If something arrives damaged, faulty or is not what you ordered, tell us within 48 hours and we will put it right at our cost. If you simply changed your mind, you have 7 days to return an unopened item in its original sealed packaging. For hygiene reasons we cannot take back beauty products once they have been opened or used.
You may return an item within 7 days of delivery provided it is unused, unopened and still in its original packaging with any seals, shrink wrap and labels intact. Contact us first with your order number so we can confirm the return before you send anything back.
Return delivery is arranged and paid for by you in this case. Once the item reaches us and we have checked its condition, we refund the price you paid for it. The original delivery fee is not refunded on change-of-mind returns.
Because they are cosmetics and personal care products, the following cannot be returned once opened, used, swatched or with a broken seal:
This does not affect your rights where an item is faulty or was described incorrectly.
Check your parcel when it arrives. If anything is broken, leaking, faulty or not what you ordered, contact us within 48 hours of delivery with your order number and photographs of the item and its packaging.
Where the fault is ours or the item was damaged in transit, we will replace it or refund you in full, including what you paid for delivery, and we cover the cost of getting the item back to us. You do not have to accept a replacement if you would rather have your money back.
Please do not send anything back before we have confirmed the return, as we cannot process unannounced parcels.
We inspect returned items when they reach us and let you know the outcome by email, normally within 3 business days.
Refunds are made in Botswana Pula for the amount you actually paid. Where a discount code was used, the refund reflects the discounted price.
The quickest way to exchange something is to return the original item under this policy and place a new order for what you want instead, so you are not waiting on stock. If the item you want is limited, tell us and we will hold it for you where we can.
You can cancel an order at no cost any time before it is dispatched — just contact us as soon as possible. Once a parcel has left us the return process above applies instead.
Email hello@realbeautie.co.bw, phone or WhatsApp +267 72 592 373, or use our contact page. We answer Monday to Friday 08:00–18:00 and Saturday 09:00–14:00.
Last updated: August 2026.
