Refund policy

Returns and Refunds

e-cosmetorium — Magdalena Sendor Kosmetyki Świata

Last updated: 04 August 2026

At a glance
Changed your mind? 30 days from delivery, worldwide — goods must be unused, sealed and in original packaging. See Part B.
In the EU, EEA or UK? You also have a statutory 14-day right to withdraw, with no condition that the goods be unused. See Part A.
Something wrong with your order? Faulty, damaged, incorrect or missing items — we cover the return costs. See Part C.
Before you send anything Email support@e-cosmetorium.com for a return reference and the correct address. There are three, and the right one depends on where your parcel was shipped from.

We do not offer exchanges. If you want a different product, return the original for a refund and place a new order.

Part A — Statutory right of withdrawal (consumers in the EU, EEA and UK)

If you are a consumer resident in the European Union, the EEA or the United Kingdom, you may withdraw from your purchase within 14 days, without giving any reason. This is a legal right and nothing on this page limits it.

The period runs for 14 days from the day you, or someone you nominated other than the carrier, take physical possession of the goods. Where an order arrives in several parcels, it runs from the last one.

How to withdraw. Send us a clear statement — an email to support@e-cosmetorium.com is enough. You may use the model withdrawal form in Annex A of our Terms of Service, but you are not obliged to. Sending your statement before the deadline is sufficient; the goods may travel afterwards.

Condition of the goods. Almost all products in our range are sealed for hygiene reasons. If the seal on an item is broken after delivery, the statutory right of withdrawal no longer applies to that item and it cannot be returned under this Part — see Exceptions below. You may of course open the outer shipping box and the retail carton, and inspect the item, so long as its hygiene seal stays intact.

Where an item is not sealed for hygiene reasons — for example a tool, applicator or accessory — you may handle it only as much as you would be able to in a shop. You are liable for any reduction in value caused by handling beyond that, and we may deduct that amount from your refund.

What we refund. The full price of the goods plus the cost of standard outbound delivery. If you chose a faster or more expensive delivery service, we refund the standard rate and you bear the difference.

Return shipping. You pay the cost of sending the goods back, directly to the carrier or postal operator you choose. We do not deduct this from your refund. The amount depends on your country's postal tariff, the weight of the parcel and the service you select; you can check it on your operator's website before sending.

Deadline for returning the goods. Within 14 days of telling us you are withdrawing.

When you get your money. Within 14 days of receiving your withdrawal statement. We may hold the refund until the goods reach us or until you send us proof of dispatch — whichever comes first.

Exceptions

The statutory right of withdrawal does not apply to:

  • sealed cosmetic products which have been unsealed after delivery, where return is not possible for health protection or hygiene reasons — this covers items in our range carrying a seal, cap seal, protective film, shrink wrap or tamper-evident sticker. Once that seal is broken, the item cannot be returned under Part A at all, whether or not the product was actually used;
  • goods made to your specification or clearly personalised;
  • goods which, after delivery, are inseparably mixed with other items;
  • goods liable to deteriorate or expire rapidly;
  • gift cards.

If a product arrives already unsealed or damaged, this exception does not apply — see Part C.

Part B — Our 30-day return policy (all customers, worldwide)

Separately from, and in addition to, the statutory right above, we accept returns from any customer in any country within 30 days of delivery.

To qualify under this policy the goods must be:

  • unused and in the same condition in which you received them;
  • in their original packaging, with any seal, film or shrink wrap intact;
  • accompanied by a return reference obtained from us before sending.

What we refund. The price of the goods. Outbound delivery charges are not refunded under this policy, and you pay the cost of return shipping.

What is excluded. Gift cards, and any item clearly marked "final sale" on its product page at the time of purchase.

This is a contractual right we grant voluntarily. It is longer than the statutory minimum but narrower in condition. Where both this policy and Part A apply to you, whichever is more favourable in your situation prevails — you never lose a statutory right by using this page.

Part C — Faulty, damaged, incorrect or missing items

If your order arrives damaged, incomplete, unsealed, past its expiry date, not matching its description, or simply not what you ordered, this is not a "change of mind" return and the rules above do not restrict you.

Tell us within a reasonable time at support@e-cosmetorium.com, quoting your order number and attaching photographs of the product and the outer packaging where possible. Photographs taken before you discard the packaging make claims much faster to settle.

Your rights. For consumers, we are liable for lack of conformity of the goods with the contract for two years from delivery under Polish law implementing Directive (EU) 2019/771. You may ask for repair or replacement. Where that is impossible, disproportionate, refused, or not done within a reasonable time and without significant inconvenience to you, you may ask for a price reduction or withdraw from the contract, unless the defect is minor.

We respond within 14 days of receiving your complaint. If we do not respond within that period, your complaint is treated as accepted.

Costs. Where a complaint is justified, we cover the cost of returning the goods and we refund outbound delivery in full. In many cases we will not ask you to return the item at all — please wait for our instructions before shipping anything back.

Any manufacturer's guarantee supplied with a product applies in addition to these rights and does not replace them.

Part D — Wholesale and business orders

Orders with a value of USD 500 or more, or containing 20 or more units of a single product, are treated as wholesale orders. Orders placed with a VAT ID, through our Wholesale Collaboration programme, or otherwise in the course of a trade, business or profession are also treated as wholesale orders regardless of value.

