1.   Scope of this policy

This Refund & Returns Policy applies to purchases made from Cosmetics Aesthetic through our online shop. It should be read together with our Terms & Conditions and Delivery Policy. Nothing in this policy is intended to exclude or restrict any rights that cannot lawfully be excluded under applicable consumer law.

2.   Change-of-mind returns

If you are purchasing as a consumer, you may have statutory cancellation rights for certain online purchases. However, legal exceptions can apply, including where sealed goods are not suitable for return for health protection or hygiene reasons and become unsealed after delivery, and in other circumstances provided by law.

To request a change-of-mind return, contact us before sending anything back. Where a return is legally available, the product must be unused, unopened where applicable, in its original packaging and in a condition suitable for resale. We may ask for information needed to confirm the product’s condition, handling and storage.

3.   Products that cannot normally be returned

For safety, hygiene and product-integrity reasons, we will not normally accept a return where:

• The product has been opened, used, unsealed or tampered
• The original packaging, security seal, batch information or identifying label has been removed, damaged or altered.
• The product requires controlled or specific storage and we cannot verify that the required conditions were maintained after delivery.
• The product has been mishandled, incorrectly stored or damaged after
• The return is otherwise excluded by applicable

These restrictions do not affect your legal rights where goods are faulty, damaged on arrival, not as described, or where we have supplied the wrong item.

4.   Damaged, defective, incorrect or missing items

Please inspect your order promptly on delivery. If an item is damaged, defective, incorrect or missing, contact us as soon as possible. Our website currently asks customers to report delivery issues or damage within 24 hours and to provide photographs where applicable. Reporting promptly helps us investigate with the courier and resolve the issue efficiently.

Please provide your order number, the affected product name, a description of the problem and clear photographs of the outer parcel, shipping label, internal packaging and product where relevant. Do not dispose of the product or packaging until we have advised you what to do.

5.   Faulty goods and statutory rights

If goods are faulty, not as described or otherwise do not conform to the contract, your statutory rights may entitle you to a remedy. Depending on the circumstances and applicable law, this may include a refund, replacement or another appropriate remedy. A short reporting window for transit claims does not remove rights that the law gives you in relation to faulty goods.

6.   How to request a return or refund

Before returning any product, contact Cosmetics Aesthetic at contact@cosmeticsaesthetic.com and include your order number and reason for the request. Please wait for return instructions before sending goods back. Unauthorised returns may be delayed or may not be accepted where the item is not eligible for return.

7.   Return shipping

Where a return is accepted because we supplied an incorrect item or the goods are faulty or damaged and we are responsible, we will handle reasonable return arrangements in accordance with your legal rights. For an eligible change-of-mind return, the customer may be responsible for return postage where permitted by law. We recommend using a tracked service when you are responsible for the return shipment.

8.   Refund processing

Approved refunds will normally be issued to the original payment method. We may need to inspect returned goods before completing a refund. The time taken for a refunded amount to appear in your account can also depend on your bank or payment provider. Any deduction from a refund will only be made where permitted by applicable law.

9.   Order cancellations

If you need to cancel an order, contact us as soon as possible. If the order has not yet been processed or dispatched, we will try to stop it. If it has already been dispatched, the applicable return and cancellation rules will apply.

10.   Delivery, storage and customer responsibility

Customers should ensure that an authorised person is available to receive the parcel and should inspect and store products promptly in accordance with the manufacturer’s instructions. Cosmetics Aesthetic cannot accept responsibility for deterioration or damage caused after delivery by late collection, improper storage or mishandling, except where the law provides otherwise.

11.   International orders

For international orders, customers are responsible for checking applicable import requirements and for customs duties, taxes or clearance charges where relevant. If an international return is approved, contact us before shipping the item so that appropriate instructions can be provided.

12.   Contact us

For refund, return or order-related enquiries, contact:

Cosmetics Aesthetic

Website: cosmeticsaesthetic.com

Email: contact@cosmeticsaesthetic.com Telephone: 01908 108969

Customer service hours: Monday to Friday, 9:00 AM – 6:00 PM