Refund policy

RETURN AND REFUND POLICY

Right of Return

In accordance with European consumer protection legislation, you have the right to withdraw from the purchase and return the product within 14 days from the date of receipt, without stating a reason.

⚠️ IMPORTANT: Conditions for Returning Cosmetic Products

For hygienic reasons and in accordance with health protection legislation, it is NOT POSSIBLE to return:

Opened cosmetic products
Products with broken protective seals or packaging
Tested or used products (even partially)
Products with visible signs of use

Consultation Before Ordering

If you have questions about the products - for example, which paint color is suitable for you, shades, texture, or application - please contact us BEFORE placing your order!

We will be happy to consult and help you choose the right product to avoid the need for a return.

Contact us at djongimakeup@gmail.com for consultation.

Conditions for Accepting Returns

Returns are accepted ONLY if the following conditions are met:

The product is in its original, UNOPENED packaging
The protective seal is INTACT
All labels and packaging materials are preserved
The product is in a condition that allows it to be resold

Return Procedure

To initiate a return, please follow these steps:

1. Contact us at djongimakeup@gmail.com within 14 days of receiving your order

2. In the email, please include:
Order number
Invoice number
Reason for return
Your bank details for refund (IBAN, account holder name, bank)
3. After approval from our side, send the product back to the address we provide

Return Costs

Return shipping costs are the responsibility of the customer. We recommend using a courier service with tracking.

Refund

After receiving and inspecting the returned goods, we will process the refund within 14 days. The money will be transferred to the bank details you provided.

Please note that shipping costs (if charged on the original order) are non-refundable.

Damaged or Defective Products

Manufacturing Defect:

If you have received a product with a manufacturing defect (for example, leaked product, incorrect consistency, defective pump, etc.), please contact us immediately at djongimakeup@gmail.com.

Please attach photos of the defect in the email so we can assess the problem.

In case of a confirmed manufacturing defect, we will cover the return shipping costs and provide a full refund or product replacement.

Damage During Transport:

If the product is damaged during transport (for example, broken cap, deformed packaging, etc.), this is the responsibility of the courier service, not our store.

In such cases:

• Please DO NOT ACCEPT the shipment from the courier if you notice visible damage TO THE PACKAGE
  
• If you have already accepted the shipment, take photos of the damage and contact the courier service immediately to file a claim
• We are not responsible and do not cover costs for damage caused by the courier

We recommend always checking the shipment upon receipt in the presence of the courier.

Improper Storage or Use:

We cannot replace the product in case of improper storage or use. Please follow the storage and usage instructions indicated on the packaging or in the product description.

Contact

For questions regarding products, returns, and refunds, please contact us at djongimakeup@gmail.com.