Effective date: 9 September 2026
At KONSEI Cosmetics, we want every order to reach you in the condition in which it was intended to be enjoyed. This Returns & Refunds Policy explains how we review return, replacement and refund requests for purchases made through the KONSEI Cosmetics Website. Please contact KONSEI before sending any product back. Products returned without prior instructions or authorization may not be accepted or may take longer to review.
1. KONSEI Membership and voluntary returns & refunds
KONSEI Cosmetics' voluntary refund benefit is available only to customers who have purchased and hold an eligible active KONSEI Membership before submitting the relevant refund request. Where a return is required as part of that voluntary refund request, the same membership requirement applies.
Membership does not automatically guarantee approval. Each request is reviewed according to the order details, product condition, reason for the request, applicable membership conditions and this Policy. Membership benefits are personal to the eligible customer and must be active when the request is submitted.
This membership requirement applies only to KONSEI Cosmetics' voluntary return and refund benefits. It does not replace, reduce or restrict any consumer right or remedy that KONSEI Cosmetics is required to provide under applicable law. If a product is damaged, defective, incorrect or otherwise non-conforming and applicable law requires a remedy, that remedy is not conditional on purchasing a KONSEI Membership.
2. When a voluntary return may be considered
For an eligible voluntary return connected with an approved member request, KONSEI may require the product to be unused, unopened, unaltered and in a resalable condition, with the original box, label, seal, protective packaging and accessories intact where applicable.
Because cosmetics and personal-care products are hygiene-sensitive, products that have been opened, used, tested, altered, contaminated or had their protective seal removed are generally not eligible for a voluntary return simply because of preference, change of mind, fragrance preference, texture preference, shade expectation or personal suitability. This does not affect a remedy that must be provided under applicable law.
3. Damaged, defective, incorrect or incomplete orders
If your parcel or product arrives damaged, defective, incorrect, incomplete or materially different from what was ordered, please contact us promptly after delivery. Include your order details, a clear explanation of the issue and clear photographs of the product, outer packaging, shipping label and affected area. An unboxing video, if available, can help us review transit-related or packing concerns more efficiently.
KONSEI may request additional photographs, video, packaging information or other reasonable evidence so that the issue can be verified with our fulfilment or logistics partners. Please keep the product and its packaging until the review is completed.
If a parcel appears visibly opened, severely damaged or tampered with at the time of delivery, avoid accepting it where practical and contact KONSEI promptly. Please also refer to our Shipping Policy.
4. How to request a return or refund review
Before sending anything back, contact KONSEI Cosmetics through our Contact page or email info@konseicosmetics.com. Please provide your order information, the product concerned, the reason for the request and the supporting material relevant to the issue.
If the request is eligible to proceed, KONSEI will provide the applicable next-step instructions. Do not send a parcel to an address found online, on an old shipment label or through an unauthorised third party unless KONSEI has specifically confirmed that return method for your request.
5. Return pickup and return shipping
Where a return has been approved, a reverse pickup may be arranged when an appropriate service is available for the relevant location. If reverse pickup is unavailable, KONSEI may provide instructions for sending the approved product to a designated return location.
Please follow the return instructions provided for the specific request. Any customer-paid return shipping cost will be reimbursed only where KONSEI has expressly agreed to it in advance or where reimbursement is required under applicable law. KONSEI is not responsible for parcels sent independently to an unconfirmed address or through an unapproved return method.
6. Product inspection
An approved return request does not mean that a voluntary refund is automatically completed. Once a returned product is received, KONSEI may inspect the item, packaging, seals, labels, accessories and other relevant details to confirm that the return meets the conditions communicated for the request.
If the returned item does not match the approved request, has been used or altered after delivery, is missing required packaging or components, or otherwise does not meet the applicable voluntary-return conditions, KONSEI may decline the voluntary refund to the extent permitted by law.
7. Sets, combos, bundles and complimentary items
Products sold together as a set, combo or bundle are generally reviewed as one purchase unit for a voluntary return. A partial voluntary return of selected items from a set or combo may not be accepted unless KONSEI specifically approves it for the relevant request.
Complimentary products, samples, gifts or promotional items supplied without a separately charged purchase price do not ordinarily have an independent cash refund value. If a qualifying main product is returned, KONSEI may require related complimentary items to be returned where appropriate to the promotion, subject to applicable law.
8. Situations generally not eligible for a voluntary refund
Subject to applicable law, KONSEI's voluntary refund benefit may be declined where the product has been opened or used for personal preference reasons, damaged after delivery through misuse or improper storage, altered or tampered with, returned without required packaging where that condition was communicated, sent back without authorization, or where the request does not otherwise meet the applicable membership and order conditions.
Normal variations caused by screen display, lighting, packaging updates or minor cosmetic presentation differences do not automatically make a product defective. Individual reactions, preferences and results from cosmetic products can also vary from person to person.
9. Refund method and processing
Where a refund is approved, KONSEI will initiate the eligible amount through the applicable payment method used for the order or another method that is appropriate for the transaction and permitted by the relevant payment provider. The time taken for an approved refund to appear after initiation can vary according to the bank, card network, payment provider or financial institution involved.
For a voluntary return, original shipping or delivery charges may be excluded from the refundable amount unless KONSEI agrees otherwise for the particular case or applicable law requires those charges to be refunded.
10. Replacement or other resolution
Depending on the circumstances of an eligible damaged, defective, incorrect or incomplete order, the appropriate resolution may include a replacement, refund or another remedy required by applicable law. Availability of a replacement can depend on current stock and serviceability. KONSEI does not guarantee that every issue can be resolved through a direct product exchange.
11. Order cancellations
KONSEI's voluntary order-cancellation benefit is available only to customers who have purchased and hold an eligible active KONSEI Membership before submitting the cancellation request. Cancellation is also dependent on order status and may no longer be operationally possible once processing, packing, shipment preparation or dispatch has progressed.
The membership requirement for voluntary cancellation does not limit any right or remedy that cannot lawfully be restricted. For more information, please read our Terms & Conditions and Shipping Policy.
12. Abuse, inconsistent claims and verification
KONSEI may reasonably review order history, submitted evidence, product condition and membership eligibility when assessing voluntary return or refund requests. Requests involving altered evidence, materially inconsistent information, misuse of products, repeated abuse of voluntary benefits or fraudulent activity may be declined to the extent permitted by law and may result in restriction of voluntary membership benefits or account access where appropriate under our Terms & Conditions.
13. Contact KONSEI Cosmetics
For a return, refund, damaged-order or replacement enquiry, use our Contact page or email info@konseicosmetics.com. Please keep your order details and supporting photographs or video available so the request can be reviewed efficiently.
This Policy should be read together with the KONSEI Cosmetics Terms & Conditions, Shipping Policy and any specific conditions shown for the relevant product, promotion or membership. Nothing in this Policy limits a consumer right or remedy that cannot lawfully be limited.