Returns & Cancellations

Returns, Cancellations & Refunds

If anything is unclear or you need help with a return, cancellation or order issue, please contact us at justcosmeticscy@gmail.com. Please include your order number in all requests so we can help you faster.

1. Hygiene & Safety

For health protection and hygiene reasons, we cannot accept returns or exchanges of cosmetic products that have been opened, unsealed, tested, used, or where a hygiene seal, sticker, shrink-wrap, pump clip, protective cap or inner cap has been removed after delivery.

If the product is sealed, unused and in its original unopened packaging, you may return it under your statutory 14-day right of withdrawal.
If the product has been opened, unsealed or used, we cannot accept a return or exchange unless the item is defective.

This includes products such as jars, bottles, tubes, droppers, pads, sheet masks, makeup, applicators and any item intended to come into contact with the skin, lips, eyes or mucosa.

2. Products Supplied Without a Seal

Some brands may supply certain products without outer shrink-wrap, stickers or seals. This can be a normal manufacturer packaging choice and does not automatically mean that the product has been opened, used or is defective.

For products supplied without a manufacturer seal, a return is possible under the 14-day withdrawal right only if the product is unused, in pristine condition and returned with all original components, including box, cap, inner stopper, leaflet, gift or sample where applicable.

If we cannot verify that the product remains unused, for example because the pump has been primed, the cap has been removed, product has been dispensed, or residue/smudges are visible, we may refuse the return for hygiene reasons.

3. Order Cancellations Before Dispatch

You may cancel your order before it has been dispatched by emailing us with your order number.

If the order has not yet left our warehouse, we will cancel it and refund the full amount paid.
Refunds are issued to the original payment method where possible.
If the order has already been dispatched, the 14-day withdrawal process applies only to eligible sealed and unused goods.

4. 14-Day Right of Withdrawal

If you are a consumer purchasing online, you have 14 calendar days from the day you receive the goods to withdraw from the contract without giving a reason.

Email us a clear withdrawal request within 14 days of delivery.
Include your order number, full name and the item or items you wish to return.
Send the products back within 14 days of notifying us.

The products must be unused, unopened and sealed where applicable, in their original packaging and with all leaflets, gifts and samples included.

5. Return Shipping Costs

You are responsible for the direct cost of return shipping unless we are at fault, for example if you received the wrong item or a defective item.

We recommend using a tracked return service.
The products remain your responsibility until they are received by us.
If you selected a premium or express delivery option, that upgrade cost is not refundable.

6. Free Shipping Orders & Promotions

If your original order qualified for free shipping, there is no original delivery fee to refund.

If you return part of an order and the remaining products you keep fall below the free-shipping threshold, we may deduct the standard delivery cost that would have applied to the kept items.

Promotional sets, bundles and gifts must be returned complete, sealed and unused. If part of a bundle or gift set is kept, the refund may be adjusted accordingly.

7. Wrong, Damaged or Defective Items

If you receive the wrong item or your order arrives damaged, please contact us within 48 hours of delivery with photos of the parcel and product.

If a product is defective, please contact us with your order number, a description of the issue and supporting photos or videos where possible.

For wrong or damaged items, we will help arrange a replacement or refund where applicable.
For defective items, your legal rights are not limited by our hygiene return rules.
Please do not dispose of the product or packaging before contacting us, as photos or return of the item may be needed.

8. Refunds

Refunds are issued within 14 days of receiving the returned goods or proof that they were sent back, whichever applies under the relevant rules.

Card payments: refunded to the same card where possible.
Cash on Delivery: refunded by bank transfer. We may ask for your IBAN and account name.
Non-refundable charges: premium delivery upgrades and third-party collection or handling services used by the customer.

We cannot refund to a different recipient or unrelated payment method, except where Cash on Delivery refunds must be processed by bank transfer.

9. How to Start a Return

Email us at justcosmeticscy@gmail.com.
Use the subject line: Return – Order #[number].
Include your full name, phone number, order number, item or items you wish to return and the reason for the return.
Pack the products securely in their original manufacturer packaging.

10. Items We Cannot Accept Back

Opened, unsealed, tested or used cosmetic products.
Products where hygiene seals, shrink-wraps, pump clips, protective caps or inner caps are broken or removed.
Products supplied without a manufacturer seal where there is any indication of opening or use after delivery.
Products without original packaging, leaflets, gifts or samples.
Items returned after the applicable deadlines.
Customised, personalised or rapidly deteriorating/expiring goods.

11. Frequently Asked Questions

Can I try a product and return it if I do not like it?
No. Once a cosmetic product has been opened, unsealed, tested or used, it cannot be returned for hygiene reasons unless it is defective.

Can I cancel my order before it ships?
Yes. Contact us as soon as possible. If the order has not been dispatched, we can cancel it and issue a refund.

Who pays return shipping?
You pay return shipping unless we are at fault, for example if the item is wrong or defective.

What if my order had free shipping?
You still pay the return shipping. If you partially return an order and the remaining kept items no longer qualify for free shipping, the standard delivery cost may be deducted from the refund.