Introduction
Welcome to THE KISS SHOP, operated by DD IMPORT LTD, the exclusive distributor of ROJUKISS products in Mauritius.
We are committed to providing authentic skincare and cosmetics products while ensuring that customer concerns are handled fairly and professionally.
Due to the personal care and hygiene-sensitive nature of our products, we do not ordinarily accept returns or offer refunds for a change of mind. However, if a product is defective, damaged, incorrect or otherwise does not meet applicable legal requirements, we will review the matter and provide an appropriate replacement or refund.
This policy applies to products purchased directly through THE KISS SHOP website or its authorised direct sales channels. Nothing in this policy restricts customers’ rights under applicable Mauritius legislation.

1. General Returns Policy
All purchases are considered final unless the product qualifies for a return, replacement or refund under this policy or applicable law.
We do not ordinarily accept returns or refunds for the following reasons:

• Change of mind after purchase.

• Incorrect products ordered by the customer.

• Personal preference regarding product texture, fragrance or appearance.

• Dissatisfaction with individual skincare results where the product is not defective or misrepresented.

• Products no longer wanted or needed.

• Products opened, used, altered or damaged by the customer, except where a genuine defect or applicable legal right justifies a remedy.
  For hygiene and safety reasons, skincare and cosmetic products cannot ordinarily be returned for resale once their packaging or protective seals have been opened.
  These restrictions do not apply where customers are entitled to remedies under applicable law.

2. Defective, Damaged or Incorrect Products
If a product purchased from THE KISS SHOP is defective, arrives damaged, has expired before delivery, is incorrectly supplied or is materially different from its description, please contact us as soon as possible.
Examples of eligible issues may include:

• A defective or faulty product.

• A product damaged before or during delivery.

• A leaking or broken container.

• An expired product supplied by us.

• An incorrect product or variant supplied.

• Missing products from an order.

• A material packaging, labelling or product-quality issue.
  We will investigate the reported issue and assess the appropriate remedy.
  Where an error or defect is confirmed, THE KISS SHOP may arrange a replacement at no additional cost or provide a refund, depending on the circumstances, product availability, customer rights and applicable legislation.
  Where a refund is appropriate due to an error attributable to us, the full purchase price paid for the affected product will be refunded.
  If only one product in an order is affected, the remedy will ordinarily apply to that product unless the circumstances or applicable law require otherwise.

3. Reporting a Problem and Providing Proof
Customers are requested to report visible damage, incorrect products or missing items preferably within 48 hours of receiving their order.
This reporting period helps us investigate delivery and packing issues promptly. It does not remove legal rights relating to defects discovered later.
To submit a claim, please contact [email protected] and provide:

• Full name and contact details.

• Order number or other proof of purchase.

• Name of the affected product.

• Clear description of the issue.

• Photographs or videos showing the problem, where reasonably possible.

• Photographs of the product packaging, batch number or expiry date, where relevant.
  Customers should retain the affected product and its packaging until we provide further instructions.
  We may request additional reasonable information or inspect the product to verify the issue. A specific photograph or unboxing video is not an absolute requirement where the problem can be established through other reliable evidence.
  False or fraudulent claims may be refused following appropriate investigation.

4. Product Replacements
Where a product qualifies for replacement, our usual procedure is to offer a new unit of the same product, subject to availability and applicable customer rights.
For approved replacements:

• The replacement will be for the same product or an agreed alternative.

• No additional product charge will apply where the issue is attributable to THE KISS SHOP.

• The affected product may need to be returned for inspection.

• We will arrange an appropriate return or collection procedure for confirmed errors attributable to us.
  Where an identical replacement is unavailable, we will discuss an appropriate alternative or refund with the customer.
  A replacement will not be imposed where the customer is legally entitled to a different remedy.

5. Product Returns to Our Coromandel Office
Where a physical return is necessary, the affected product may be returned to our office at:
THE KISS SHOP – DD IMPORT LTD
Lot 31 Montreal 3, Coromandel, Mauritius
Customers must contact us before returning any product so that we can review the request and confirm return arrangements.
Please do not send or deliver products without contacting our team first.
Returns may be made in person by prior arrangement or through an agreed delivery method.
Where a return is required because of our confirmed error or a qualifying defect, reasonable return costs will be borne or reimbursed by THE KISS SHOP where applicable.
Where a product presents a potential safety concern, customers should not return or transport it until they have received suitable instructions.

