Refund policy
Returns
You have 30 days from the date you receive your order to request a return.
To be eligible for a return, the product must be unopened, unused and sealed, in the same condition you received it and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, send us a direct message on Instagram at @orientcosmeticsexclusive with your order number. Returns are sent to the same address the package was shipped from, as shown on your shipping label.
If your return is accepted, we will send you instructions on how to send your package. Items sent back without an approved return request will not be accepted.
Opened Products
Opened products cannot be returned or refunded. This includes products whose seal, cap, protective film or packaging has been broken, and products that have been partially used, tested or decanted.
Because our products are professional cosmetics, we cannot resell or reuse any item once it has been opened. This protects the safety and hygiene of every salon we supply.
The only exception is when an opened product has a fault that falls clearly outside its normal use, such as:
- a manufacturing defect (wrong texture, separation, unusual smell or color compared to the standard product)
- contamination or a damaged seal discovered when the product was first opened
- a product that does not match its label or description
In these cases, message us on Instagram at @orientcosmeticsexclusive with your order number, the product’s batch number and clear photos or a video of the issue. We will review each case individually. Dissatisfaction with results, a change of mind, or incorrect use, storage or application do not qualify for this exception.
Damages and Issues
Please inspect your order as soon as it arrives. If a product is defective, damaged in transit, or you received the wrong item, message us on Instagram at @orientcosmeticsexclusive within 7 days of delivery with your order number and photos of the product and packaging, so we can evaluate the issue and make it right.
Non-Returnable Items
The following cannot be returned:
- opened or used products (except as described under Opened Products)
- custom orders or specially prepared products
- sale or discounted items
- gift cards
If you have questions about a specific product, message us on Instagram at @orientcosmeticsexclusive before placing your order.
Exchanges
The fastest way to get the product you want is to return the original item and, once the return is accepted, place a separate order for the new one.
Statutory 14-Day Right of Withdrawal (Serbia and EU)
If you are buying as a consumer (a private individual, not a business) and your order is delivered in Serbia or the European Union, you have the right to withdraw from your purchase within 14 days of receiving it, for any reason and without justification. The product must be unopened, unused and in its original packaging, together with proof of purchase.
In line with consumer protection law, this right does not apply to sealed cosmetic and personal care products that have been unsealed after delivery, for health and hygiene reasons.
Refunds
We will notify you once we have received and inspected your return and let you know whether the refund was approved. If approved, the refund will be issued to your original payment method within 10 business days. Please note that your bank or card provider may need additional time to process and post the refund.
If more than 15 business days have passed since your return was approved and you have not received your refund, message us on Instagram at @orientcosmeticsexclusive.
Contact
For any questions about returns or refunds, message us on Instagram: @orientcosmeticsexclusive (instagram.com/orientcosmeticsexclusive)