Refund policy

Return & Refund Policy

At Wernest Professionals, we are committed to delivering premium skincare products that meet the highest standards of quality and safety. Customer satisfaction is important to us, and every product is carefully inspected before dispatch.

Returns

To ensure product hygiene, customer safety, and product integrity, we do not accept returns on products once they have been delivered.

As our products are personal care and skincare items, we cannot accept returned products as this may compromise their quality and safety. This policy helps us ensure that every customer receives products in their original, untampered condition.

Damaged, Defective or Incorrect Products

If you receive:

A damaged product
A defective product
An incorrect item

Please notify us within 48 hours of receiving your order by emailing citrine.bnw@gmail.com.

To help us process your request promptly, please include:

Your Order Number
Clear photographs of the product
Photographs of the outer packaging (if applicable)
A brief description of the issue

Our team will review your request and, where applicable, arrange a replacement or an appropriate resolution.

Refunds

Refunds may only be approved in the following circumstances:

The product received is damaged during transit.
The incorrect product was delivered.
The product has a verified manufacturing defect.
Your order is cancelled before it has been dispatched.

If a refund is approved, it will be processed to your original payment method within 5–7 business days after approval. The time taken for the amount to reflect in your account may vary depending on your bank or payment service provider.