Refund policy

RETURN & REFUND POLICY

ELYSSA COSMETIQUES-FZCO

Our Commitment

At ELYSSA COSMETIQUES-FZCO, customer satisfaction is our priority. We stand behind the quality of our products and want you to be completely satisfied with your purchase. This Return & Refund Policy outlines the terms and conditions for returns, exchanges, and refunds.

Return Eligibility

Return Window

You may return eligible products within 7 days of the delivery date.

Eligible Returns

We accept returns for the following reasons:

  • Damaged Product: Product arrived damaged or broken
  • Defective Product: Product has a manufacturing defect
  • Wrong Product: You received a different product than ordered
  • Quality Issues: Product does not meet quality standards

Return Conditions

To be eligible for a return, products must meet the following conditions:

  • Unopened & Unused: Products must be in their original, unopened condition
  • Original Packaging: All original packaging, seals, and labels must be intact
  • Proof of Purchase: Original invoice or order confirmation must be provided
  • Return Window: Return request must be initiated within 7 days of delivery

Non-Returnable Items

For hygiene and safety reasons, the following items CANNOT be returned:

❌ Opened or Used Products
❌ Products with Broken Seals
❌ Products Without Original Packaging
❌ Sale or Clearance Items (unless defective)
❌ Gift Cards or Vouchers
❌ Promotional Items or Free Gifts
❌ Products Damaged Due to Misuse or Negligence

How to Initiate a Return

Follow these steps to return a product:

Step 1: Contact Customer Service

Within 7 days of delivery, email us at info@elyssacosmetiques.com with:

  • Order number
  • Product name and quantity
  • Reason for return
  • Clear photos of the product (if damaged or defective)

Step 2: Await Return Authorization

Our customer service team will review your request and respond within 24-48 hours with:

  • Return authorization (RA) number
  • Return instructions
  • Return shipping address

Important: Do not send products back without return authorization. Unauthorized returns will not be accepted or refunded.

Step 3: Package Your Return

  • Pack the product securely in its original packaging
  • Include the RA number on the package
  • Include a copy of your original invoice
  • Use appropriate shipping materials to prevent damage

Step 4: Ship Your Return

  • Ship the package to the address provided by our team
  • Use a trackable shipping method
  • Keep your tracking number for reference

Note: Return shipping costs are the responsibility of the customer unless the return is due to our error (wrong or defective product).

Step 5: Return Inspection

Once we receive your return:

  • Our team will inspect the product within 3-5 business days
  • You will receive an email notification regarding the inspection results
  • Approved returns will be processed for refund or exchange

Refund Process

Refund Timeline

Approved refunds will be processed within:

  • 7-10 business days from the date of return inspection
  • Refunds are issued to the original payment method

Please note: It may take an additional 5-7 business days for the refund to appear in your account, depending on your bank or payment provider.

Refund Amount

Full Refund:

  • Product price will be refunded in full
  • Original shipping costs are non-refundable (unless the return is due to our error)

Partial Refund:

  • If return shipping costs were deducted (for customer convenience returns)
  • If product is returned in less than perfect condition (subject to inspection)

No Refund Scenarios

Refunds will NOT be issued if:

  • Product was opened or used
  • Product packaging is damaged or missing
  • Product was damaged due to misuse
  • Return was not authorized
  • Return window has expired

Exchanges

How to Exchange a Product

If you wish to exchange a product for a different size, variant, or product:

  1. Contact us at info@elyssacosmetiques.com with:

    • Order number
    • Product to be exchanged
    • Desired replacement product

  2. Follow the return process outlined above

  3. Replacement Order:

    • We will process your exchange once we receive and inspect your return
    • If the replacement product has a higher price, you will need to pay the difference
    • If the replacement product has a lower price, we will issue a partial refund or store credit

Note: Exchanges are subject to product availability. If the desired product is out of stock, we will offer a refund or alternative product.

Damaged or Defective Products

Reporting Damaged/Defective Products

If you receive a damaged or defective product:

Report within 48 hours of delivery:

  • Email info@elyssacosmetiques.com immediately
  • Provide clear photos showing the damage or defect
  • Include photos of the packaging

We will:

  • Investigate the issue promptly
  • Arrange for a free return pickup (no shipping cost to you)
  • Process a full refund or send a replacement at no additional cost

Wrong Product Delivered

If you received the wrong product:

Contact us within 48 hours:

  • Email info@elyssacosmetiques.com
  • Provide your order number and photos of the product received

We will:

  • Arrange for a free return pickup
  • Send the correct product immediately
  • Cover all shipping costs

Professional & Wholesale Orders

Special Return Terms

Professional and wholesale orders may have different return terms:

  • Bulk orders must be inspected immediately upon delivery
  • Damaged or defective products must be reported within 24 hours
  • Special arrangements may apply for large quantities

Contact our professional team at info@elyssacosmetiques.com for details.

Store Credit

As an alternative to a refund, you may choose to receive store credit:

Benefits of Store Credit:

  • Can be used for future purchases
  • No expiration date
  • Easy to apply at checkout

To request store credit:

  • Mention your preference when initiating your return
  • Store credit will be issued once your return is approved

Cancellations

Order Cancellation

You may cancel your order before it has been shipped:

To cancel:

  • Email info@elyssacosmetiques.com with your order number
  • Cancellation requests are processed immediately if the order has not shipped

If your order has already shipped:

  • You cannot cancel the order
  • You must follow the return process once you receive the product

Cancellation Refunds

  • Canceled orders will receive a full refund within 5-7 business days

Special Circumstances

Force Majeure

In the event of unforeseen circumstances beyond our control (natural disasters, pandemics, political unrest, etc.), return and refund timelines may be extended. We will communicate any delays and work to resolve issues as quickly as possible.

Quality Guarantee

We stand behind the quality of our products. If you experience any issues not covered by this policy, please contact us. We will work with you to find a satisfactory solution.

Contact Us

For return and refund inquiries, please contact:

ELYSSA COSMETIQUES-FZCO

Email: info@elyssacosmetiques.com

Customer Service Hours:
Sunday - Thursday: 9:00 AM - 6:00 PM GST

Address:
IFZA Business Park, DDP
PO Box 342001
Dubai Silicon Oasis
Dubai, United Arab Emirates

Frequently Asked Questions (FAQ)

Q: How long do I have to return a product?
A: You have 7 days from the delivery date to initiate a return.

Q: Can I return an opened product?
A: No, for hygiene reasons, opened or used products cannot be returned unless defective.

Q: Who pays for return shipping?
A: The customer is responsible for return shipping costs unless the return is due to our error (wrong or defective product).

Q: How long does it take to get my refund?
A: Refunds are processed within 7-10 business days after we receive and inspect your return. It may take an additional 5-7 business days for the refund to appear in your account.

Q: Can I exchange a product instead of getting a refund?
A: Yes, exchanges are available subject to product availability. Contact us to arrange an exchange.

Q: What if my product is damaged during shipping?
A: Contact us within 48 hours with photos of the damage. We will arrange a free return and send a replacement or issue a full refund.

Q: Can I return sale or clearance items?
A: Sale and clearance items are final sale and cannot be returned unless defective.

Policy Updates

This Return & Refund Policy is subject to change. Please review this page regularly for any updates.

Last Updated: January 2026

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