Legal

Refund and Returns Policy

Last updated: 24 August 2026

Skincare is a hygiene product. Once a bottle has been opened we cannot resell it, and nor would you want us to. Everything below is the detail behind those four lines.

1 · If your order arrives damaged, wrong or incomplete

This one is on us and we will make it right at no cost to you.

Tell us within 48 hours of delivery and send photographs of the outer packaging as it arrived, the box itself, the damaged or incorrect item, and the waybill.

Email info@bluorchidaesthetics.com or message us on WhatsApp at +234 915 462 2221.

Once we have confirmed it, you choose: a replacement sent to you, or a full refund. Please keep the packaging until the claim is settled, because we sometimes need it for the courier claim.

2 · If the box is unopened

You can return an unopened, unused box within 7 days of delivery, provided every seal is intact, nothing has been used, sampled or decanted, and the outer box is undamaged and complete including the routine card.

Email us first. Do not send anything back before we have replied, because we need to give you the return address and a reference number.

Return shipping is paid by you. Once we receive the box and confirm its condition, we refund within 7 business days.

3 · If the box has been opened

We cannot accept a return, and this is not us being difficult.

These are cosmetic products applied directly to skin. Once a seal is broken there is no way to guarantee that the contents have not been contaminated, decanted, exposed to heat or stored badly. Reselling an opened bottle to another customer would be unsafe, and no responsible skincare brand does it.

That is exactly why we tell you what is in the box, what each step does, and what it can and cannot do, before you buy rather than after.

4 · If the system has not given you the result you hoped for

We understand the disappointment, and we would rather talk to you than lose you.

Pigmentation responds slowly. It is affected by consistency, by sun exposure, by hormones, by whether your barrier is intact, and by whatever else is on your skin. A routine that looks like it is doing nothing at week three is often working exactly as expected.

This is what your consultation credit is for. Use it. A member of the BluOrchid team will look at your skin, look at how you are using the system, and tell you honestly whether to continue, adjust, or do something different.

We do not offer refunds on the basis of results. No skincare brand can honestly guarantee an outcome on an individual's skin, and we said so plainly on the page before you ordered. What we can offer is professional advice from the people who formulated it.

5 · If your skin reacts

Stop using the product immediately and contact us the same day. Tell us which step you were on, how long you had been using it, and what happened. Photographs help. We will get a member of the clinical team to advise you.

If the reaction is severe, seek medical attention first and contact us afterwards. Your health comes before any refund conversation.

Where a genuine adverse reaction is confirmed, we will look at it individually. We are not going to hide behind a policy in that situation.

Please note that mild dryness, light tingling or slight flaking in the first two weeks is common when a pigmentation routine is introduced, and is not usually a reaction. Contact us before you stop and we will advise you.

6 · Cancelling before dispatch

If your order has not yet been dispatched we can cancel it and refund you in full. Contact us as quickly as you can, because once the box is with the courier we cannot recall it.

7 · Delivery problems

Wrong address given. If the address you entered is incorrect and the box is delivered there, we cannot refund or replace it. Please check your address before you place the order.

Nobody available to receive it. The courier will attempt delivery and contact you on the number you gave. If delivery fails and the box returns to us, we can resend it, but you will be asked to cover the second delivery cost.

Box never arrived. Contact us. We will trace it with the courier and either replace it or refund you in full.

8 · How refunds are paid

Refunds go back through Paystack to the same method you paid with. We cannot send a refund to a different account or a different card.

Once we approve a refund it is issued within 7 business days. How quickly it then appears depends on your bank and is outside our control. Card refunds in Nigeria commonly take a further 5 to 10 working days to show.

9 · The consultation credit

The consultation credit has no cash value. It cannot be exchanged for money, refunded, sold or transferred to another person.

If your order is refunded in full, the credit is withdrawn with it. If you have already used the credit and then return the box under section 2, the value of the consultation used is deducted from your refund.

10 · Your legal rights

Nothing in this policy takes away rights you have under Nigerian law, including the Federal Competition and Consumer Protection Act 2018. If anything here conflicts with that Act, the Act wins.