For wholesale orders:

  • returns require our prior written approval and are accepted at our discretion;
  • approved returns are subject to a 20% restocking fee;
  • outbound and return shipping costs are not refundable;
  • products must be returned complete, in unopened cases, in resaleable condition;
  • liability for defects (rękojmia) is excluded in accordance with Article 558 § 1 of the Polish Civil Code, as set out in section 16 of our Terms of Service.

This Part applies to business purchases. If you are a consumer buying for personal use, or a sole trader buying goods not directly connected with your own line of business, the rights in Parts A to C apply to your order instead — tell us and we will process it on that basis.

Shipping, carriers and delivery

We ship worldwide from the European Union unless a product page states otherwise.

Carrier selection. We select the carrier and service for each shipment. The carrier named at checkout is indicative and may change. International shipments are routinely handed between partner carriers in transit — for example from a postal operator to an express carrier — and this is normal. A change of carrier is not a failure to deliver, is not a defect in your order, and is not in itself a ground for cancellation or refund.

Where you paid for a named service level — for example express or priority delivery — we deliver at that level or better, or refund the difference in shipping cost.

Delivery time. For consumers, we deliver within 30 days of the contract at the latest unless a longer period was agreed. If we miss that, you may set an additional reasonable period and, if we still fail to deliver, withdraw and receive a full refund.

Delivery attempts. Carriers typically make up to three attempts. Please make sure the delivery address and contact telephone number are accurate and that someone can receive the parcel.

Customs duties and import taxes

United States. For orders shipped to the United States we cover applicable customs duties and import charges, so no customs fees are payable by you on delivery. If a carrier nonetheless invoices you, contact us and we will reimburse you. Any US state sales tax we are registered to collect is shown at checkout.

All other destinations. Import duties, taxes, VAT or GST and brokerage fees are set by the authorities in the destination country and are payable by the recipient. We have no control over these charges and cannot predict their amount. Refusing a shipment because of import charges is treated under the next section.

Where we paid duties or import charges on your behalf and the shipment is later refused or returned, those charges are deducted from any refund, except where you exercised the statutory right of withdrawal under Part A.

Where to send your return

Do not ship anything before contacting us. Email support@e-cosmetorium.com with your order number; we will confirm the address and issue a return reference. Parcels arriving without a reference take significantly longer to process, and parcels sent to the wrong location may be refused.

The correct address depends on where your parcel was dispatched from, which is shown on your shipping confirmation and packing slip — not on where you live.

Your order was dispatched from Send your return to
Our US fulfilment centre (King of Prussia, PA) Kosmetyki Świata c/o Swifthouse, 102 Queens Dr, Suite E<br>King of Prussia, PA 19406, United States
Anywhere else, delivered within the United States Priya USA Returns (Kosmetyki Świata), 920 Rockefeller Dr, Apt 5A, Sunnyvale, CA 94087-2139, United States
Any order delivered outside the United States Kosmetyki Świata, ul. Wiślana 9, 32-051 Ochodza, Poland

Please do not send returns to our registered business address in Kraków, and do not send products back to the manufacturer.

Use a tracked service. We strongly recommend a service with a tracking number, and insurance for higher-value returns. If a return is lost in transit without tracking, we may not be able to establish that it was sent.

Customs declarations on international returns. If you are returning goods across a customs border, mark the parcel and the customs declaration clearly as "RETURNED GOODS — NO COMMERCIAL VALUE" and state the original order number. Parcels declared as new commercial shipments incur import duty and may be refused; where that happens, the charges are deducted from your refund.

Refunds

Refunds are issued to the original payment method. We do not refund to a different card, account or person.

Once we receive and inspect your return we email you to confirm the outcome. Approved refunds are issued within the deadlines set out in Parts A to C above. Your bank or card issuer may take a further few business days to show the money in your account — that part is outside our control.

If a refund has not appeared after 10 business days from our confirmation email, contact your bank first, then write to us.

Partial refunds may apply where goods are returned with a reduction in value caused by handling beyond what was necessary to examine them, or where items are missing from the return.

Refused, unclaimed or undeliverable shipments

Refusing a delivery, failing to collect a parcel from a carrier depot, or giving an incorrect or incomplete address is not a cancellation of your order and does not by itself entitle you to a refund.

Where a shipment is refused, unclaimed or returned as undeliverable:

  • you remain responsible for the original shipping cost, any return-to-sender charge, and any customs duties, taxes, storage or brokerage fees incurred;
  • if you would like the parcel redelivered we will arrange this where possible, and redelivery charges are payable by you;
  • if the parcel comes back to us, we refund the price of the goods less all of the above costs and any applicable restocking fee, once the goods have been received and inspected;
  • if the carrier destroys, abandons or disposes of the parcel because it was refused or unclaimed, no refund is payable.

Refusing to pay import duties in your country counts as a refused delivery.

If you have changed your mind, withdraw instead of refusing the parcel. Consumers in the EU, EEA and UK who send us a withdrawal statement under Part A within the 14-day period are treated under Part A, not under this section: we refund the price plus standard outbound delivery, and the deductions listed above do not apply. Simply refusing a parcel without telling us is not a withdrawal, and it is the more expensive option for you.

Route shipping protection

If you added Route protection at checkout, claims for parcels lost, stolen or damaged in transit go directly to Route under Route's own terms. Route is a separate company and the protection is a contract between you and them. Using or not using Route makes no difference to your rights against us under Parts A and C.

Questions

Write to support@e-cosmetorium.com. If you are unsure which part of this page applies to your situation, just describe what happened and we will tell you.

Consumers can also use out-of-court dispute resolution — see section 17 of our Terms of Service.