is faulty.

Returns Policy

Last updated: July, 2026

At MS Cosmetics, we carefully stock Afro-Caribbean hair care, wigs, extensions, cosmetics, skincare, make-up, barbering products, electricals and professional beauty items. Because many of our products are personal care and hygiene-related, returns must meet the conditions below.

Return Timeframe

If you would like to return an eligible item, please contact us within 7 days of receiving your order.

Items must be returned unused, unopened and in their original packaging. This includes any seals, labels, tags, protective packaging and accessories.

This policy does not affect your statutory rights.

Items Must Be Unused and Unopened

To be accepted for return, the item must be:

Unused
Unopened
Unworn
In original packaging
With all seals, tags and labels intact
In a resalable condition

We cannot accept returns for items that have been opened, used, tried on, worn, damaged after delivery, or returned without original packaging, unless the item is faulty.

Hygiene-Sensitive Items

For hygiene and safety reasons, some products cannot be returned once opened, used, unsealed or tried on.

This may include:

Wigs
Hair extensions
Ponytails and hair pieces
Make-up and cosmetics
Skincare products
Lashes
Contact lenses
Hair oils, creams, gels and treatments
Shampoos, conditioners and leave-in products
Electrical or personal care items used on hair, skin or body

If you are unsure whether a product can be returned, please contact us before sending it back.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged or incorrect, please contact us as soon as possible.

Please include:

Your order number
Your full name
A clear description of the issue
Photos of the product and packaging, where possible

Once we review the issue, we will explain the next steps. Depending on the situation, we may offer a replacement, refund or suitable alternative.

How to Request a Return

To request a return, please contact MS Cosmetics before sending any item back.

Please do not return items without contacting us first, as this may delay your refund or exchange.

Return Postage

Unless the item is faulty or incorrect, customers are responsible for the cost of return postage.

We recommend using a tracked delivery service, as we cannot be responsible for items lost or damaged during return shipping.

Refunds

Once we receive and inspect your returned item, we will let you know whether the return has been approved.

If approved, your refund will be processed to your original payment method. Please allow time for your bank or payment provider to complete the refund.

Exchanges

Exchanges may be available depending on stock. If you would like a different shade, size, colour, wig style, extension type or product, please contact us and our team will do their best to help.

Need Help Choosing?

If you are unsure about a product before buying, please ask us. Our friendly team can help with product guidance for textured hair care, wigs, extensions, colours, brushes, treatments, make-up and professional beauty products.