At Pink Genetics, we share your excitement and joy when it comes to receiving your fabulous selections! Your satisfaction is our top priority, and we are delighted to inform you that we aim to dispatch your order within 3 working days. Often, we manage to get it out even faster!

Tracked Delivery Services

We understand that tracking your delivery is a crucial part of your shopping experience.

• Tracked Delivery: We exclusively use tracked delivery services, ensuring you can follow your parcel’s journey from our door to yours.

International Deliveries

Our commitment to exceptional service knows no borders!

• Reliable International Delivery: We offer reliable international delivery services, ensuring your parcel arrives just as fabulous as when it left our premises.

Promotional Gifts

• Availability: Free promotional products are available for online orders only, subject to availability and while stocks last.
• Limitations: One promotional product per household, applicable only to the first order within the promotional period.
• Non-Exchangeable: Promotional products cannot be exchanged for cash or any other item.
• Rights Reserved: We reserve the right to modify or terminate this promotion at any time without prior notice.

Store Credit / Discount Codes

• Usage Restrictions: Store Credit / Discount Codes cannot be used on bundles or sale items.
• Non-Retroactive: Discount codes are not applicable retrospectively.
• Promotion Limits: Discounts cannot be used in conjunction with other promotions.
• Cancellation Rights: Pink Genetics reserves the right to cancel orders if discount codes are used improperly.
• Welcome Discount: The Welcome 20% discount applies to full-priced items only and cannot be used during the Black Friday period.

Response Time

Due to high order volumes, our customer service team aims to respond within 72 hours. Please avoid sending multiple emails as this can delay response times.

Packing Errors

• Retain Packaging: Keep all packaging and take pictures of received items, including the outer packaging.
• Contact: Email help@pinkgenetics.com with your order number and images of the incorrect items.
• Free Returns: Return incorrect items without using or opening them.
• Fraud: Mail fraud is a serious crime; report tampered packages immediately.

Order Cancellation

Orders flagged as fraudulent, or if items are out of stock, broken, or missing, may be cancelled without prior notice.

Returned Orders

If your parcel is returned to us (e.g., wrong address, no one home), you will need to cover the extra shipping fee for re-shipment or request a refund minus the shipping fee.

International Orders

International orders may take up to 30 days to arrive and are the responsibility of the courier once they leave our warehouse. Customs charges are the customer's responsibility.

Order Amendments

Orders cannot be amended once placed. Ensure all details are accurate before confirming your order. Address changes cannot be made after placing the order.

Marked as Delivered

If your parcel is marked as delivered but you haven't received it:

• Check with Neighbors: First, check with your neighbors.
• Courier Claim: If not found, we will raise a claim with the courier, which can take up to 30 working days. We cannot resend or refund until the claim is resolved.

Communication

Avoid sending multiple emails, as this will push your query to the back of the queue and delay response times.

Return Policy

We do not accept returns on cosmetics due to hygiene reasons. Sale items, including Black Friday purchases, are non-refundable and non-exchangeable.

Mishandled Items

We are not responsible for items damaged during delivery. Contact the courier for mishandling issues.

Customs

Customs charges are the customer's responsibility. Contact your local customs office for information before ordering. This applies to giveaway/competition winners as well.

Complaints Procedure

• Email: Send complaints to help@pinkgenetics.com. Allow up to 72 hours for acknowledgment and up to 28 days for resolution.
• Social Media: Posting complaints on social media may jeopardize the resolution process.

For any questions or concerns regarding your order or our refund policies, please contact our customer service team at help@pinkgenetics.com.

By placing an order on our website, you acknowledge that you have read, understood, and agree to these Terms and Conditions. We reserve the right to modify these Terms at any time. Any changes will be effective immediately upon posting on our website. Your continued use of our services and placing orders after such modifications constitutes your acceptance of the revised Terms.

At Pink Genetics, you deserve nothing less than a fabulous delivery experience! Feel free to reach out if you have any questions or need further assistance. Enjoy your fabulous choices from Pink Genetics!