Return & Refund Policy
We want you to feel completely at ease with your purchase. If something isn’t right, here’s how returns work.
Your right to change your mind (14 days)
You have 14 days from the day you receive your order to change your mind and return it, no reason needed. To meet the deadline, just let us know within those 14 days — you’ll then have another 14 days to send the item back.
Important exception for cosmetics
Because our products are handmade, natural, and meant to be used on the skin, products that are sealed for hygiene reasons can only be returned if the seal is still intact. Once opened or used, these items cannot be returned — this is standard practice for cosmetics across the EU, for everyone’s safety.
This means:
- Unopened, sealed products → returnable within 14 days
- Opened or used products → not eligible for return
Made-to-order and custom items
Items made specially for you — custom labels, personalized orders, or one-of-a-kind pieces such as individual felted art pieces made to your request — are excluded from the right of withdrawal, as they are made specifically for you and cannot be resold.
How to return something
- Email us at care@purejoycosmetics.com with your order number and the reason for return
- We’ll confirm and share the return address
- Send the item back in its original packaging where possible
- Once we receive and check it, we’ll process your refund
Refunds
We’ll refund you within 14 days of receiving the returned item (or proof that it’s been sent), using the same payment method you used to order. Original shipping costs are refunded only if the entire order is returned.
Return shipping costs
Unless the item is faulty or incorrect, the cost of sending it back is for the customer.
Damaged or incorrect items
If something arrives damaged or isn’t what you ordered, contact us within 14 days of receiving it at care@purejoycosmetics.com, with a photo if possible. We’ll arrange a replacement or full refund, including shipping costs — no return cost to you in this case.