Return and Exchange Policy
At Cosmetis, our main goal is your total satisfaction. Purchasing decisions are easy, quick and totally transparent.
If you are not satisfied and would like to exchange or return the product, you can do so by performing the following steps:
- Send an email to [email protected] communicating your intention to exchange or return the product;
- Mention the Order No.;
- Mention the reference (s) of the product (s) you want to exchange and / or return;
Within a maximum period of 2 working days, you will receive an email from us, confirming reception of your request and reminding about the process and data for the return of the product (s).
Please note that you have 14 days from the delivery date to file a complaint. After this time, we cannot guarantee a resolution for the claim.
It is very important that you:
- Wait for our email with all the information for the return and keep the product (s) in the same conditions as you have received them, to be able to return it;
- Please follow the maximum period of up to 7 working days after we confirm your request to send the product (s) to our address along with the invoice copy.
In order to return or exchange the product received, it will be necessary to send it to:
Rua 5 de Outubro, 359-379
4100-175 - Porto, Portugal
For a return to be accepted, the following points must be respected:
- The product must not have been used or opened;
- The product must be sealed in its original packaging, which must include the protective plastic and labels (if any) - if the product box has no mark or seal, it must keep the seal or any other protection mark of the product intact;
After we receive the product (s) back - under the conditions mentioned above - we will analyse the case within a maximum period of 5 working days and we will contact you. In case of refund, it can take between 5 to 10 working days to process. If instead of getting a refund for the returned product, you would prefer to receive another item in exchange, you should take into account the following:
- This exchange depends on stock availability. In the event that replacement is not possible, a refund will be made;
- Any additional costs (difference in price, shipping cost etc.) in case of sending the replacement (s) are the customer’s responsibility;
- We will not refund the cost of returning the order nor the cost of the original shipping, if the return is caused by a customer’s error or if the product (-s) is no longer desired or needed by the customer. In this case, the costs will be borne by the customer.
* We kindly advise you to please pack the item (s) carefully and safely. If the items do not arrive in good condition (example: poor packaging, damaged packaging, broken or unsealed) we reserve the rights not to refund the amounts paid.