Refund policy

Refund & Returns Policy

We want you to love your gloss. If something isn't right, here is how returns and refunds work at Soft Gloss Co.

14-day right of withdrawal

If you live in the European Union or Switzerland, you can cancel your order within 14 days of receiving it, without giving a reason. Customers in other countries can also return items within 14 days of delivery under the same conditions.

To cancel, email us at contact.ibrahimadiawara@gmail.com with your order number and a clear statement that you wish to withdraw from the purchase. You then have 14 days to send the items back.

Hygiene exception for lip products

For health and hygiene reasons, lip glosses and lip serums can only be returned if they are unopened and in their original sealed condition. Once the seal has been broken or the product has been used, the right of withdrawal no longer applies, as permitted by EU consumer law for sealed goods that are not suitable for return for health protection or hygiene reasons.

Damaged, defective or wrong items

If your order arrives damaged, defective or is not what you ordered, contact us within 14 days of delivery with your order number and a photo of the item. We will send a free replacement or give you a full refund, and you will not need to return the product. This does not affect your statutory rights under consumer law.

Return shipping

For withdrawals, return shipping costs are paid by the customer. For damaged, defective or incorrect items, there is no cost to you.

Refunds

Once we receive and check your return, we will refund you within 14 days, using the same payment method you used for the purchase. Refunds include the original standard shipping cost, if any.

Questions

Write to us at contact.ibrahimadiawara@gmail.com and we will be happy to help.