Refund Policy

Effective Date: September 11th 2025

ProNaija Beauty Supply Outlet Refund Policy

This Refund Policy complies with Canadian consumer protection laws, including the Consumer Protection Act of Ontario and federal regulations. Your statutory rights as a Canadian consumer are not affected by this policy.

1. Your Canadian Consumer Rights

Under Canadian law, you have the right to:

• Receive goods that match their description and are of acceptable quality
• Return defective or misrepresented products
• Receive refunds for goods that fail to meet legal standards
• Protection against unfair business practices

2. Refund Eligibility

Eligible for Full Refund:

• Defective products received
• Items significantly different from description
• Products that arrive damaged during shipping
• Wrong items sent by our error
• Products that cause adverse reactions due to undisclosed ingredients

Standard Return Period:

• 30 days from date of delivery for unopened, unused items
• 7 days for defective products (no time limit if defect appears later)

3. Health and Safety Returns

In compliance with Health Canada regulations:

• Opened cosmetics, skincare products, and personal care items cannot be resold
• Returns accepted only if product is defective or causes adverse reaction
• Sealed/unopened beauty products eligible for return within 30 days
• Hair extensions and wigs must be unopened and in original packaging

4. Non-Refundable Items

For health and safety reasons:

• Opened liquid cosmetics (foundation, concealer, lipstick)
• Used skincare products and creams
• Personal care items that have been unsealed
• Custom or personalized products
• Gift cards and promotional items

5. Refund Process

Step 1: Contact us within the applicable return period

• Email: info@pronaijabso.com
• Phone: +1 905-441-2840
• Provide order number and reason for return

Step 2: Receive return authorization and instructions

Step 3: Package item securely with original packaging and receipt

Step 4: Ship using trackable method (customer pays return shipping unless item is defective)

6. Refund Timeline

• Refund processing begins upon receipt of returned item
• Inspection completed within 5 business days
• Refunds issued within 10 business days after approval
• Credit card refunds may take 3-5 additional business days to appear

7. Defective Product Guarantees

Under Canadian consumer protection law:

• No time limit on returns for products with manufacturing defects
• We cover return shipping costs for defective items
• Full refund plus shipping costs if product fails within reasonable time
• Option to replace or repair defective items

8. Digital Receipts and Proof of Purchase

• Email confirmation serves as proof of purchase
• Account order history available for registered users
• Contact us if you need purchase verification

9. Refund Methods

• Refunds issued to original payment method
• Credit card refunds processed automatically
• PayPal refunds returned to PayPal account
• Alternative arrangements for payment method issues

10. Partial Refunds

Partial refunds may apply to:

• Items returned without original packaging
• Products showing signs of use beyond inspection
• Items returned outside standard return period but within legal requirements

11. Exchange Policy

• Size/color exchanges accepted for unopened items
• Subject to product availability
• Price differences may apply for upgraded items
• Exchange shipping costs apply unless our error

12. Shipping Cost Refunds

• Original shipping costs refunded only if item is defective or our error
• Return shipping costs are customer responsibility unless item is defective
• Free shipping promotions: actual shipping cost deducted from refund

13. Bulk and Wholesale Orders

• Different return terms may apply to bulk orders
• Professional/wholesale customers subject to separate agreements
• Contact us directly for bulk order returns

14. Provincial Variations

• Quebec residents: Additional protections under Quebec Consumer Protection Act
• Other provinces: Local consumer protection laws may provide additional rights
• Federal regulations apply to all online purchases

15. Dispute Resolution

If you’re unsatisfied with our refund decision:

• Contact our customer service manager
• File complaint with Better Business Bureau
• Contact Consumer Protection Ontario: 1-800-889-9768
• Seek resolution through small claims court if necessary

16. International Customers

• International returns subject to customs regulations
• Customer responsible for return shipping and customs fees
• Refund amounts may be affected by currency exchange rates

17. Fraudulent Returns

We reserve the right to:

• Refuse returns that appear fraudulent
• Limit returns from customers with excessive return history
• Report fraudulent activity to authorities

18. Contact Information

For all refund inquiries: Email: info@pronaijabso.com Phone: +1 905-441-2840 Address: 61 Geneva St, St. Catharines, Ontario, Canada

Office Hours: Monday – Friday: 10:00 AM – 7:00 PM EST Saturday: 10:00 AM – 6:00 PM EST

19. Policy Updates

This policy may be updated to reflect changes in Canadian consumer protection laws. Current version always available on our website.

Your rights under Canadian consumer protection law cannot be waived or limited by this policy. This refund policy works alongside, not instead of, your legal rights as a Canadian consumer.