Cosmetyque | Returns & Refunds

Cosmetyque manages returns in accordance with Portuguese legislation. Our main goal is your complete satisfaction.

1. Returns After Delivery

Purchasing decisions are easy, quick and fully transparent. However, if you wish to return a product after delivery, the deadline for requesting a return and refund of an unopened and unused product is 14 days after receiving the order.

To begin the process, email us at info@cosmetyque.com or fill out our contact form with the following information:

  • Your order number;
  • The reference(s) of the product(s) you wish to return;
  • The reason for the return.

Within 2 working days, our customer care team will send you an email with all the information needed to return the product(s).

Important: We do not offer exchanges — only returns and refunds.

Please note:

  • Wait for our email with the return instructions before sending anything back. Keep the product(s) in the same condition in which they were received, including the original packaging and labels.
  • You have a maximum of 7 days after our return validation to ship the product(s) to our address, following the instructions provided by our team.
  • Return address: Cosmetyque, Rua Noé Pereira, N.º 91, 4510-706 Fânzeres, Gondomar, Portugal.

After we receive the return:

  • We will inspect the product(s) within 5 working days;
  • If everything complies with the return policy, your refund will be issued within 10 days.

2. Returnable & Non-Returnable Items

Returnable:

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

Non-returnable:

  • Products purchased on promotion due to a nearing expiry date;
  • Products that have been opened or used;
  • Any issue reported after 14 days from the delivery date.

3. Return Shipping Costs

Return shipping costs are at the customer's expense, except in cases where the wrong, damaged or faulty items were sent.

We recommend using the most affordable registered airmail method (with tracking) available at your local post office. You must provide us with the return tracking number.

4. Undelivered Orders

An order may be returned to our warehouse due to an unknown recipient, incorrect or incomplete address, unclaimed delivery, delivery refusal, or similar reasons.

Once the order arrives back at our facilities, we offer the following solutions:

  • Paid reshipment of the order;
  • Discount code for the order value, minus shipping costs;
  • Refund for the order value, minus shipping costs.

Orders returned due to issues not caused by the customer (e.g., carrier error) will be reshipped at no extra cost or fully refunded, at the customer's preference.

Orders returned as "unclaimed" (i.e., recipient was unavailable at the time of delivery and the order was not collected from the pick-up point or post office) will be resolved with a discount code for the order value minus shipping costs.

5. Return Restrictions

Due to customs regulations, returns may not be possible in certain countries where re-export procedures apply. In these cases, the customs clearance process must be completed — including the payment of any applicable import duties — before a return can be authorised.

If customs duties are applied to an order and the customer refuses to pay them, customs authorities may not allow the return. In such cases, the order may be destroyed or abandoned by the customs authority. Cosmetyque cannot issue a refund in these situations, as the payment of import duties is the sole responsibility of the customer.

Please note: Since all orders are shipped from Portugal, returns involve a re-export process that may be subject to additional costs, customs procedures and restrictions depending on the destination country. We recommend that customers verify their country's import and re-export regulations before placing an order.

6. Refunds Policy

Refunds may be issued in the following situations:

  • Cancelled orders (before shipment);
  • Orders returned by postal services (unclaimed, refused on delivery, or due to an incomplete or incorrect address) — refunded at the order value minus shipping costs;
  • Valid returns of returnable items;
  • Validated complaints of damaged, wrong, missing or expired products, reported within a maximum of 14 days after delivery.

Not eligible for refund: Complaints related to allergic reactions or dissatisfaction with product results. Product images in our online store are illustrative only and do not constitute a binding representation of the product's properties (e.g., packaging language or ingredient lists may differ due to changes made by the manufacturer).

Your refund will be processed within 7 business days.

As an alternative, you may choose to receive a discount code for the amount of the order or products. Discount codes are valid for 6 months from the date of issue.

Cosmetyque is a registered brand of ANTIMAQUE — PROJECTOS E EQUIPAMENTOS, S.A. VAT: PT503265721 | Email: info@cosmetyque.com | Phone: +351 937 538 628 Address: Rua Noé Pereira, N.º 91, 4510-706 Fânzeres, Gondomar, Portugal