Refund and Return Policy
This policy applies to all orders placed on e-cosmetorium.com. By completing checkout you confirm that you have read and accepted this policy.
1. Return window
You must request a return within 15 days of receiving your order by contacting support@e-cosmetorium.com. Requests made after 15 days cannot be accepted.
Once we issue a Return Authorisation (RMA) number, the returned goods must reach us within 30 days of that date. Returns arriving after this period may be refused or refunded at our discretion.
To be eligible, items must be:
- unused and in the same condition in which you received them
- in their original, undamaged packaging
- with any manufacturer seal, shrink wrap or hygiene seal intact
2. Items that cannot be returned
For health and hygiene reasons, we cannot accept returns of:
- cosmetic products intended for use on or around the eyes, lips or skin once opened or once the seal has been broken
- any product where the hygiene seal, shrink wrap or manufacturer seal has been removed
- gift cards
- sale or clearance items
- products damaged by improper use, storage or handling after delivery
Please do not send products back to the manufacturer.
3. How to request a return (RMA required)
All returns require prior authorisation. Products sent back without a Return Authorisation (RMA) number cannot be processed and will not be refunded.
- Email support@e-cosmetorium.com within 15 days of delivery, quoting your order number and the items concerned.
- We will reply with an RMA number and return instructions.
- Mark the RMA number clearly on the outside of the parcel and enclose a copy of your order confirmation.
- Ensure the parcel reaches us within 30 days of the RMA being issued.
Return address (do not ship before receiving an RMA number):
e-cosmetorium
920 Rockefeller Dr, Apt 5A
Sunnyvale, CA 94087-2139
United States
4. Refunds
Once your return arrives and has been inspected, we will notify you by email of the approval or rejection of your refund. Approved refunds are issued to the original payment method within 10 business days of inspection.
Refunds are calculated as the price paid for the returned items, less:
- original shipping charges (non-refundable)
- return shipping costs, if we arranged the return carrier
- any applicable restocking fee (see section 7)
- any customs duties, taxes or brokerage fees we paid on your behalf and cannot recover
A refund can only be issued once the goods have physically been returned to us and inspected. No credit is due, and none will be processed, in respect of merchandise that remains with the customer or that has not been returned.
5. Return shipping
You are responsible for the cost of returning your item unless the return is due to our error (wrong item sent, item damaged in transit, or a defective product).
We recommend a trackable service and, for higher-value returns, shipping insurance. We cannot issue a refund for a return we do not receive, and we do not accept liability for returns lost in transit where no tracking is available.
6. Damaged, defective or incorrect items
If your order arrives damaged, defective or incorrect, contact us at support@e-cosmetorium.com within 7 days of delivery with your order number and photographs of the item and its packaging. We will arrange a replacement or a full refund, including shipping, at our cost.
7. Wholesale and high-value 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.
- Returns require our prior written approval and are made at our discretion.
- Approved returns are subject to a 20% restocking fee.
- Original and return shipping costs are not refundable.
- Products must be returned in full, unopened cases in resaleable condition.
8. Shipping, carriers and delivery
We ship worldwide from the European Union, unless it is specified otherwise on the product page.
Carrier selection. We select the carrier and service for each shipment at our discretion. The carrier named at checkout is indicative only and may change. International shipments are routinely handed between partner carriers in transit — for example between a postal operator and an express carrier — and a change of carrier does not constitute a failure to deliver or a defect in the order, and is not a basis for cancellation, return or refund.
Delivery attempts. Carriers typically make up to three delivery attempts. Please ensure the delivery address and contact telephone number you provide are accurate and that someone is available to receive the parcel.
9. Refused, unclaimed or undeliverable shipments
Refusing a delivery, failing to collect a parcel from a carrier depot, or providing an incorrect or incomplete address does not constitute cancellation of your order and does not entitle you to an automatic refund.
Where a shipment is refused, unclaimed or returned as undeliverable:
- you remain responsible for the original shipping cost, any return-to-sender charges, and any customs duties, taxes, storage or brokerage fees incurred
- if you would like the parcel redelivered, we will arrange this where possible; redelivery charges are payable by you
- if the parcel is returned to us, we will 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 parcel is destroyed, abandoned or disposed of by the carrier because it was refused or unclaimed, no refund is payable
10. Customs duties and import taxes
United States: for orders shipped to the United States we cover applicable customs duties and import charges, so that no customs fees are payable by you on delivery.
All other destinations: import duties, taxes, VAT/GST and brokerage fees are set by the authorities in the destination country and are the responsibility of the recipient. We have no control over these charges and cannot predict their amount. Refusing a shipment because of import charges falls under section 9 above.
Where we have paid duties or import charges on your behalf and the shipment is subsequently refused or returned, those charges will be deducted from any refund.
11. Order cancellation
Orders can be cancelled without charge only before they are dispatched. Email support@e-cosmetorium.com as soon as possible with your order number. Once a shipment has been handed to the carrier, the return process above applies.
12. EU and EEA consumers
If you are a consumer resident in the European Union or the European Economic Area, you have a statutory right to withdraw from your purchase within 14 days of receipt without giving a reason. This right does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken. Nothing in this policy limits your statutory rights.
13. Contact us before disputing a charge
If something has gone wrong with your order, please contact us first at support@e-cosmetorium.com. We aim to respond within two business days and resolve issues within seven.
Filing a chargeback without first contacting us prevents us from helping and delays resolution. We reserve the right to submit our full order, communication and delivery records to the card issuer in response to any dispute.
14. Contact
e-cosmetorium
support@e-cosmetorium.com
