Return and Refund Policy

Last updated: 26 July 2026

Thank you for shopping with Cathy Doll Kenya. We want you to be satisfied with your purchase and will assist promptly if your order is incorrect, damaged, defective, or expired.

About Cathy Doll Kenya

Omnishades Worldwide Ltd is the official and exclusive distributor of Cathy Doll products in Kenya under a sole distributorship agreement with Karmarts Public Company Limited (Thailand).

Cathy Doll Kenya is Omnishades Worldwide Ltd’s Cathy Doll brand and retail presence for the Kenyan market, including cathydoll.ke.

Ozana is the retail arm of Omnishades Worldwide Ltd. Participating Ozana stores are therefore authorised to receive eligible Cathy Doll Kenya returns.

In this policy, “we,” “us,” and “our” refer to Omnishades Worldwide Ltd. “You” refers to the individual or business customer, and “goods” or “products” refers to packaged cosmetic products purchased directly from us.

Purchases Covered by This Policy

This policy covers business-to-consumer (B2C) and business-to-business (B2B) purchases made directly through:

Purchases made from another authorised partner retailer are governed by that retailer’s return and refund policy. The original retailer is responsible for processing any return, exchange, or refund for those purchases.

Where a separate written B2B supply agreement applies to a purchase, the terms of that agreement will take precedence over this policy to the extent that they differ, subject to applicable law.

Cancelling an Order

You may request to cancel an online order, or another order awaiting delivery or collection, within 30 minutes of placing it. This cancellation window does not apply to an in-store purchase that has already been completed and collected.

This 30-minute operational cancellation window does not limit any cancellation right available under applicable law.

To request a cancellation, call or send a WhatsApp message to +254 717 497 965, or email [email protected], and provide your order number. WhatsApp is recommended for urgent cancellation requests.

If your order has already been processed or dispatched, we may be unable to cancel it. Where cancellation is still possible after processing has begun, you may be responsible for actual costs already incurred, such as delivery charges. We will explain any applicable charge before completing the cancellation.

Change-of-Mind Returns

Because packaged cosmetics are sensitive to hygiene and safety, change-of-mind returns are accepted only where all the following conditions are met:

Sale, promotional, discounted, and clearance products are not eligible for change-of-mind returns, except where required by applicable law.

Approval of a change-of-mind return will be based on these stated conditions.

Incorrect, Damaged, Defective, or Expired Products

Please contact us as soon as possible if you receive a product that is:

Where possible, report the problem within 48 hours after delivery or collection and provide:

The 48-hour reporting period helps us investigate delivery-related problems promptly. It does not exclude any rights you may have under applicable law where a defect could not reasonably have been discovered within that period.

Products that were incorrect, damaged, defective, or expired when supplied may be opened where opening the product was reasonably necessary to discover the problem.

After inspection, if we confirm the issue, we will offer an appropriate remedy, which may include a replacement, exchange, or refund.

Product Safety and Adverse Reactions

If you experience an unexpected reaction, stop using the product, retain its packaging, batch number, and proof of purchase, and contact us promptly. Seek medical attention where necessary.

Shade preference or expected finish is not, by itself, a product defect. We will investigate suspected contamination, incorrect labelling or formulation, tampered packaging, or other safety concerns.

Depending on our findings, we may replace or refund the product, withdraw affected stock, or issue a recall.

Products That Cannot Be Returned

We cannot accept a change-of-mind return for:

These exclusions do not apply where the product was incorrect, damaged, defective, unsafe, misdescribed, or expired when supplied, or where applicable law provides otherwise.

Returning a Product

Before returning a product, send a WhatsApp message to +254 717 497 965 or email [email protected]. We will assess your request and explain the next steps.

Eligible products may be returned to the following participating Ozana stores:

Please bring the product together with your receipt, order confirmation, or other proof of purchase.

If an approved return is to be sent by courier, we will provide the correct return address and courier instructions in writing. Package the product securely and use a trackable delivery service. We cannot inspect or process a courier return until we receive it.

Return Delivery Costs

We will cover reasonable return-delivery costs where we supplied an incorrect, damaged, defective, unsafe, misdescribed, or expired product.

For an approved change-of-mind return, you are responsible for the cost and risk of returning the product.

Please contact us before arranging a courier return so that responsibility for the delivery cost can be confirmed.

Inspection, Decisions, and Complaints

We normally inspect returned products within two business days after receiving them. We will communicate our decision in writing. If a claim is rejected, we will explain the reason.

If you disagree with the decision, you may request reconsideration through WhatsApp or [email protected], quoting your order or claim reference and providing any additional information. A senior Omnishades team member will review the claim.

Exchanges depend on stock availability. If a replacement is unavailable, we may offer a refund or another product with your agreement.

Complaints that remain unresolved after reconsideration may be escalated to the management of Omnishades Worldwide Ltd through [email protected]. This process does not limit any right to pursue another remedy available under applicable law.

Refunds

Approved refunds will be processed within seven business days after approval. M-Pesa refunds will normally be sent to the number used for payment. Cash purchases will be refunded at the relevant store or through another agreed method. Other refunds will be returned to the original payment method where reasonably possible.

If the original payment method is unavailable, we will arrange a verified alternative with the purchaser. Your bank, mobile-money provider, or card issuer may require additional time to reflect the refund.

Original delivery charges will be refunded where the return results from an error or problem for which we are responsible. Delivery charges are generally not refundable for change-of-mind returns.

Your Legal Rights

Nothing in this policy limits or excludes any right or remedy available under applicable law, including consumer rights under the Constitution of Kenya and the Consumer Protection Act.

Contact Us

For cancellations, returns, refunds, or questions about this policy, contact us:

Phone and WhatsApp: +254 717 497 965 Email: [email protected]