Refund policy

Not happy with your order? Below you can read how returns work. Detailed information, the steps and frequently asked questions are on the Returns page.

Cooling-off period

You have a 14-day cooling-off period, starting on the day after you receive your order. Within that period you can withdraw from your order without giving a reason.

How to return

  1. Register your return within 14 days using the returns form or the withdrawal form. You can also email webshop@cosmetique-totale.nl.
  2. Send the product back within 14 days of registering, with your order number or the packing slip, to:
    Cosmetique Totale B.V., attn. Returns
    Steekterweg 77a
    2407 BE Alphen aan den Rijn
    the Netherlands
  3. The cost of returning the product is yours. Keep your proof of postage.

Conditions

  • The product is unopened and undamaged, with the seal and original packaging intact.
  • For health and hygiene reasons, sealed products whose seal has been broken (an opened jar, bottle or tube, or a removed safety film) cannot be returned.
  • Outlet products cannot be returned unless the product has a manufacturing defect or arrived damaged.

Processing

  • We check your return within 1 to 3 working days of receipt.
  • After we have received and approved your return, we add the purchase amount to your customer account as store credit within 14 days. The store credit does not expire.
  • If you return your entire order, we also refund the original shipping costs.
  • If your return means you no longer meet the conditions of a promotion, send the promotional gift back unused; otherwise we will deduct its value. The same applies to a discount code with a minimum order value.
  • Exchanges go through a return: you receive store credit and place a new order.

Damaged, wrong or defective

  • Arrived damaged or received the wrong product? Send us a photo and your order number within 7 days of receipt. You will receive a replacement or the correct product free of charge, and a PostNL returns label if needed.
  • Discovered a defect later, such as a pump that does not work? Report it within 2 months of discovering it. You are then entitled to repair or replacement and, if that is not possible, to a refund or price reduction.

Not collected or refused

If a parcel comes back to us because it was not collected or was refused, we will contact you. We can send it again for the shipping costs, or add the value of the products to your account as store credit.

All orders are subject to our terms and conditions.