return policy

Effective Date: Aug 09, 2025

At MSM Kosmetika, your satisfaction is our top priority. We understand that sometimes things don't work out as expected, and we are here to help with a smooth and easy return and refund process. Please take a moment to read through our refund policy to understand the terms and conditions regarding returns and refunds.

1. Eligibility for Returns and Refunds

We want you to be completely satisfied with your purchase. If, for any reason, you are not satisfied, we offer a return and refund process under the following conditions:

  • Damaged Products: If the product you received is damaged during shipping or is defective, you are eligible for a full refund or replacement, depending on the situation.
  • Incorrect Products: If we send you the wrong item (e.g., a different product than what you ordered), you are entitled to a refund or replacement, as preferred.

Please note that you will need to contact us within the time frame mentioned below for us to initiate the return or refund process.

2. Time Frame for Returns and Refunds

  • Refund requests must be made within 7 days from the date you receive the product.
  • Once your return request has been processed, the complete return and refund process will take approximately 15 days. This includes the time it takes to return the product, inspect it, and issue the refund.

We recommend contacting us as soon as possible if you wish to return a product to ensure your request falls within the 7-day window.

3. Condition of the Product

In order for your return to be processed, the following conditions must be met:

  • The product must be unused, meaning it should not have been opened, used, or tampered with.
  • The product must be in its original packaging. All labels, seals, and packaging should be intact and in resalable condition.

We cannot process returns for products that are used, opened, or damaged due to misuse.

4. Return Shipping Costs

  • Company’s Fault (Damaged/Wrong Item): If your return is due to a mistake on our part, such as a damaged product or the wrong item being sent, we will cover the return shipping cost.
  • Customer’s Fault (Change of Mind): If you simply change your mind or decide you no longer want the product, the customer is responsible for the return shipping cost.

We recommend using a reliable courier service when returning items, and ensuring the product is securely packaged to avoid damage during transit.

5. Refund Method

Once your return has been received and inspected, we will process your refund. Refunds will be issued to the original payment method used at the time of purchase.

Please note that it may take a few additional days for the funds to appear in your account, depending on your payment provider.

6. Restocking Fee

We do not charge any restocking fees for returns. You will receive a full refund, provided the returned item meets all the eligibility requirements listed above.

7. Damaged or Defective Products

If you receive a damaged or defective product, please take the following steps to initiate a return or replacement:

  • Contact us immediately via WhatsApp or email with a clear description of the issue.
  • Provide evidence such as pictures or videos showing the damage or defect. This helps us better understand the problem and resolve the issue quickly.

After reviewing the evidence, we will work with you to either send you a replacement or process a refund, depending on your preference and product availability.

8. Non-returnable Items

To ensure the safety and hygiene of our customers, we do not accept returns or provide refunds for used or opened products. This applies to products such as skincare items that have been used, opened, or tampered with.

We cannot accept returns for items marked as final sale or promotional items unless they are damaged or defective upon arrival.

9. Customer Communication

The easiest way to initiate a return or refund request is by reaching out to us directly. Here’s how you can contact us:

Once you contact us, we will guide you through the process and provide you with the necessary instructions, including the return shipping address and any additional details required to process your return.

10. Return Process

Once your return request has been approved, follow these steps:

  • Pack the Product Securely: Make sure the product is securely packed in its original packaging. If the packaging is damaged, please use an alternative method of packaging to ensure the product is not damaged during return shipment.
  • Ship the Product Back: You will be provided with the return address via WhatsApp or email once we approve the return request. Please use a reliable courier service and ensure the product is shipped back to us within a reasonable time frame.
  • Return Inspection: After receiving the returned product, we will inspect its condition. If the product meets our return policy requirements (unused, original packaging, etc.), we will process your refund.

11. Deduction on Refunds for Approved Returns

All approved refunds for returned products will be subject to a 2.5% deduction from the total paid amount. This covers necessary processing costs such as packaging, order handling, and payment gateway charges incurred during the original order preparation.

This deduction applies to all returns eligible for a refund, except in cases where the return is due to a confirmed error or fault by MSM Kosmetika (e.g., damaged or incorrect item).

Thank you for choosing MSM Kosmetika. We strive to provide the best experience for our customers and are always happy to assist you with your returns and refunds.

Final Notes:

This Refund Policy has been created to ensure a clear and fair process for both parties. We reserve the right to modify or update the policy at any time, and we will inform customers of any changes. Please check back regularly for updates to our policy.