Refund policy
REFUND POLICY
All refund requests must be submitted within 2 business days of the original transaction. After this time frame, Clionadh Cosmetics is not able to provide a refund and the sale is final. This applies to regular orders and preorders.
Please note that all gift cards are final sale and are non-refundable upon purchase. If a gift card order enters our system with a medium or high fraud flag, the order will be cancelled.
If you are located in the European Union, you have the right to cancel your order at any time prior to fulfillment, or withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason.
To exercise your right of withdrawal, you must submit your cancellation or return or request within 14 days after receipt. You can do so by logging into your account here.
Once we receive and process your return, we will issue a refund using the same payment method used for your original purchase. Refunds will be processed within 5 business days days of receiving the returned items.
Return shipping costs are the responsibility of the customer. Original shipping is non-refundable, along with insurance coverage. A 5% restocking fee will be deducted from the refund value.
EXCHANGES & RETURNS
Due to the hygienic nature of cosmetics, Clionadh Cosmetics does not allow any returns or exchanges.
If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason. To exercise your right of withdrawal, you must submit a return request within 14 days after receipt. You can do so by logging into your account here.
Once we receive and process your return, we will issue a refund using the same payment method used for your original purchase. Refunds will be processed within 5 business days days of receiving the returned items.
Return shipping costs are the responsibility of the customer. Original shipping is non-refundable, along with insurance coverage. A 5% restocking fee will be deducted from the refund value.
DAMAGED, LOST or STOLEN PARCELS + MISSING or INCORRECT ITEMS
Route Package Protection
In order to fully protect packages in transit, the customer is encouraged to purchase insurance through Route, Clionadh Cosmetics' shipping insurance partner. Route can assist with any lost, stolen, or damaged parcel issues. Shipping insurance with Route will insure all products within an order.
If the customer has purchased Route Shipping Insurance, please contact Route for any issues pertaining to a lost, stolen, or damaged parcel. Route does not cover the following: superficial damage, manufacturing damage, packaging errors (i.e. receiving an incorrect item). Route can assist with replacements or will issue a refund or partial refund at their discretion upon the completion of a claim that meets their policy guidelines.
In the instance of a packaging error, please contact our team directly with a clear photo of the invoice/packing slip within 5 business days of receiving the order. Please see Terms of Service for full details.
General
Standard and expedited tracked parcels that are shipped through Canada Post from the point of origin come with up to $100 CAD in insurance.
DHL Express shipments do not come with insurance.
If the customer has not purchased shipping insurance with Route, please contact Clionadh Cosmetics:
- Within 5 business days of delivery for damaged parcels or missing/incorrect products.
- Between 10 and 30 business days after the last tracking update for lost parcels.
- Between 5 and 10 business days after the expected delivery date for stolen parcels.
Clionadh Cosmetics may issue a replacement, refund or partial refund at their discretion upon investigating the issue.
For any order that is returned to the workshop due to extenuating circumstances, please reach out to Clionadh Cosmetics as soon as possible. If a reshipment is accepted, the customer is responsible for any additional reshipment costs. If a refund is accepted, the shipping cost, Route Package Protection fee (if applicable), and a restocking fee of 5% of the order subtotal price will be deducted. In instances where Clionadh Cosmetics does not receive a response from the buyer, the package will subsequently be discarded and a reshipment or partial refund becomes void.
Thank you for your understanding. Any other questions? Please contact our team.