Return Requests

At PurelyCosme, customer satisfaction is always our top priority. If you are not satisfied with the products received, please contact us within 30 days from the delivery date to request a return.

Note: Refunds will only be approved for skincare and essential oil products that are unused and in their original packaging. If the seal is broken or the product has been used, we will not accept your return requests.

If you have a refund request, please note: that once your application is approved, the payment amount will be returned to your original payment method. However, shipping fees are non-refundable. Due to different payment methods, refund processing times may vary but generally take between 1 and 2 business days. If it exceeds this timeframe, please contact us via email at support@purelycosme.com.

Order Cancellations

Typically, cancellations can be made within 30 minutes of placing an order; beyond this period cancellations cannot be processed as the order would have already begun being fulfilled. We aim to process all cancellation requests within 24 business hours.

If you fail to cancel an order after 30 minutes but do not wish to keep it upon receipt, you can return it following our standard return procedures.

Return Instructions

Before returning a product, please contact us at support@purelycosme.com for confirmation of the return process.
Upon receiving your products:

  • Check for quality issues or if they meet your expectations.
  • For returns due to our error (e.g., damaged or defective items), we may ask for an unpacking video or photos as proof when contacting us by email—please retain these until the completion of any returns/exchanges processes.
    Once confirmed:
  • We will reship replacement items free of charge within 1-2 business days OR issue direct refunds accordingly.
    For dissatisfaction with received goods:
  • Returns are accepted only on unused skincare/essential oil items in original packaging without a restocking fee—but customers bear the cost associated with returning item(s).

Note: Should the returned item differ from the initial claim after inspection post-receipt—we reserve the right to reject said request & send back such item at the customer’s expense including shipping costs incurred thereof!

Our return address: Is unit A17/29F Legend Tower No7 Shing Yip Street Kwun Tong Kowloon Hong Kong—all returns must first be communicated through PurelyCosme ahead of proceeding otherwise no action shall occur regarding uncoordinated cases!

Contact Us

Any concerns/questions about the policy? Feel free to reach out Customer Service Team @ +(1)(925) 269-4998!