Refund & Return Policy

At Cosmetopia we want you to shop with confidence. If something isn't right, here's exactly how we'll make it right — and what we need from you to do it fast.

30-Day Damage & Defect Guarantee

If your item arrives damaged, defective, or you received the wrong product, contact us through our Contact page within 30 days of delivery with:

Your order number
A clear photo of the issue (a short video helps if a photo doesn't show it)

We'll arrange a free replacement or a full refund. In most cases you won't need to send anything back.

How we handle each case:

Badly damaged in transit — full refund or free replacement, your choice.
Partially damaged — replacement or partial refund.
Wrong item sent — full refund or free replacement.
Missing accessory or part — we'll ship the missing piece; if the product doesn't function without it, we replace the whole thing.

What isn't covered: minor cosmetic marks such as slight scratches, small scuffs, light wrinkling, or wear to the outer packaging box. Products travel a long way, and a dented box with an intact product inside isn't a defect.

7-Day Change-of-Mind Returns

Changed your mind? Request a return within 7 days of receiving your order, for items that are unused and in their original, unopened packaging.

Contact us first for a return authorization — returns sent back without one can't be processed.
Return shipping is the customer's responsibility. Use a tracked service; we can't refund a return we never receive.
Include all original packaging, tags, and accessories.
Once we receive and inspect the item, we'll issue your refund. Original shipping costs are non-refundable.

Items that arrive back damaged, used, or incomplete can't be accepted and won't be refunded.

Hygiene & Consumable Items

For health and safety reasons, the following cannot be returned once opened or used, unless they arrive damaged or defective:

Mouthwash and oral care
Supplements and powders
Skincare, serums, and balms
Derma rollers and any skin-contact tool

This is standard across the beauty industry and isn't something we can make exceptions on. Your 30-day damage and defect guarantee still applies to all of these.

Lost or Undelivered Orders

Every order is protected.

U.S. orders: if tracking hasn't shown a successful delivery within 45 days of dispatch, contact us and we'll resolve it with a reship or a full refund.

Tracking confirms delivery but you didn't receive it: contact us and we'll open a carrier investigation on your behalf. Please note these investigations can take several weeks and we can't guarantee the outcome — but we'll advocate for you throughout. Checking with neighbours, building management, and your local post office first resolves most of these cases within a day.

Failed delivery for address reasons: where a parcel is returned or destroyed because of an incorrect address, an unreachable phone number, a refusal, or a failure to collect from a depot, we're unable to offer a refund or free reship. See our Shipping Policy.

Order Cancellations

Contact us within 12 hours of placing your order and we'll cancel it for a full refund, provided it hasn't already entered fulfillment. Once an order is processed for shipping we can't cancel it — but you're still covered by the returns and guarantees above.

How to Start a Return or Claim

Go to our Contact page with your order number in hand.
Tell us what happened. For damage or defects, attach a clear photo.
We'll reply within 1–2 business days with next steps and, where a return is needed, an authorization and address.

Please contact us directly before opening a payment dispute — we resolve almost everything within a couple of days, and a dispute actually slows your refund down.

Refunds

Approved refunds are issued to your original payment method. Allow 5–10 business days for the refund to appear, depending on your bank or card provider. We'll email you the moment a refund is issued.