Refund Policy
Returns, shade exchanges, damaged or wrong items, and how refunds are paid.
On this page
01Overview
This policy explains returns, shade exchanges, what to do if something arrives damaged or wrong, and how refunds are paid. It applies to orders placed on this website. Wholesale orders follow the terms in their quote.
02Check Your Order
Please check your order on the day it arrives: the item and shade, that seals and boxes are intact, and that nothing has leaked. Keep the outer box until you have checked everything.
03Why Opened Beauty Products Can’t Come Back
For hygiene and safety, we can only take back skincare, makeup, fragrance and body care that is unopened, unused and still sealed. Once a seal is broken, a cap has been opened or a product has touched skin, we cannot resell it. This does not apply to faulty or damaged products, which are always covered.
04Damaged, Faulty or Wrong Items
Tell us within 48 hours of delivery if an item arrives damaged or leaking, has a fault (for example a pump that does not work, a cracked compact or palette, or a mirror light that does not switch on), or is not what you ordered. Email rumi.beauty@outlook.com with your order reference and photos of the item and packaging.
We replace it or refund it, and we cover the cost of collection and of sending the replacement.
05If a Product Doesn’t Agree With Your Skin
Stop using it straight away. Contact us at rumi.beauty@outlook.com within 7 days of delivery with your order reference and a photo of the product. We will look at it case by case and may offer a replacement with something else or store credit. Please patch test new products first, as described in our Terms & Conditions.
06Shade Exchanges
Ordered the wrong foundation or lipstick shade? If it is unopened and still sealed, tell us within 7 days of delivery and we will exchange it for another shade, if we have it in stock. You pay the postage to send it back; we pay to send the new shade.
07Change of Mind
You can return an item within 7 days of delivery if it is unopened and unused, in its original packaging with any seal intact. Fashion accessories must be unworn with their packaging. Contact us first. You pay for the return postage, and we refund the item price once the return arrives and has been checked.
08Items We Cannot Take Back
- Opened, used or unsealed skincare, makeup, fragrance and body care, unless faulty.
- Makeup brushes, sponges and the brush cleaning mat once used.
- Earrings once taken out of their packaging, and hair clips and headbands that have been worn.
- Jewellery damaged by water, perfume or chemicals, and bags damaged by misuse.
- Items bought on a wholesale quote, unless the quote says otherwise.
Faulty items are always covered, as described above.
09How Refunds Are Paid
Approved refunds are paid to the original payment method, normally within 14 working days of approval. How quickly the money shows depends on your bank or card issuer. Delivery charges are refunded when the return is because of our mistake or a fault.
10How to Ask
Email rumi.beauty@outlook.com or call +6017-210 4607 with your order reference, the item and shade, what happened and photos where relevant. We reply within 2 working days.