6. Refund Eligibility
THE KISS SHOP does not ordinarily offer refunds for products that are correctly supplied, conform to their description and are free from defects.
A refund may be provided where:

• A product has a confirmed defect and a refund is the appropriate remedy.

• We supplied an incorrect product and a refund is requested or otherwise appropriate.

• A product was materially damaged before or during delivery under our responsibility.

• A paid product cannot be supplied and no acceptable alternative is agreed.

• An accepted order cancellation requires repayment.

• A refund is required under applicable consumer protection laws.
  For an approved full refund, we will refund the purchase price paid for the affected product, including any applicable discounts reflected in the transaction.
  Original delivery charges and reasonable related costs will also be refunded or reimbursed where required by applicable law or appropriate to remedy an error attributable to us.
  Refunds will not ordinarily cover unrelated items that were correctly supplied and are not affected by the issue.

7. Refund Methods and Bank Charges
Approved refunds will normally be processed through the original payment method where technically possible.
Where a refund by bank transfer is necessary, we may request appropriate bank account details to complete the transaction securely.
The refund amount will be based on the amount actually received by THE KISS SHOP for the relevant purchase, together with any additional amounts that we are required to reimburse under applicable law.
Fees independently charged by a customer’s bank, card issuer or payment service provider, such as outward transfer fees, intermediary bank charges or currency conversion fees, may not be recoverable from those providers.
Such third-party charges will not ordinarily be refunded by THE KISS SHOP where they were not received by us, unless reimbursement is required by applicable law.
We will not deduct undisclosed or arbitrary administrative charges from refunds.
Where a confirmed error attributable to us requires reimbursement of an associated payment or delivery cost, we will address that cost in accordance with the circumstances and applicable legal obligations.

8. Refund Processing Time
Once a refund is approved and any necessary verification has been completed, we aim to initiate the refund within 7 working days, or sooner where required by law.
The time taken for funds to appear in the customer’s account may vary depending on the bank, payment gateway and payment method.
Customers will be informed when the refund has been initiated.
Processing periods do not override any shorter timeframe required under applicable law.

9. Skincare Suitability, Patch Testing and Allergic Reactions
Skincare and cosmetic products may produce different results depending on individual skin types, sensitivities, allergies, existing skin conditions and methods of application.
Customers are strongly encouraged to:

• Read the full ingredient list before purchasing or using a product.

• Check for ingredients to which they are allergic or sensitive.

• Follow the manufacturer’s usage instructions and precautions.

• Perform a patch test on a small area of skin before full application, where appropriate and practicable.

• Avoid combining potentially irritating skincare ingredients without suitable guidance.

• Discontinue use if redness, itching, burning or other irritation occurs.

• Seek professional medical advice if an adverse reaction occurs, particularly if symptoms are severe or persistent.
  A patch test can help identify some sensitivities but does not guarantee that an allergic reaction will not occur.
  A personal allergic reaction or dissatisfaction with skincare results does not, by itself, establish that a product is defective or automatically qualify the purchase for a refund.
  THE KISS SHOP cannot guarantee that any skincare product will be suitable for every individual or produce identical results for every customer.
  However, we will investigate credible reports of product defects, contamination, incorrect labelling or safety concerns. Nothing in this policy excludes responsibility that cannot lawfully be excluded, including responsibility arising from unsafe or defective products where applicable.
  Customers may contact our team to report a suspected product-related adverse reaction.

10. Product Information and Individual Results
Product descriptions, skincare benefits, ingredients and instructions are provided for general product information and cosmetic purposes.
Individual results may vary depending on skin type, usage, sensitivity and other personal factors.
No particular cosmetic result is guaranteed unless expressly stated and supported by the relevant product terms.
Some promotional images may be digitally enhanced or created for illustrative purposes. Actual product packaging or appearance may vary, but products supplied must correspond with their material descriptions and applicable legal requirements.
We encourage customers to review the product information and ingredient lists before purchasing.

