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At Cosmetica, we want you to shop with confidence. Because beauty and personal care products require special hygiene and handling considerations, our return and refund policy is designed to protect our customers while maintaining product safety.
1. Returns and Exchanges
Due to hygiene and product safety considerations, we do not generally accept returns or exchanges for products purchased by mistake, change of mind, or personal preference.
However, if you receive a wrong, damaged, defective, spurious, or materially misdescribed product, please contact us so that we can investigate and provide an appropriate resolution in accordance with applicable law.
Products will not be rejected solely because they have been opened when inspection or use is reasonably necessary to identify a reported defect or other eligible issue.
2. Damaged, Wrong or Defective Products
If your order arrives damaged, contains an incorrect item, or has a suspected product defect:
1. Contact us as soon as possible, preferably within 48 hours of delivery.
2. Share your order number and a clear description of the issue.
3. Provide photographs or an unboxing video, if available, to help us investigate.
4. Keep the product, its packaging, and any accessories until the issue is resolved.
We will review your complaint and, depending on the circumstances, applicable law, and product availability, arrange a replacement, refund, or another appropriate resolution.
A missing unboxing video will not, by itself, automatically invalidate an otherwise legitimate complaint.
3. Products Not Eligible for Change-of-Mind Returns
For hygiene and safety reasons, we generally do not accept change-of-mind returns for:
1. Opened or used skincare and personal care products.
2. Opened makeup, fragrance, and beauty products.
3. Products with broken hygiene seals or tamper-evident packaging.
4. Products purchased by mistake or no longer wanted.
These restrictions do not remove any rights you may have regarding defective, wrong, spurious, or materially misdescribed products under applicable law.
4. Order Cancellation
You may request cancellation before your order has been dispatched by contacting our customer support team.
Once an order has been dispatched, cancellation may no longer be possible through our standard process. Any cancellation request will be handled in accordance with applicable law and the circumstances of the order.
If an eligible prepaid order is cancelled, the applicable refund will be processed to the original payment method wherever possible.
5. Refunds
Once a refund is approved, we will initiate it through the applicable payment method or another mutually agreed lawful method.
The time taken for the refunded amount to appear in your account may depend on the payment provider or bank.
If a replacement is unavailable, or a refund is otherwise the appropriate resolution, we will communicate the next steps to you.
6. Return Shipping Costs
If a return or replacement is required because the wrong product was sent, the product arrived damaged, or another issue attributable to Cosmetica or its fulfilment process occurred, we will arrange an appropriate return or resolution without charging the customer for return shipping.
For any other return that is voluntarily accepted by Cosmetica, the applicable shipping costs will be communicated to the customer before the return is arranged, subject to applicable law.
7. Refund for Cash on Delivery Orders
For eligible Cash on Delivery orders, we may request the customer’s bank account or UPI details to process a refund securely.
We will never ask you to share your UPI PIN, banking password, card PIN, or OTP to receive a refund.
8. How to Request a Return or Refund
Please contact us with your order number and details of the issue:
Email: help@mycosmetica.com
WhatsApp/Phone: +91 8956920458
Our team will review your request and communicate the next steps.
9. Policy Updates
Cosmetica may update this policy from time to time. The latest version will be published on this page. Any update will remain subject to applicable consumer protection laws.
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