Refund policy

At ccosme.com, we strive to ensure your complete satisfaction with every purchase of our China-manufactured beauty products. This Refund Policy outlines the terms and conditions for requesting refunds, including eligibility criteria, application procedures, and processing timelines. Please read this policy carefully before initiating a refund request.

1. Eligibility for Refunds

You may be eligible for a full or partial refund under the following circumstances, provided you submit a request within the specified timeframe:
  • Unshipped Orders: If you cancel an order before it has been shipped, you are entitled to a 100% full refund. Refund requests for unshipped orders must be submitted within 2 hours of placing the order.
  • Shipped but Unreceived Orders: If your order is lost or damaged during shipping (confirmed by the courier service), you can request a full refund or free replacement. You must notify us within 7 days of the estimated delivery date.
  • Received but Unused/Unopened Products: For products that are unused, unopened, and in their original packaging (with tags and seals intact), you can apply for a full refund within 30 days of delivery. The return shipping cost will be borne by the customer unless the return is due to our error (e.g., wrong product sent).
  • Defective or Damaged Products: If you receive a product that is defective, damaged, or does not match the product description, you are eligible for a full refund (including original shipping costs) or free replacement. You must report the issue within 7 days of delivery and provide photos/videos of the product and packaging as evidence.

2. Refund Application Process

To initiate a refund, please follow these steps:
  1. Submit a Request: Send an email to isnnate@outlook.com with the subject line "Refund Request - [Your Order Number]". Include your full name, order number, product name(s), reason for refund, and relevant evidence (e.g., photos of defective products, courier tracking records for lost items).
  2. Review & Approval: Our customer service team will review your request and evidence within 24-48 business hours. We will notify you via email whether your refund is approved or denied, along with the reason for denial if applicable.
  3. Return (if required): For approved refunds of received products, we will provide a return authorization number and our warehouse address. Please ship the product back within 7 days of approval, clearly marking the authorization number on the package. Do not return products without prior approval, as they may be rejected.
  4. Inspection & Refund: Once we receive and inspect the returned product (or confirm the shipping issue with the courier), we will process the refund within 3-5 business days.

3. Refund Processing & Methods

  • Processing Time: Refunds will be processed within 3-5 business days after we confirm eligibility (e.g., receive the returned product, verify shipping loss). The time it takes for the refund to reflect in your account depends on your payment method: Credit Cards: 5-7 business days
  • PayPal: 3-5 business days
  • Other Payment Methods: Please refer to your payment provider’s terms
Refund Amount: Approved refunds will be issued for the full purchase price of the product. For defective/damaged products, original shipping costs will also be refunded. Return shipping costs for non-defective products are non-refundable.
Refund Method: Refunds will be credited to the original payment method used for the purchase. We cannot issue refunds to alternative payment methods.

4. Non-Refundable Items

The following items are not eligible for refunds under any circumstances:
  • Products that have been opened, used, or tampered with (except for defective items).
  • Trial-sized products or free gifts included in purchases.
  • Orders where the refund request is submitted after the specified timeframe (30 days for unused products, 7 days for defective items).
  • Products purchased from third-party retailers or platforms (please contact the original seller for refunds).

5. Contact Us

If you have any questions or need assistance with your refund request, please contact our customer service team:
  • Email: isnnate@outlook.com
  • Phone: +86-18310221990 (Monday-Friday, 9:00 AM-6:00 PM CST)
  • Website: ccosme.com (visit our "Contact Us" page for more options)
Last Updated: November 15, 2025