1) Hygiene & Safety — When Returns Are Not Accepted

For health protection and hygiene reasons, we cannot accept returns or exchanges of any cosmetic product that has been opened, unsealed, tested, used, or had its hygiene seal, sticker, shrink-wrap, pump clip, or inner cap removed after delivery.

• If the product remains sealed and unused in its original, unopened packaging, you may return it under your statutory 14-day right of withdrawal (see Section 3).
• If the product is opened or the seal is torn/removed, we cannot accept a return or exchange, unless the item is defective (see Section 5).

Examples of sealed goods that must remain unopened: jars, bottles, tubes, droppers, pads, sheet masks, makeup, applicators, and any item intended to contact skin or mucosa.

Products supplied unsealed by the manufacturer

Some brands lawfully choose not to seal certain products (e.g., no outer shrink-wrap or tamper sticker). The absence of a seal is a packaging choice by the manufacturer and does not indicate prior use or a defect.

• For items that are supplied unsealed by the manufacturer, a return is only possible under the 14-day withdrawal right if the product is unused, in pristine condition, with all original components (outer box, caps, inner stoppers, leaflets, gifts) intact.
• Where we cannot verify that the item remains unused (for example: dispenser/pump primed, protective cap removed, contents dispensed, residue or smudges present), we will refuse the return for hygiene reasons.

In short: manufacturers have the right not to seal their products. Such products are not acceptable for return once there is any indication of opening or use, because we cannot ascertain post-delivery use with certainty.

2) Order Cancellations (Before Dispatch)

You may cancel your order any time before it has been dispatched by emailing us and quoting your order number.

• If the order has not yet left our warehouse, we will cancel it and refund the full amount paid, without charges.
• Refunds are issued to your original payment method where possible (card refunds to card; Cash on Delivery refunds by bank transfer—see Section 6).
• If the order has already been dispatched, please use your 14-day withdrawal right for sealed, unopened goods (see Section 3).

3) Your 14-Day Right of Withdrawal (Distance Sales)

If you are a consumer purchasing online, you have 14 calendar days from the day you receive the goods to withdraw from the contract without giving any reason.

How to exercise your right

1. Email us a clear statement that you are withdrawing, including your order number, within 14 days of delivery.
2. Send the products back within 14 days of notifying us.
3. You are responsible for the direct cost of return shipping. Use a tracked service; the goods remain your responsibility until received by us.

Condition of returned goods

Returned products must be unused, unopened, and sealed (where applicable) in their original packaging, with all leaflets, gifts, and samples. Handling must not exceed what is necessary to establish the nature, characteristics, and functioning of the goods. We may make a reasonable deduction for any diminished value caused by handling beyond this.

Important: If a cosmetic has been unsealed/opened/used, the withdrawal right does not apply (see Section 1). For items supplied without a manufacturer seal, any sign of opening or use will result in refusal of the return for hygiene reasons.

4) Shipping Costs, Free-Shipping Orders & Promotions

• Outbound delivery fees you paid: If you withdraw within 14 days, we refund the standard delivery cost you paid (if any). Any premium/express upgrades are not refundable.
• Returns postage: You pay the return shipping unless we are at fault (wrong or defective item).
• Orders with free standard shipping: If your original delivery was free, there is no outbound fee to refund.
• Partial returns & thresholds: If a partial return causes the kept items to fall below a free-shipping threshold, we may deduct the standard outbound shipping that would have applied to the kept items.
• Gifts/sets: Promotional bundles must be returned complete and unopened. If you keep any part, we may adjust the refund accordingly.

Clarification: For returns of orders originally shipped with free shipping, you still pay the return shipping cost. If you partially return and the kept items no longer meet the free-shipping threshold, the standard outbound shipping may be deducted from your refund.

5) Wrong, Damaged, or Defective Items

• Wrong item / damaged in transit: Contact us within 48 hours of delivery with photos of the parcel and item. We will arrange a replacement or refund at our cost.
• Defective product (legal guarantee): You benefit from the legal guarantee of conformity under Cyprus/EU law. Remedies may include repair or replacement, or, where appropriate, price reduction or refund. Contact us with details and supporting photos/videos.
• The hygiene rule does not limit your rights for defective items.

6) Refunds — Method & Timing

• We issue refunds within 14 days of receiving the returned goods (or proof of return, whichever is earlier).
• Original payment method where possible:
  • Card payments → refunded to the same card.
  • Cash on Delivery (COD) → refunded by bank transfer; we will request your IBAN and account name.
• We cannot refund to a different recipient or method than the original payer (except COD via bank transfer).
• Non-refundable charges: premium/express delivery upgrades and any third-party collection/handling services you used.

7) How to Start a Return

1. Email: justcosmeticscy@gmail.com with subject “Return – Order #[number]”.
2. Include: full name, phone, order number, item(s) you wish to return, and reason.
3. Pack securely in the original manufacturer packaging.

8) Items We Cannot Accept Back

• Any opened, unsealed, tested, or used cosmetic/product (including where hygiene seals, shrink-wraps, pump clips, or inner caps are broken/removed).
• Products supplied unsealed by the manufacturer where there is any indication of opening or use after delivery.
• Products without original packaging, or missing leaflets, gifts, or samples.
• Items returned beyond the applicable deadlines or not meeting the conditions above.
• Customised/personalised goods or goods liable to deteriorate/expire rapidly.

9) Frequently Asked Questions

Can I try a product and return it if I don’t like it?
No. Once opened or unsealed, cosmetics cannot be returned for hygiene reasons unless defective.

My order hasn’t shipped yet—can I cancel?
Yes. Email us; we will cancel and refund in full. If already shipped, use your 14-day withdrawal (sealed goods only).

Who pays return shipping?
You do, unless we are at fault (wrong or defective item).

What if my order had free shipping?
You still pay the return shipping. If you partially return and the kept items no longer meet the free-shipping threshold, we may deduct the standard outbound delivery cost that would have applied.