Refund policy

RETURNS, REFUNDS AND REPLACEMENTS WITH CELLULAR COSMETICS

Cellular Cosmetics provides returns, refunds and replacements when the situation complies with the points below.

  1. Only products with manufacturing or packaging defects are eligible for return.
  2. No returns, refunds or replacements will be accepted unless it has been authorized by Cellular Cosmetics.
  3. Any discrepancies must be reported to Cellular Cosmetics within one (1) week of receiving your order. No returns, refunds or replacements will be granted after one (1) week of receiving your order unless authorized by a Cellular Cosmetics employee.
  4. Customers will be required to provide photogenic evidence in their report to Cellular Cosmetics via email within one (1) week of receiving their order. The photogenic evidence should include evidence of the issues & discrepancies relating to the order.
  5. In cases where a return has been approved and the error is on Cellular Cosmetics behalf, Cellular Cosmetics will reimburse the freight cost to the customer.
  6. Cellular Cosmetics do not accept 'change of mind' returns. 
  7. If errors are made by customers when placing their order, and the customer reports this issue within one (1) week of receiving their order and products are unopened & unused, a return may be accepted. A ten percent (10%) restocking fee may be required from the customer. The ten percent (10%) restocking fee covers costs of time and labour involved with returning goods to the warehouse. Return freight will be at the customer's expense. 
  8. When customers are returning Goods to Cellular Cosmetics they must ensure goods are re-packed carefully for return and the package must include a letter identifying your invoice number, name, and contact information as well as why the goods are being returned. Goods must be returned in a re-saleable condition.
  9. All goods/products must be unused when returned to Cellular Cosmetics in order to qualify for a credit or refund.
  10. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate and mitigate the issue.
  11. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.
  12. The customer acknowledges that if a refund is accepted by Cellular Cosmetics, Cellular Cosmetics reserves the right to withhold 2% of the total amount paid by the customer in order to cover transaction fees, in addition to clause 6 above.
  13. In addition to other relevant clauses in relation to the delivery of products to customers, if couriers are unable to deliver the ordered products to the customers designated address, Cellular Cosmetics is not liable for additional costs relating to the re-delivery of the order.
  • If the returned products are of merchantable quality and provided the Customer makes a detailed written complaint with photogenic evidence to Cellular Cosmetics within one (1) week of receiving the Goods, Cellular Cosmetics may either:

(a) Replace the whole or part of such Goods, or

(b) Confer a credit note, or

(c) Refund the amount paid, not exceeding the invoice price of the goods.

  • The Customer acknowledges that Cellular Cosmetics is not, on any basis, required to pay or compensate the Customer in an amount equal to or exceeding the invoice price of the Goods.