Return & Refund Policy

This policy applies to all purchases made through the Cosmelixr online store. Cosmelixr operates from the United Kingdom and ships products worldwide. Please read this policy carefully before making a purchase.

1. Returns Policy

1.1 Cosmelixr accepts return requests for eligible unopened products within 14 days of delivery, provided the products remain unused, unopened and in their original condition.

1.2 Due to the nature of our products, we are unable to accept for products that have been unsealed after delivery and are no longer suitable for return for health protection or hygiene reasons, where permitted by law.

1.3 We reserve the right to decline returns in the following circumstances, where permitted by law:

a. Products have been unsealed after delivery and qualify for the applicable health protection or hygiene exemption.

b. Products have been tampered with or altered after delivery and no longer meet the eligibility requirements for a voluntary return.

c. Products were not supplied by Cosmelixr.

1.4 Customers are responsible for reviewing product descriptions, fragrance notes, ingredients and other available product information before placing an order.

1.5 The restrictions in this section do not affect statutory rights relating to products that are faulty, damaged or any applicable statutory cancellation rights.

2. Return Requests

2.1 To request a return, customers must contact contact.cosmelixr@gmail.com within 14 days of receiving their order and provide their order number and the reason for the request.

2.2 Customers must contact Cosmelixr before sending any products back. If a return is approved, we will provide instructions on how and where to return the item.

2.3 Unless otherwise stated, customers are responsible for return shipping costs for voluntary change-of-mind returns.

3. Faulty, Damaged or Incorrect Products

3.1 If a product arrives damaged, faulty or the incorrect item, the customer should contact contact.cosmelixr@gmail.com with the following:

a. Their order number.

b. A clear description of the issue.

c. Photographs or other supporting evidence where reasonably possible.

3.2 Cosmelixr will assess the issue and provide an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may include a refund, replacement or another remedy.

3.3 Customers should report issues as soon as reasonably practicable. Any reporting timeframe requested by Cosmelixr will not restrict statutory rights that customers may exercise within the legally applicable period.

3.4 Hygiene-related return restrictions do not remove statutory rights where a product is faulty, unsafe, damaged or misdescribed.

3. Order Cancellations

3.1 Customers purchasing online in the United Kingdom or European Union may generally have a statutory right to cancel an order within 14 days of receiving their goods, subject to applicable legal exceptions.

3.2 Where a qualifying health or hygiene exception applies, the statutory cancellation right may be lost if the relevant sealed goods are unsealed after delivery.

3.3 Customers wishing to cancel an order before dispatch should contact Cosmelixr as soon as possible. We will try to accommodate cancellation requests where possible, but cannot guarantee cancellation once an order has been processed or dispatched. This does not affect any statutory cancellation rights.

3.4 For orders delivered outside the United Kingdom and European Union, cancellation requests will be handled in accordance with applicable consumer protection laws.

4. Return Procedures and Shipping Costs

4.1 Customers must contact contact.cosmelixr@gmail.com before returning any item. Please include the order number and a clear description of the request.

4.2 If a return is accepted, Cosmelixr will provide instructions on how and where to send the item.

4.3 Unless Cosmelixr states otherwise or applicable law requires otherwise, customers are responsible for return shipping costs for change-of-mind returns.

4.4 Where a statutory cancellation right applies, customers must return the goods within 14 days of notifying Cosmelixr of their cancellation, unless applicable law provides otherwise.

4.5 Cosmelixr may withhold reimbursement until the returned goods are received or evidence that they have been sent back is provided, where permitted by applicable law.

5. Exceptions and Non-Returnable Products

5.1 Certain products may be excluded from change-of-mind returns where permitted by applicable law, including qualifying sealed goods that are unsuitable for return for health protection or hygiene reasons after being unsealed.

5.2 A customer's personal fragrance preference or change of mind does not, by itself, establish that a product is faulty or misdescribed.

5.3 These restrictions do not override any applicable statutory cancellation rights or legal remedies for faulty, unsafe, damaged or misdescribed goods.

5.4 Customers who are unsure whether their circumstances qualify for a return or refund should contact Cosmelixr before sending an item back.

6. Exchanges

6.1 Exchanges are not guaranteed and may be considered on a case-by-case basis, subject to product availability, applicable hygiene restrictions and consumer law.

6.2 Customers must contact contact.cosmelixr@gmail.com before returning an item to enquire about exchange options.

6.3 Nothing in this section limits any statutory remedy to which a customer may be entitled.

7. Refunds

7.1 Where a refund is approved or legally required, it will generally be issued to the original payment method unless otherwise agreed or required by law.

7.2 For eligible cancellations, Cosmelixr will refund the product price and the cost of standard delivery where required by applicable law. Additional costs arising from a customer's choice of a more expensive delivery method may not be refundable.

7.3 Refunds will be processed within the timeframe required by applicable law. The time taken for a refund to appear in the customer's account may depend on their bank or payment provider.

7.4 If a refund has not appeared within the applicable processing period, customers should contact contact.cosmelixr@gmail.com with their order number.

8. International Orders

8.1 Cosmelixr ships worldwide. Delivery times, customs procedures, import duties and taxes may vary depending on the destination.

8.2 Customers are responsible for any import duties, taxes or customs charges that are properly payable by them, where disclosed and permitted by applicable law.

8.3 This policy does not remove any rights customers may have if an order is not delivered within the legally required or agreed timeframe. Missing or undelivered orders will be handled in accordance with applicable law.

9. Chargebacks and Payment Disputes

9.1 If a customer has a concern about an order, Cosmelixr encourages them to contact us directly so that we can investigate and attempt to resolve the matter.

9.2 Where a payment dispute or chargeback is initiated, Cosmelixr may provide relevant evidence to the payment provider, including order records, payment confirmations, delivery information and customer correspondence.

9.3 Cosmelixr reserves the right to contest a payment dispute where the available evidence supports doing so.

9.4 Customers are not prohibited from raising legitimate payment disputes or exercising statutory rights through their bank, card provider, payment processor or other appropriate channels.

10. Contact Information

For questions about this policy, cancellation requests, return enquiries, exchange enquiries, refund questions or reports of damaged or incorrect products, please contact:

Email: contact.cosmelixr@gmail.com

Please include your order number and relevant details so that we can assist you. We aim to respond to enquiries within 2 business days where reasonably practicable.