11. Order Cancellations
Customers who wish to cancel an order should contact THE KISS SHOP as soon as possible, quoting their order number.
Cancellation requests received before an order has been dispatched or prepared for collection may be accepted, subject to the order’s processing status and applicable legal requirements.
If cancellation is accepted after payment has been received, any amount due for refund will be processed according to Section 7.
Once an order has been dispatched, cancellation for a simple change of mind will not ordinarily be accepted, subject to applicable legal rights.
Where THE KISS SHOP cancels an order because the product is unavailable or we cannot fulfil the purchase, the customer will be offered an appropriate alternative or a refund of the relevant amount paid.

12. Pre-Orders
Certain products may be offered for pre-order before stock becomes available for immediate delivery.
Estimated availability and dispatch dates will be communicated where possible and may change due to shipping, customs, supplier or other operational circumstances.
Customers wishing to cancel a pre-order should contact us before dispatch. Requests will be reviewed according to the applicable pre-order terms, the processing status and customer rights under law.
If THE KISS SHOP cannot fulfil a paid pre-order, the customer may choose an acceptable alternative or receive a refund of the amount paid for the unavailable product.
Any applicable statutory rights remain unaffected.

13. Delivery Issues and Missing Orders
Customers should notify THE KISS SHOP promptly if an order is missing, materially delayed, delivered incorrectly or received in damaged condition.
We may request reasonable details to investigate with the relevant delivery provider.
Where a product is confirmed lost or damaged during delivery arranged under our responsibility, we will provide an appropriate replacement or refund in accordance with applicable law.
Customers are encouraged to check their orders upon receipt and retain relevant packaging if a delivery issue is suspected.

14. Products Purchased from Supermarkets or Other Retailers
This policy applies to products purchased directly from THE KISS SHOP or through sales channels operated by DD IMPORT LTD.
Customers purchasing ROJUKISS products through independent supermarkets, pharmacies or other authorised retail partners should ordinarily contact the retailer from whom the purchase was made regarding returns, replacements and refunds.
Each retailer may operate its own customer service and returns procedures, subject to applicable consumer rights.
THE KISS SHOP may provide product-related assistance or refer concerns to the appropriate party where relevant, without limiting any responsibilities imposed on us by law.

15. Promotions, Discounted Products and Loyalty Rewards
Products purchased during promotions or using discount codes are subject to the same applicable consumer rights as regularly priced products.
A promotional or discounted price does not remove rights relating to defective, unsafe or incorrectly supplied products.
Where a refund is approved, it will ordinarily reflect the actual price paid for the affected product.
Loyalty points earned or redeemed in connection with refunded or cancelled transactions may be adjusted or reversed in accordance with the applicable rewards programme terms.
Promotional gifts or complimentary items associated with a refunded purchase may also require adjustment where appropriate.

16. Consumer Rights
This policy is intended to provide clear procedures for handling customer returns, replacements and refunds.
Nothing in this policy is intended to exclude, restrict or override any right or remedy that a customer may have under the laws of Mauritius, including applicable consumer protection legislation and the Code Civil Mauricien.
Where a provision of this policy conflicts with a mandatory legal requirement, the applicable law will prevail.
Each complaint will be assessed fairly, taking into account the circumstances, available evidence and relevant legal obligations.

17. Changes to This Policy
THE KISS SHOP may update this Returns, Replacements & Refunds Policy to reflect changes in business operations, services or applicable legal requirements.
Any revised version will be published on our website, together with the date of the latest update.
Changes will not retrospectively remove rights that customers already have under applicable law.

18. Contact Information
For product returns, defective items, refund inquiries or order cancellation requests, please contact:
THE KISS SHOP
Exclusive Distributor of ROJUKISS in Mauritius
Operated By: DD IMPORT LTD
Business Registration Number: C26236812
Return Address: Lot 31 Montreal 3, Coromandel, Mauritius
Website: https://www.thekissshop.com
Email: [email protected]
Telephone: +230 5909 9888
All returns must be arranged with our team before delivery to our office. We aim to investigate concerns promptly and provide fair resolutions in accordance with applicable law.