Return & Refund Policy
We want you to feel confident shopping with FYLUMELISSE.
This policy explains the conditions for returns, refunds, exchanges, damaged products, and order cancellations.
Nothing in this policy limits rights that cannot legally be excluded under applicable consumer law.
1. Return Period
Eligible products may be returned within [30 days] after the confirmed delivery date.
To request a return, contact us before sending any product back.
2. Return Eligibility
Unless applicable law provides otherwise, an item must meet all of the following conditions:
- It is unused and untested
- It is unopened
- Its original hygiene seal is intact
- It is in its original packaging
- It is in resalable condition
- All accessories, gifts, and components are included
- Proof of purchase is provided
- The return request is submitted within the return period
3. Hygiene and Beauty-Product Restrictions
For hygiene, health, and safety reasons, we generally cannot accept returns of:
- Opened or used cosmetics
- Opened or used skincare products
- Products with broken or removed hygiene seals
- Used beauty tools
- Personal-care items
- Products that have been tested, swatched, or applied
These restrictions do not apply where a product is damaged, defective, incorrect, or where applicable law requires us to accept the return.
4. Non-Returnable Products
The following products are generally non-returnable:
- Gift cards
- Final-sale products
- Clearance products marked non-returnable
- Personalized products
- Free gifts and promotional items
- Products returned after the applicable return period
- Products damaged through misuse or improper storage
- Products not purchased directly from FYLUMELISSE
5. How to Request a Return
Email [support@fylumelisse.com] with:
- Your full name
- Your order number
- The product you wish to return
- The reason for the return
- Relevant photographs, where applicable
Do not ship a return until you have received return instructions and, where applicable, a return authorization.
Unauthorized returns may be refused or delayed.
6. Return Shipping
Unless the return is due to a confirmed damaged, defective, or incorrect product, return shipping costs are the customer’s responsibility where permitted by law.
We recommend using a tracked shipping service.
We are not responsible for returned packages that are lost or damaged before reaching our designated return location.
Original shipping charges are generally non-refundable unless required by law or the return results from our error.
7. Return Address
Approved returns must be sent to the address provided by our Customer Care team.
Do not send returns to an address shown on the shipping package unless we specifically instruct you to do so.
Our return-processing location may differ from our business address.
8. Inspection and Refund Approval
Returned products will be inspected after receipt.
We will notify you whether the return has been approved, partially approved, or rejected.
A return may be rejected if the product:
- Has been opened or used
- Is missing packaging or components
- Shows signs of damage or misuse
- Does not match the authorized return
- Was submitted outside the return period
- Is otherwise ineligible under this policy
9. Refund Processing
Approved refunds will be issued to the original payment method.
Please allow [5–10 business days] after the refund is issued for it to appear in your account. Processing time depends on your bank or payment provider.
Shipping fees, customs charges, currency-conversion fees, and payment-provider fees may be non-refundable where permitted by law.
10. Partial Refunds
Where permitted by law, we may issue a partial refund if a returned item:
- Is missing components
- Has damaged packaging
- Shows handling beyond what is reasonably necessary to inspect it
- Has decreased in value because of the customer’s actions
11. Damaged, Defective, or Incorrect Products
Inspect your order promptly after delivery.
Contact us within [48 hours] if a product arrives:
- Damaged
- Defective
- Leaking
- Broken
- Incorrect
- Missing from the order
Include:
- Your order number
- A description of the issue
- Clear photographs or video of the product
- Photographs of the packaging and shipping label
Keep the product and all packaging until we complete our review.
Depending on the circumstances, we may offer a replacement, refund, store credit, or another appropriate remedy.
12. Adverse Reactions
Individual skin reactions can vary.
If you experience irritation or discomfort, stop using the product.
Contact us with your order number, photographs of the product, the batch or lot number, and a description of what occurred.
Our products and customer-support communications are not a substitute for medical advice. Seek appropriate healthcare assistance if necessary.
13. Exchanges
We currently [do/do not] offer direct exchanges.
Where direct exchanges are unavailable, return the eligible product and place a new order.
Products cannot be reserved while a return is being processed.
14. Order Cancellations
Contact us immediately if you wish to cancel an order.
We cannot guarantee cancellation after the order has entered processing, been packed, or been shipped.
Approved cancellations will be refunded to the original payment method.
15. Refused and Unclaimed Deliveries
If a package is refused, unclaimed, or returned because of an incorrect address or unpaid customs charges, a refund may be reduced by applicable original shipping, return shipping, customs, handling, and carrier charges where permitted by law.
16. Promotional Products and Gifts
If returning an order means that it no longer qualifies for a promotion, free gift, bundle price, or minimum-spend discount, the value of the promotion may be deducted from the refund where permitted by law.
Free gifts must be returned with the qualifying order unless otherwise stated.
17. Statutory Consumer Rights
Customers in certain jurisdictions may have mandatory cancellation, return, repair, replacement, or refund rights.
Where mandatory consumer rights provide greater protection than this policy, those rights will apply.
18. Contact Us
For return and refund support, contact:
Email: [support@fylumelisse.com]