Cosmetics Jet manages the returns and the refunds accordingly with USA legislation. Please note the most frequent questions about them and the related conditions.
How long do I have to make a return?
15 days after order is marked as delivered in the tracking page.
How do I make a return?
Within 15 days after receiving the order, if you are dissatisfied with it and you want to return any item, please contact our Customer Care Team by email info@cosmeticsjet.com to begin the process, stating:
1. The order number.
2. The items name you wish to return.
3. The reason for return.
Our Customer Care Team will review your case and send you all the instructions with return tracking number. The procedure is very simple.
Once it arrives to our facilities, the item(s) will be refunded maximum in 7 working days.
Important note: We do not work with exchanges, only returns.
Returnable Items
- Products unopened, unused and sealed in their original packaging, including the protective cellophane or labels (if any);
- Faulty items damaged/broken during transportation;
Non-returnable items
- Products purchased in promotion for nearing expiry date;
- Open, used products;
- Any issue with the products detected after the 15 days of being delivered have passed.
Return Shipping Fees
1. Shipping fees to return the items are at the customer's own expense - (excluding situations of wrong/damaged/faulty items).
Return by Standard Mail: We create your return label. Once we receive the item, your refund process begins.
How and when will I get my refund?
Refunds can be made in the following situations:
Canceled orders (before shipment);
Orders returned by postal services (unclaimed or refused on delivery attempt);
Returns (returnable items);
Complaints.
Your refund will be processed within 7 business days. It will be automatically issued to the original account used to make the purchase.
As an alternative, costumer can chose the issue of a discount code in the amount of the order/products. Discount codes are valid for 12 months, counting from the day they are sent.
Exceptions are:
1 - Orders that were placed more than 6 months ago paid by Paypal, are not possible to refund by the same method. In such cases, we will ask the customer to send us his/her bank account details to process it.
2 - Returned orders due to "unclaimed" reason, which means the recipient/someone was not available at the moment of the delivery attempt or, nobody collected the order on the pick up point/post office, and with no communication from the customer to our customer service team are refunded by discount code in the amount of the products.
3 - Payments made by MB (available for deliveries in USA) have to be made by bank transfer so, we have to request bank account details to our customer to do it.
Returned Orders. How do we manage them?
An order can return to our warehouse due to unknown recipient, wrong or incomplete address, unclaimed order, delivery refused, etc.
Customer can track the return exactly by the same way/link of the delivery.
Once it arrives our facilities, depending on the shipping method, we contact our customer and are given the following possibilities:
Shipping by Regular Mail - paid reshipment, discount code of the corresponding amount of the products to be used in a new purchase or, refund of the total amount of the products.
Returned Orders due to issues unrelated with the customer are reshipped with no extra cost or refunded totally, depending on the customer preference.
Returned orders due to "unclaimed" reason, which means the recipient/someone was not available at the moment of the delivery attempt or, nobody colected the order on the pick up point/post office, and with no communication from the customer to our customer service team are refunded by discount code in the amount of the products.
Complaints
At Cosmetics Jet , we have a Customer Care team ready to help you with any difficulties or complaints. Please read carefully all the following notes and after, please contact us by the form
Complaint of an order not delivered yet:
Before making a complaint about a delay, please note that on standard shipping, the dates provided in the shipping confirmation e-mail are only expected ones.
We cannot give 100% assurance because there are procedures that are beyond our control.
Please note our high level of responsibility and commitment with our customers:
We are responsible for your order until its delivery.
If by any reason the delay makes your purchase pointless, we can refund you taking into account our refund policy:
1. We accept requests for refunds before the delivery happens without any problem if the customer refuses to receive the order. Right after the return starts and receive the items (with tracking) we refund our customer.
For deliveries with no tracking, if the destination postal services company informs us that an order is lost, we offer new shipping or the refund of the total amount of your order to our customer.
Complaint of an order that had a delivery attempt:
During the delivery attempt, if the order presents any signs of breach (damaged or wet box, with signs of having been opened, etc.), please reject the order delivery and contact us as soon as possible.
Complaint of an order that was delivered:
You should open the package and carefully check it before discarding the packaging.
If you receive your order in good conditions and, after opening it, you notice that there is a missing or damaged product, please contact us within a maximum of 15 days by email to info@cosmeticsjet.com.
Please follow our warranty process carefully to minimize any inconvenience - on your email, please provide the following information:
1. Your order number.
2. Pictures of the package, shipping label, the items received and the batch number of the product(s);
3. Detailed description of the damaged item(s).
We will analyse each case individually and offer the most suitable solution.
We can offer a refund, partial refund, discount for future purchases or reship the product(s). Our goal is to provide the best solution for you as quickly as possible.
Please remember that claims will be only accepted until a maxim of 15 days after receiving your order. Claims made later will not be accepted.
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