Refund policy

Refund & Return Policy

At Adelfi Cosmetics, we take great care in preparing and packaging every order. Because our products are personal-use cosmetics, certain items cannot be returned once opened or used for hygiene and safety reasons.

We understand, however, that shipping issues and product concerns can occasionally occur. Please review the policy below before submitting a request.

Returns & Final Sale Items

For health, hygiene, and product safety reasons, we do not accept returns or exchanges on cosmetics that have been opened, tested, used, or altered from their original condition.

We are unable to offer refunds or exchanges for:

* Change of mind or buyer’s remorse.
* Personal preferences regarding shade, color, scent, texture, finish, or appearance.
* Products that have been opened, swatched, tested, or used.
* Products with removed or altered seals, protective packaging, or original components.
* Individual sensitivities or reactions after use, except where otherwise required by applicable law.

We encourage customers to carefully review product descriptions, ingredients, photos, and other available information before placing an order.

Incorrect or Defective Products

If you receive the wrong item or believe your product has a manufacturing defect, please contact us within 7 calendar days of delivery.

Please provide your order number, a description of the issue, and clear photos or videos showing the product and the concern. We may also request photos of the shipping packaging and label.

Please keep the product and all original packaging until your request has been reviewed.

If the issue is verified, Adelfi Cosmetics may provide a replacement, subject to availability, or issue an eligible refund.

Items Damaged in Transit

If your order arrives damaged, please report the issue within 48 hours of delivery.

To properly review the claim, we may require photos or videos of the damaged item, shipping box or mailer, protective packaging, and shipping label.

Please do not discard the product or packaging while the claim is being reviewed.

In some cases, additional information may be required for a carrier claim. Customers are expected to reasonably cooperate with this process before a resolution can be issued.

Delayed Shipments

Delivery dates provided at checkout or by the shipping carrier are estimates and are not guaranteed.

A delayed shipment is not automatically considered lost. Refunds or replacement shipments will generally not be issued while tracking continues to show active movement or while the package remains in transit.

Delays caused by shipping carriers, weather, service interruptions, or other circumstances outside of our control may affect delivery times.

Lost Packages

A package will generally be considered lost once the shipping carrier confirms that it cannot be located or after the carrier has completed an investigation determining that the shipment was lost.

Customers may be required to participate in the carrier’s investigation and provide any requested information.

Once a loss has been confirmed, we will review the order and determine whether a replacement or eligible refund is appropriate.

Submitting a lost-package claim does not automatically guarantee a refund.

Packages Marked as Delivered

If carrier tracking shows your package as delivered but you cannot locate it, please first:

* Confirm that the shipping address on your order is correct.
* Check around your property and usual delivery locations.
* Ask household members, neighbors, front desk staff, or building management.
* Allow at least 24 hours after the delivery scan, as some packages may be marked delivered shortly before they are physically received.
* Contact the shipping carrier for additional delivery information when necessary.

When tracking confirms successful delivery to the address provided at checkout, Adelfi Cosmetics cannot automatically issue a refund or complimentary replacement unless the carrier confirms a delivery error, loss, or other qualifying issue.

We are not responsible for packages that are stolen, misplaced, or removed after confirmed delivery.

Incorrect or Incomplete Shipping Addresses

Customers are responsible for reviewing and providing a complete and accurate shipping address at checkout, including apartment, suite, or unit numbers when applicable.

Adelfi Cosmetics is not responsible for delivery failures resulting from an incorrect or incomplete address provided by the customer.

Complimentary reshipping or refunds will not be provided when a package is undeliverable because of:

* An incorrect or incomplete address.
* A missing apartment or unit number.
* Refusal of delivery.
* Failure to collect a package held by the carrier.
* Inability of the carrier to access the delivery location.

If an order is returned to us and is eligible to be reshipped, the customer may be responsible for the cost of the new shipping label.

Order Changes & Cancellations

Please review your order carefully before completing your purchase.

We will make reasonable efforts to accommodate cancellation or modification requests submitted before an order begins processing. However, changes and cancellations cannot be guaranteed once an order has entered fulfillment or has been shipped.

Once a package has been transferred to the shipping carrier, the order cannot be canceled.

Approved Refunds

Approved refunds will be issued to the original payment method.

Please allow up to 5 business days for us to process an approved refund. Your bank or payment provider may require additional time for the funds to appear in your account.

Original shipping charges are generally non-refundable unless the issue resulted directly from an error by Adelfi Cosmetics or a refund is otherwise required by applicable law.

Replacements

Approved replacements are subject to product availability.

Once a replacement order has been shipped, the same shipping and delivery terms outlined in this policy will apply.

Additional complimentary replacements or refunds may not be provided when a replacement cannot be delivered due to an incorrect address, refusal of delivery, failure to collect the package, or another circumstance outside of our control.

Information Required for Claims

To properly investigate an order issue, Adelfi Cosmetics may request reasonable supporting documentation, including photographs, videos, shipping information, carrier documentation, or other evidence related to the claim.

We may be unable to approve a claim if:

* Required evidence is not provided.
* The product or packaging is discarded before the investigation is completed.
* Requested information is not provided within a reasonable timeframe.
* Information submitted is incomplete or inconsistent.
* The customer does not cooperate with a required carrier investigation.

Fraudulent or Abusive Claims

Adelfi Cosmetics reserves the right to deny claims when there is reasonable evidence of fraud, altered or misleading documentation, false information, repeated abuse of our refund process, or other suspicious activity.

Additional verification may be requested when necessary to protect our customers and our business.

Nothing in this policy is intended to limit any consumer rights that cannot legally be waived or restricted.

Contact Us

If you experience an issue with your order, please contact Adelfi Cosmetics Customer Support and include your order number, a description of the issue, and any relevant photos or videos.

For shipping related claims, please also provide any carrier case or claim number available.

By purchasing from Adelfi Cosmetics, you acknowledge and agree to the terms of this Refund & Return Policy.