Refund policy
At Escéla Cosmetics, your satisfaction is our top priority. We stand behind the quality of our products and are committed to providing you with the best possible experience. If for any reason you are not completely satisfied with your purchase, we are here to help. Please read our Return & Refund Policy carefully to understand your rights and our procedures.
Eligibility for Returns
To be eligible for a return, the following conditions must be met:
-
Time Frame: You must initiate the return within 15 days of the purchase date.
-
Condition of Products: Products must be unused, unopened, and in their original packaging. Items that have been used, damaged, or altered in any way are not eligible for a return.
-
Proof of Purchase: A receipt or proof of purchase is required for all returns.
Customized Products
Due to the unique nature of our customization process, which includes printing specialized boxes and labels tailored to your specifications, we cannot accept returns for customized products. These custom elements make each order distinct and non-resalable.
We can only accept returns for damaged or faulty items. If you receive a product that is damaged or faulty, please report this as soon as possible to ensure we can take appropriate action.
In such cases, please reach out to us at support@escelacosmetics.com. We aim to get back to you within 7 working days to discuss the next steps, which may include a refund or replacement, depending on the situation and our return policy.
Return Process
To return an item, please follow these steps:
-
Contact Customer Service:
Email us at support@escelacosmetics.com with your order number, details of the item(s) you wish to return, and the reason for the return. Our customer service team will provide you with a Return Authorization (RA) number and further instructions. -
Prepare Your Return:
Pack the item(s) securely in the original packaging, including all accessories, manuals, and documentation. Clearly write the RA number on the outside of the package. -
Ship Your Return:
Ship the return package to the address provided by our customer service team. We recommend using a trackable shipping method to ensure the safe and documented delivery of your return. You are responsible for the shipping costs associated with returning your item(s).
Refund Process
Once we receive and inspect your return, we will process your refund:
-
Inspection and Approval:
Upon receipt of the returned item(s), we will inspect them to ensure they meet the return eligibility criteria. If your return is approved, we will notify you via email. -
Refund Method:
Refunds will be issued to the original payment method used for the purchase. Please allow 7-10 business days for the refund to appear in your account, depending on your bank or credit card issuer. -
Restocking Fee:
In some cases, a restocking fee may be deducted from your refund. You will be informed of any applicable fees at the time of return authorization.
Order Amendments and Cancellations
Understanding the limitations on amending or canceling an order is crucial due to our automated processing system. Once an order has been placed, we immediately begin processing it. This includes the possibility of making changes to the delivery address, shipping method, or removing items from the order. Due to the automated nature of our process, we are generally unable to make changes once the order is in the system.
If you realize you made an error in your order, such as selecting the wrong item or size or providing incorrect information, please contact our customer support team as soon as possible at support@escelacosmetics.com. While we cannot guarantee that changes can be made, we will do our best to assist you within the constraints of our production process.
Exchanges
If you received a defective or damaged item, please contact us at support@escelacosmetics.com within 30 days of the purchase date. We will arrange for a replacement or exchange at no additional cost to you. Please include a description of the defect or damage and, if possible, a photograph.
Contact Us
If you have any questions or concerns about our Return & Refund Policy, please contact us at support@escelacosmetics.com.
Thank you for choosing Escéla Cosmetics. We value your business and are committed to ensuring your complete satisfaction with our products.