Cosmetyque | Returns & Refunds

COSMETYQUE RETURNS AND REFUNDS

1. After Order Delivery

Cosmetyque manages the returns accordingly with Portuguese legislation.

Cosmetyque’s main goal is the customer’s complete satisfaction. 

Purchasing decisions are easy, quick and fully transparent. However, if a customer gives up on the purchase after delivery, the deadline for requesting the return and refund of a product unopened and unused is 14 days after receiving the order.

To begin the process, fill out the contact form communicating the intention to return the product or email us at info@cosmetyque.com with:

  1. The order number;
  2. The reference(s) of the product(s) to return;
  3. The reason for return.

No later than within 2 working days our customer care team sends an email with all information needed to return the product(s).

After we receive the return:

  • We will review the product(s) within 5 working days after return reception;
  • If everything is complying with the return policy, customer will receive the refund within 10 days.

Important note: We don't work with exchanges, only returns.

It is very important that the customer:

  • Waits for our email with the return information and saves the product(s) under the same conditions that they were received (including the package and correspondent label) in order to return it;
  • Note that has a maximum period of 7 days after our validation for the return, to send the product(s) to our address accordingly with the instructions provided by our team.
  • The return’s address is: Cosmetyque, Rua Noé Pereira, nº 91, 4510-706 Fânzeres, Porto, Portugal.

Returnable Items

    - Products unopened, unused and sealed in their original packaging, including the protective cellophane or labels (if any);
    - Faulty items damaged/broken during transportation.

    Non-returnable items

      - Products purchased in promotion for nearing expiry date;
      - Open, used products;
      - Any issue with the products detected after 14 days of being delivered have passed.

      Return Shipping Fees

      1. Shipping fees to return the items are at the customer's own expense - (excluding situations of wrong/damaged/faulty items).

      a) Return by Standard Mail: Please consult your local post office to confirm the actual return shipping fee. We advise you use the cheapest and registered (with tracking) airmail method that is available. You need to provide us the return tracking number.


      2. Without Order Delivery

      An order can return to our warehouse due to unknown recipient, wrong or incomplete address, unclaimed order, delivery refused, etc.

      Once the order arrives at our facilities, as a solution, we can provide our customer the following possibilities:

      1. Paid reshipment of the order;
      2. Discount code in the order’s amount deducted of the shipping cost;
      3. Refund in the order’s amount deducted of the shipping cost.

      Returned Orders due to issues unrelated with the customer are reshipped with no extra cost or refunded totally, depending on the customer’s preference.

      Returned orders due to "unclaimed" reason, which means the recipient/someone was not available at the moment of the delivery attempt or, nobody collected the order on the pick up point/post office, are solved with the issue of a discount code (the order’s amount deducted of the shipping cost).

      Return restrictrions (before delivery):

      Retuns might not be possible in cases of countries where they depend/are just allowed by customs after the clearance procedure is complete which means the payment of the customs duties is made.
      In this cases, If an order has customs duties applied and customer refuses to pay them some, customs don´t allow the return and the order has to be destroyed or abandoned. 
      Cosmetyque doesn´t refund the costumer in this situations because the payment of the duties is an obligation of the costumer.

       

      3. Return Restrictrions

      Retuns might not be possible in cases of countries where they depend/are just allowed by customs after the clearance procedure is complete which means the payment of the customs duties is made.

      In this cases, If an order has customs duties applied and customer refuses to pay them some, customs don´t allow the return and the order has to be destroyed or abandoned. 
      Cosmetyque doesn´t refund the costumer in this situations because the payment of the duties is an obligation of the costumer.

       
      4. Refunds Policy

      Refunds can be made in the following situations:

      • Canceled orders (before shipment);
      • Orders returned by postal services (unclaimed, refused on delivery attempt or incomplete/wrong address). In this case, we'll refund the value deduted the shipping costs;
      • Returns (returnable items);
      • Validated complaints of damaged, wrong, missing or expired products reported in a maximum of 14 days after order's delivery - Complaints of allergic reactions to a products as well as unsatifaction with the results of the application of a products are not elegible for refunds. Pictures of goods in our e-shop are illustrative only and do not constitute a binding depiction of the goods’ properties (for example, the packaging image/language or the ingredient list may differ due to a change made by the manufacturer). 

      Your refund will be processed within 7 business days.

      As an alternative, costumer can chose the issue of a discount code in the amount of the order/products. Discount codes are valid for 6 months, counting from the day they are sent.

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