refund policy

Effective Date: Aug 09, 2025

Welcome to MSM Kosmetika. We aim to deliver not just quality skincare products, but also a smooth and transparent customer experience. This policy outlines the conditions and procedures related to order cancellations and refunds, helping you understand what to expect if an issue arises before or after your purchase.

1. Order Cancellation

You may cancel your order anytime before it is shipped. Once the order is shipped, cancellation is no longer possible.

  • You can track your order and cancel (if eligible) via the Orders page on your account dashboard.
  • Orders marked as "Shipped" or later cannot be cancelled.

2. Refund Policy for Cancelled Orders

-  For Prepaid Orders (Online Payments)

  • Refunds are applicable if cancellation occurs before shipment.
  • Refunds will be processed to the original payment method via our secure gateway partner (e.g., PayPro).
  • A 2.5% deduction applies to cover packaging and gateway fees.
  • Refund processing time: 15 business days, including internal and gateway handling.

You can track refund status under your account:

  • In Process – Refund initiated
  • Completed – Refund successful
  • Rejected – Request denied due to policy conditions

-  For Cash on Delivery (COD) Orders

COD orders are not eligible for refunds upon cancellation as no payment was made in advance.

If your COD order has already shipped, you may simply refuse delivery if you no longer wish to receive it.

3. Order Shipment and Cancellation Deadline

Once an order is marked as Shipped, it cannot be cancelled. Please refer to the Orders page in your account to track order status and take timely action.

4. Refunds for Delivered Orders

If you have received a wrong item or a damaged product, you may be eligible for a refund under our Return Policy.

Eligible cases must follow the return procedure, including contacting us, returning the item in unused condition, and undergoing verification.

5. Monitoring Your Refund

Log into your account to check the current status of your refund under the Orders or Refunds section. This ensures full transparency and ease.

6. MSM Kosmetika’s Rights and Responsibilities

  • We reserve the right to amend this policy without prior notice.
  • Refunds or cancellations may be denied if policy conditions are not met.
  • We are not liable for delays caused by third-party courier or payment services.

7. Need Assistance?

We're here to help! If you need assistance with a cancellation or refund: