Return & Refund Policy

🔄 Return & Refund Policy – Nusa Cosmetics LLC

1. RIGHT OF WITHDRAWAL

Due to the nature of cosmetic products, for hygiene and safety reasons, we do not accept returns or exchanges once the product has been opened, used, or unsealed.

In compliance with applicable U.S. consumer protection laws, customers are entitled to request a return only if the product received is defective, damaged during shipping, or incorrect.

2. HOW TO REQUEST A RETURN

If you believe you have received a defective, damaged, or incorrect product, you must notify us within 14 calendar days of receiving your order.

To do so, please contact us at:
📧 info@nusacosmetics.com

Please include the following information:

  • Order number

  • Full name

  • Description of the issue

  • Photos as evidence (mandatory in cases of damage or incorrect item)

⚠️ Returns not previously approved by our support team will not be accepted.

3. RETURN COSTS

  • If the return is due to a customer’s decision (e.g., change of mind, ordering the wrong product), the request will not be accepted.

  • If the return is due to Nusa Cosmetics LLC’s responsibility (wrong product sent, damage during shipping, manufacturing defect), we will cover the costs of return and replacement.

4. RETURN ADDRESS

The return address will be provided by email only after the request has been approved by our team.
Depending on the case, we may:

  • Request that the product be returned to a designated warehouse, or

  • Resolve the case directly with clear photographic evidence, without requiring physical return.

5. REFUNDS

  • Once the return is approved and the product inspected (or verified via photos), we will issue the refund using the same payment method used for the purchase.

  • Refund processing time: within 14 calendar days after approval.

  • Refunds will cover:

    • The full amount of the returned product

    • If the entire order is returned due to our error, original shipping costs (if any) will also be refunded.

6. PRODUCTS EXCLUDED FROM RETURNS

Returns will not be accepted for products that:

  • Have been opened, unsealed, or used

  • Are requested outside the legal timeframe

  • Are damaged due to misuse, negligence, or improper storage by the customer

7. LEGAL WARRANTY

All our products are covered by the legal warranty of conformity in accordance with U.S. consumer law.

In case of a manufacturing defect, the customer is entitled to request:

  • Replacement of the product, or

  • Refund of the purchase amount

This will be provided at no additional cost to the customer.

8. CUSTOMER SUPPORT

For any questions or issues related to returns and refunds, please contact us:

📧 info@nusacosmetics.com
🕘 Monday to Friday, from 10:00 AM to 6:00 PM (EST)