FAQ
Privacy, Product Safety, Order Cancellation and Payment and Fraud Prevention Policy
Our Commitment to Privacy
Pelo Vanity respects the privacy of customers and takes reasonable steps to protect personal information collected through its website, customer service channels and sales processes. We handle personal information in accordance with applicable Nigerian data-protection law, including the Nigeria Data Protection Act 2023, where applicable.
Information We May Collect
Depending on how you interact with us, we may collect:
- Billing and delivery addresses.
- Order history, purchased products and transaction references.
- Website usage and technical information, including relevant cookies and device information, where used.
- Payment confirmation information supplied by our payment providers.
We do not intend to collect more information than is reasonably necessary for the relevant purpose.
How We Use Your Information
We may use personal information to:
- Process and fulfil orders.
- Confirm payments and arrange delivery.
- Respond to questions, complaints and return requests.
- Prevent fraud and protect our business and customers.
- Maintain transaction records and comply with legal obligations.
- Improve website performance, service quality and customer experience.
- Send promotional communications where a lawful basis exists.
Data Security and Retention
We take reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse or disclosure. Information is retained only for as long as reasonably necessary for its intended purpose, subject to applicable legal, accounting and dispute-resolution requirements. No online system can be guaranteed to be completely secure.
Customer Rights
Subject to applicable law, customers may have rights to request access to their personal information, correct inaccurate information, object to certain processing, withdraw consent where consent is the basis for processing, or request deletion where legally available. Requests can be sent to [Insert Privacy Contact Email]. We may need to verify the identity of the person making a request before responding.
Marketing Communications
Customers may opt out of promotional emails or messages using the unsubscribe method provided or by contacting us. Opting out of marketing will not prevent essential communications about existing orders, transactions or customer service matters.
Policy Updates
We may update this Privacy Policy to reflect changes in our practices or legal obligations. The current version and effective date will be displayed on our website.
- Products that have been opened, used or altered.
- Products with broken hygiene seals or missing components.
- Items damaged through misuse or improper storage after delivery.
- Products returned without prior authorisation.
- Items that are otherwise ineligible under the stated return conditions.
- Nothing in this policy excludes liability for a product that was defective, unsafe, misdescribed or incorrectly supplied when delivered.
Product Safety and Usage Disclaimer
Pelo Vanity aims to provide clear product information so that customers can make informed purchasing decisions.
Read Product Labels
Customers should read product labels, ingredient lists, directions, warnings and storage instructions before use. Products should only be used for their intended purpose.
Allergies and Sensitivities
Some cosmetic, fragrance, skincare and haircare products may cause irritation or allergic reactions in certain individuals. Customers should review ingredients carefully and seek professional advice if they have known sensitivities or concerns. Where appropriate, follow the manufacturer's patch-testing instructions. Discontinue use if an adverse reaction occurs and seek medical attention when necessary.
External Use and Storage
Unless expressly labelled otherwise, personal-care products should not be swallowed or applied to the eyes or other sensitive areas. Keep products away from children where appropriate and store them according to the manufacturer's instructions. Do not use products beyond their stated expiry date or recommended period after opening.
Product Claims
Product benefits, performance and results may vary depending on the product, the individual and how it is used. Customers should rely on the product's actual description and manufacturer instructions. Pelo Vanity does not represent cosmetic or grooming products as substitutes for professional medical diagnosis or treatment.
Genuine Product Concerns
If a product appears tampered with, contaminated, incorrectly labelled or otherwise unsafe, discontinue use and contact Pelo Vanity with the product details and order information. Verified safety concerns will be handled promptly and in accordance with applicable law. Nothing in this disclaimer removes any legal responsibility for supplying unsafe, defective or misdescribed products.
Order Cancellation and Modification Policy
Customers who wish to cancel or amend an order should contact Pelo Vanity as soon as possible and provide their order number. We will make reasonable efforts to accommodate a request before the order is prepared or dispatched. Changes to product selection, quantity, delivery address or contact details cannot be guaranteed once fulfilment has begun.
Once an order has been dispatched, cancellation or redirection may no longer be possible. Customers should contact us for guidance. Any return, cancellation or refund rights that apply under law remain unaffected by the dispatch status.
If an order cannot be fulfilled because a product is unavailable, we will inform the customer and explain the available options, including a reasonable alternative, waiting for restock or a refund where appropriate.
Pelo Vanity may cancel an order where there is a legitimate reason, such as an inability to fulfil the order, confirmed payment issues or reasonable grounds to suspect fraud. Where payment has been collected for an order that will not be fulfilled, any refund due will be processed promptly.
Payment and Fraud Prevention Policy
Available payment methods will be displayed at checkout or communicated by an authorised Pelo Vanity representative. Customers should complete payments only through the stated channels and verify that any payment request is genuine.
An order is treated as paid only after the payment has been verified through the applicable payment channel. Customers should retain their payment receipts and order confirmations until the transaction is completed.
If a payment is debited but the order is not confirmed, please contact us with the transaction reference and order details. We will investigate the issue and work with the payment provider where necessary. Duplicate payments and verified payment errors will be addressed through the appropriate refund or reversal process.
Pelo Vanity may review or temporarily hold an order where there are reasonable grounds to suspect fraud, unauthorised payment or material inconsistencies in the order information. Where an order is cancelled following a verified payment, any refund due will be processed through the appropriate channel.
Pelo Vanity will not ask customers to disclose their banking passwords, card PINs or one-time passwords through customer service messages. Customers should report suspicious requests immediately.
Promotions, Discounts and Gift Cards Policy
Unless the offer expressly permits it, discount codes cannot be combined with other promotions or exchanged for cash. Customers should check that a code has been applied before completing payment. If an advertised offer appears to have been incorrectly applied, contact customer service before placing the order where practicable.
Any special conditions applying to sale or clearance items will be disclosed before purchase. Discounted pricing does not remove statutory rights relating to defective, unsafe or misdescribed products.
If Pelo Vanity offers gift cards or store credit, the applicable value, redemption conditions, validity period and any restrictions will be stated when issued. Store credit issued as a goodwill option will not replace a cash refund where a refund is legally required.
Pelo Vanity may end or amend a promotion prospectively in accordance with its advertised terms. Changes will not be used to dishonour an offer that a customer has already validly redeemed or to override applicable law.
Frequently Asked Questions
Select your preferred products, review the descriptions and prices, provide your contact and delivery details, and complete checkout using an available payment method.
In-stock orders are expected to be dispatched within the processing period stated in the Shipping and Delivery Policy, subject to payment confirmation and availability.
Eligible unused and unopened products may qualify for a change-of-mind return, subject to the Returns Policy and applicable law. Hygiene-sensitive products may be excluded where legally permissible.
Contact customer service with your order number and clear photographs of the item received. We will review the issue and arrange an appropriate remedy where the error is verified.
Report the issue as soon as reasonably possible and provide photographs and order details. We will investigate and provide a remedy where appropriate.
Contact us immediately. We will try to accommodate cancellation before dispatch, subject to the circumstances and applicable legal rights.
Use the tracking details provided after dispatch, where available. If your delivery is delayed or tracking indicates delivery but you have not received the order, contact customer service.
Contact us through the official customer service email, WhatsApp number or contact form listed on our website.
Contact customer service with your order number, the reason for the request and any relevant evidence. Approved refunds will be handled under the Returns, Refunds and Exchanges Policy.
Customer Support
Pelo Vanity
- 01Website:www.pelovanity.com
- 02Email:care@pelovanity.com · replies within a day
- 03Mon–Sat, 9:00–19:00Whatsapp
- 04Business Address:14 Bourdillon Road