Refund policy

ROMELIQ return route — updated September 8, 2026

Beauty products require a careful hygiene check. Follow the route below before sending anything back.

Step 1 — Contact the care desk

Email support@romeliq.com within 21 days after recorded delivery. Include your order number, the item, the reason for the request, and photographs if the product or parcel has an issue. Wait for approval and return instructions before posting a parcel.

Step 2 — Confirm the condition

For a preference-based return, the item must be unused, unopened, untested, unsampled, unmarked, and in its original sealed packaging with order information. Opened, worn, applied, tested, or unsealed lashes, adhesives, cosmetics, skin-care items, wax products, tools, and other hygiene-sensitive goods are not normally eligible for resale or return. Gift cards, personalized items, final-sale items, and free promotional goods are also excluded unless a defect or applicable law requires a remedy.

Step 3 — Report a wrong, damaged, or faulty item

Contact us within 5 days of delivery when an item is incorrect, incomplete, damaged in transit, or appears defective. Provide clear photographs of the item, packaging, and shipping label, and keep everything while we review the report. If the issue is confirmed, the available remedy may be a replacement, refund, or approved return arrangement.

Step 4 — Send an approved return

The customer pays trackable return postage for an approved preference or change-of-mind return. We cover reasonable approved return costs when we confirm a fulfillment error, qualifying defect, or eligible transit damage. The sender remains responsible for the parcel until the authorized return location records receipt.

Step 5 — Inspection and refund

After receipt, we inspect the item and email the outcome. Approved refunds are submitted to the original payment method within 7–12 business days. Banks and payment providers may require additional posting time. Original outbound delivery charges are not refunded unless law requires it or the return resulted from our error.

Step 6 — Exchanges and legal rights

Direct exchanges are not reserved because inventory can change. An approved return followed by a new order is usually the clearest route to another item. This policy does not reduce a mandatory consumer right available where you live.