Return & Exchange Policy

At SweetFace Cosmetics, customer satisfaction is our priority. To ensure a smooth and transparent shopping experience, please review our policy below before placing your order.

Return & Exchange Window

  • Customers may request a return or exchange within 48 hours of receiving their order.
  • To initiate a request, please contact our Customer Support Team with:
    • Order Number
    • Reason for request
    • Product images
    • Mandatory unboxing video (for damaged, missing, incorrect, or defect claims)
  • Requests submitted after the specified timeline may not be entertained.

Eligible Return / Exchange Cases

Returns or exchanges are accepted in the following cases:

  • ✅ Damaged product received
  • ✅ Defective product received
  • ✅ Wrong item delivered
  • ✅ Missing item(s) in parcel
  • ✅ Shade exchange / customer preference exchange (subject to approval)

Non-Eligible Cases

Due to hygiene and product safety standards, the following cases are not eligible for return/refund:

  • ❌ Used cosmetic products
  • ❌ Products without original packaging
  • ❌ Claims without required proof
  • ❌ Minor packaging wear caused during courier handling
  • ❌ Claims reported after the allowed timeframe

Damaged / Defective / Missing Item Claims

If your parcel contains a damaged, defective, incorrect, or missing item:

  • Claim must be raised within 48 hours of delivery
  • An unboxing video is mandatory
  • The video must clearly show:
    • Sealed parcel
    • Shipping label
    • Opening process
    • Product condition / missing contents

Once verified by our Quality Control Team:

  • Replacement will be processed within 2–3 working days
  • Delivery charges will be fully covered by SweetFace

If replacement stock is unavailable, refund/store credit will be offered.

Shade / Preference Exchange Policy

For exchanges requested due to:

  • Shade mismatch
  • Customer preference
  • Product selection error by customer

The following conditions apply:

  • Product must be unused & sealed
  • Approval is subject to inspection
  • Reverse pickup + redelivery charges will be borne by the customer
  • Exchange depends on stock availability

Refund Policy

Refunds are only applicable when:

  • Replacement item is unavailable
  • Order cannot be fulfilled due to stock issue
  • Claim is approved but exchange is not feasible

Refund processing timeline:

  • 5–7 working days

Refund mode:

  • Bank Transfer only
  • No cash refunds.

Shipping Charges Policy

SweetFace will cover shipping if:

  • Wrong product sent
  • Damaged item received
  • Missing product claim approved
  • Verified manufacturing defect

Customer will cover shipping if:

  • Shade exchange
  • Preference change
  • Incorrect product selection by customer
  • Non-defect exchange requests

Important Terms & Conditions

  • Unboxing video is mandatory for claim verification
  • Claims without proof may be declined
  • All requests are subject to SweetFace Quality Control verification
  • SweetFace reserves the right to reject fraudulent or unverifiable claims
  • Courier delays or handling damages beyond reasonable control may occasionally occur