Refund policy

Last updated: 7 October 2026

At Neverti Lebanon, we want you to love your makeup. Because makeup touches your skin, lips and eyes, we follow strict hygiene rules on returns. Please read this policy before you order.

Damaged, defective or wrong items

If your order arrives damaged, defective, incomplete or different from what you ordered, we'll make it right at no extra cost.

  • Contact us within 48 hours of delivery on WhatsApp at +961 78 778 847 or by email at hello@nevertilebanon.com.
  • Send your order number and a clear photo of the item and its packaging.
  • Keep the item and its packaging until we confirm the next step.

Once confirmed, we'll send a replacement or give you a full refund, including delivery. We cover all delivery costs in these cases.

Change of mind

You can return or exchange a product within 7 days of delivery if it is:

  • Unopened, unused and unswatched
  • Sealed, with any protective seal or wrapping intact
  • In its original packaging, in resellable condition

For change-of-mind returns, the $3 delivery fee for collecting the item is paid by you, and the original delivery fee is not refunded.

What we can't accept

For hygiene and safety reasons, we can't accept returns of:

  • Products that have been opened, used, tested or swatched
  • Products with a broken or removed seal
  • Free gifts and samples
  • Products returned more than 7 days after delivery

Choosing the wrong shade isn't covered once a product has been opened. If you're unsure, message us on WhatsApp before you order and we'll help you choose.

Checking your order at delivery

Please check the outer package when it arrives. If the box is visibly damaged, tell the driver and contact us straight away.

How to start a return or exchange

  • Message us on WhatsApp with your order number, the product and the reason for your return.
  • We'll confirm whether your item is eligible and arrange for our courier to collect it.
  • Hand over the item in its original packaging. Items sent back without contacting us first can't be accepted.

Refunds

We'll inspect your item within 3 working days of receiving it and let you know whether the return is approved.

  • For cash on delivery orders, approved refunds are paid in cash through our courier, or as store credit if you prefer.
  • For any other payment method, refunds go back to the original payment method. Your bank may take a few extra days to show it.

Exchanges are sent out once we receive and approve the returned item, subject to stock.

Refused deliveries

If you refuse a cash on delivery order at the door without a valid reason, we may ask for payment in advance on future orders.

Questions

We're happy to help. Contact us on WhatsApp at +961 78 778 847 or email hello@nevertilebanon.com.