Refund & Return Policy
Last Updated: September 3, 2026
At HLX Cosmetics, we want you to be satisfied with your purchase. Please review the following policy regarding returns, exchanges, refunds, and order issues.
Returns & Exchanges
Unopened and unused products may be returned or exchanged within 14 days of delivery.
To be eligible for a return or exchange, the product must:
- Be unopened and unused.
- Be in its original packaging.
- Be in the same condition in which it was received.
- Include proof of purchase or the original order information.
Products that do not meet these requirements may not be eligible for return, exchange, or refund.
Opened or Used Products
For health, hygiene, and product-integrity reasons, we generally cannot accept returns of products that have been opened, used, altered, or removed from their original sealed packaging.
If you believe a product is defective, damaged, or otherwise unsuitable due to an issue that existed when you received it, please contact us so that we can review the situation.
Damaged, Defective, or Incorrect Orders
Please inspect your order when it arrives. If an item is damaged, defective, missing, or you receive the incorrect product, contact HLX Cosmetics as soon as possible after delivery.
Please include your order number and, when applicable, photographs showing the product, packaging, and shipping damage. This information helps us evaluate the issue and resolve it as quickly as possible.
When we determine that an order was damaged in transit, defective, or fulfilled incorrectly, we may offer a replacement, exchange, store credit, or refund as appropriate.
How to Request a Return
Before sending any product back, please contact HLX Cosmetics through our Contact Us page and provide your order number and reason for the return.
If your return is approved, we will provide return instructions and the appropriate return shipping information.
Please do not send products back without first contacting us. Unauthorized returns may not be accepted or processed.
Return Shipping
Unless the return is the result of a damaged, defective, or incorrect order, customers are responsible for return shipping costs.
Original shipping charges are non-refundable unless otherwise required by law or unless the return resulted from an error by HLX Cosmetics.
We recommend using a trackable shipping service when returning merchandise. HLX Cosmetics is not responsible for returned packages that are lost or damaged while being shipped back to us.
Refunds
Once an approved return has been received and inspected, we will notify you regarding the status of your refund.
Approved refunds will generally be issued to the original payment method used for the purchase.
Please allow approximately 5–10 business days after a refund has been issued for it to appear on your account. Processing times vary depending on your bank, card issuer, or payment provider.
Exchanges
Eligible unopened products may be exchanged within the 14-day return period, subject to product availability.
If the requested replacement product is unavailable, we may offer a refund or other available resolution.
Final Sale Items
Certain products, promotional items, clearance items, or specially designated purchases may be marked as Final Sale. Items clearly identified as Final Sale at the time of purchase are not eligible for return or exchange except when damaged, defective, incorrectly shipped, or otherwise required by applicable law.
Order Cancellations
If you need to cancel an order, contact us as soon as possible. We will make reasonable efforts to accommodate cancellation requests received before an order has been processed or shipped.
Once an order has entered fulfillment or has shipped, it may no longer be possible to cancel it. Eligible products may still be returned in accordance with this policy.
Refunds for Lost or Stolen Packages
Packages shown by the carrier as delivered are generally not considered lost in transit. If you cannot locate a package that is marked as delivered, please contact the shipping carrier and HLX Cosmetics so the delivery can be investigated.
Eligibility for replacement or refund will depend on the circumstances of the shipment and the results of any carrier investigation.
Contact Us
If you have questions about a return, exchange, refund, or this policy, please contact HLX Cosmetics through our website.
Please include your order number when contacting us so we can assist you as quickly as possible.