Last updated: 07.05.2026
This Refund and Returns Policy explains the conditions under which products purchased from Jasminae Shop (“we”, “us”, “our”) may be returned and refunded.
By placing an order on jasminae-shop.com (the “Website”), you agree to the terms outlined below.
For additional information regarding purchases, please also review our Terms and Conditions and Delivery Policy.
1. Definitions
“Customer”, “You”, or “Buyer” refers to any individual purchasing products from our Website.
“Products” refers to cosmetics and beauty items sold on the Website.
“Return” refers to the process of sending a purchased product back to us.
“Refund” refers to the reimbursement of the purchase price using the original payment method.
2. Return Eligibility
2.1. Due to hygiene and safety reasons, cosmetic products may only be returned if they are unused, unopened, and in their original packaging.
2.2. Returns must be requested within 14 days of receiving the order.
2.3. Items that have been opened, used, damaged after delivery, or returned without original packaging may not be eligible for a refund.
2.4. We reserve the right to refuse returns that do not meet these conditions.
3. Faulty, Damaged, or Incorrect Items
3.1. If you receive a product that is damaged, defective, or incorrect, please contact us within 14 days of delivery.
3.2. To process the request, you may be asked to provide:
- your order number
- photographs of the damaged or incorrect item
- a description of the issue.
3.3. After reviewing your request, we may offer a replacement, refund, or other appropriate solution.
4. Order Cancellation Before Dispatch
4.1. You may request to cancel your order before it has been dispatched by contacting us as soon as possible at [email protected].
4.2. You may request cancellation for reasons including, but not limited to:
- you placed the order by mistake;
- you selected the wrong product, shade, quantity, or delivery address;
- you no longer wish to proceed with the purchase;
- you need to update order or delivery details before dispatch;
- duplicate order placement;
- any other reasonable reason before the order has been processed or dispatched.
4.3. Your cancellation request should include your full name, order number, the email address used to place the order, and the reason for cancellation.
4.4. If the order has not yet been processed, packed, dispatched, or handed over to the courier, we will cancel the order and arrange a refund to the original payment method, where possible.
4.5. If the order has already been processed, packed, dispatched, or handed over to the courier, cancellation may no longer be possible. In such cases, you may need to follow the return procedure described in this Policy after receiving the order.
4.6. Approved refunds for cancelled orders will be processed in accordance with the refund processing terms set out in this Policy.
5. Return Procedure
5.1. Before returning any item, you must contact us at [email protected] to receive return instructions.
5.2. Your return request email should include the following information:
- your full name;
- your order number;
- the email address used to place the order;
- the name of the product you wish to return;
- the reason for the return;
- photographs of the product, packaging, or issue, where applicable.
5.3. After receiving your request, we will review the information provided and reply with further instructions, including where and how to send the item back if the return is approved.
5.4. Items returned without prior contact or authorization may not be accepted.
5.5. The customer is responsible for ensuring that the returned product is securely packaged to prevent damage during transit.
5.6. We recommend using a trackable shipping method and keeping proof of postage until the return has been completed.
6. Return Shipping Costs
6.1. The customer is responsible for the cost of return shipping unless the item is faulty, damaged, or incorrectly delivered.
6.2. We recommend using a trackable shipping method, as we cannot guarantee receipt of returned items that are lost during return transit.
7. Refund Processing
7.1. Refund requests are reviewed within two (2) business days from the date we receive the request and all required information.
7.2. Once the returned product has been received and inspected, we will notify you whether your refund has been approved or rejected.
7.3. If the refund is approved, it will be issued to the original payment method used for the purchase, where possible.
7.4. Approved refunds will be processed by us within 14 days after we receive and inspect the returned item, or within the timeframe required by applicable consumer law.
7.5. The time it takes for the refunded amount to appear in your account may vary depending on your bank, card issuer, or third-party payment provider.
7.6. Jasminae Shop is not responsible for delays caused by banks, card issuers, payment providers, or other external financial institutions after the refund has been processed by us.
7.7. Shipping costs are non-refundable, except where the return is due to a faulty, damaged, or incorrectly delivered item.
8. Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned:
- opened cosmetic products
- used beauty products
- items damaged due to misuse
- products returned without original packaging.
9. Customs, Duties, and Taxes
9.1. International orders may be subject to customs duties, import taxes, or local handling fees depending on the destination country.
9.2. These charges are not included in the product price and are the responsibility of the customer.
9.3. Shipments within the European Economic Area (EEA) are not subject to customs duties or import taxes.
9.4. For orders shipped to the United Kingdom (UK), any applicable customs duties or clearance-related fees will be covered by Jasminae Shop.
9.5. We are not responsible for delays or additional charges caused by customs procedures.
10. Governing Law
10.1. This Refund and Returns Policy is governed by and construed in accordance with the laws of the United Kingdom.
10.2. Any disputes arising from this Policy shall be subject to the exclusive jurisdiction of the courts of the United Kingdom.
11. Contact Information
If you have any questions regarding returns or refunds, please contact us:
JASMINAE LTD
Registration Number: 17065484
Address: 77 Fulham Palace Road, London, United Kingdom, W6 8AF
Email: [email protected]