Refund & Return Policy

1. Health & Hygiene (cosmetics)

Because our products are cosmetics subject to health and hygiene rules, any item whose seal, shrink-wrap, or original packaging has been opened, unsealed, or altered cannot be returned, refunded, or exchanged, except where the item is faulty, not as described, or where a statutory right applies. Items must be unused and in the same condition and original packaging in which you received them.

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2. Return Window & Consumer Right to Cancel

You have 14 days from delivery to request a return or exchange of unopened items; your package must be postmarked no later than 14 days from delivery confirmation, sent with tracking. Where you are a consumer buying at a distance, you may also have a statutory right to cancel within a cooling-off period; nothing in this policy limits that right. Contact us through our online form to request a return and obtain return instructions.

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3. Partial Refunds

Partial refunds may apply where only part of an order is returned, or where a returned item is damaged, missing units, or not in original condition for reasons not due to our error — in which case a refund is granted only for items returned in original, saleable condition. We will always email you before processing such a refund. Please include your order confirmation or receipt with any return.

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4. Refunds

Once we receive and inspect your return, we will email you to confirm receipt and notify you of approval or rejection. We typically process refund requests within 48 hours of receiving your package. Approved refunds are issued to your original payment method within 7-14 business days. We cannot route refunds to a different payment method. Shipping costs are non-refundable except in cases of our error or where required by law.

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5. Exchanges (Defective Items)

We replace items that are defective or damaged in transit before reaching you. Report the issue through our online form with photographic evidence within a reasonable time of delivery. Once verified, we will send a replacement at no charge (one time); subsequent exchanges are the customer’s responsibility. We do not replace items damaged after delivery during handling by the customer.

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6. Cancellation

To cancel or modify an order, contact us through our online form as soon as possible after placing it — ideally within 60 minutes — and we will do our best to cancel or modify it before it ships. Statutory cancellation rights, where they apply, are unaffected.

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7. Questions

For any questions about your order, payment, return, or cancellation, contact us at info@zartaux.com or through our online form.