Refund policy
At UMA Cosmetics, we want you to shop with confidence. This policy explains our voluntary change-of-mind returns and how we help when an item is faulty, damaged, incorrect or otherwise does not meet applicable consumer guarantees.
1. 14-Day Change-of-Mind Returns
We accept change-of-mind return requests made within 14 calendar days of delivery, provided the product is:
- Unopened and unused.
- With unopened security seal.
- In its original sealed packaging.
- Complete with all original components.
- In a condition suitable for resale.
For hygiene and safety reasons, opened, unsealed or used cosmetics, including our Peptide Lash & Brow Serum, cannot be returned for a change of mind.
This restriction does not affect your statutory consumer rights if a product is faulty, unsafe, not as described or otherwise fails to meet applicable consumer guarantees.
Security Seal - Change-of-Mind Returns
To qualify for a return under our 14-day change-of-mind policy, your product must be unopened, unused and in its original packaging, with the original UMA security seal and its unique serial number intact. We cannot accept change-of-mind returns if this seal has been removed, broken or tampered with.
2. How to Request a Return
Please contact us within 14 calendar days of receiving your order.
Email: hello@umacosmetics.com or use our Contact Us page, providing your order number, the product you wish to return and the reason for your request.
Once your return is approved, we will provide the return address and instructions. Please return the product promptly and package it securely. We recommend using a tracked shipping service.
Please do not send items back without contacting us first.
3. Return Shipping Costs
For approved change-of-mind returns, customers are responsible for return shipping costs.
Original delivery charges are generally non-refundable for change-of-mind returns, except where required by applicable law.
For faulty, damaged or incorrect products, UMA Cosmetics will cover reasonable return costs where required under applicable consumer law.
4. Damaged, Faulty or Incorrect Products
Please inspect your order upon delivery.
If your product arrives damaged, is defective or is not what you ordered, contact us as soon as reasonably possible with your order number, a description of the issue and photographs where available.
We will review your enquiry and provide an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances and your legal rights, this may include a replacement, repair or refund.
Our 14-day change-of-mind conditions do not apply to claims made under statutory consumer guarantees.
5. Exchanges
We cannot guarantee direct exchanges for change-of-mind purchases.
Please contact us to discuss available options. Any exchanges or replacements required under applicable consumer law will be handled in accordance with those rights.
6. Refunds
Once an approved change-of-mind return has been received and inspected, we will notify you of the outcome.
If approved, your refund will be processed to your original payment method unless otherwise agreed or required by law.
Please allow additional time for your bank or payment provider to process the transaction.
Refunds for products that do not meet applicable consumer guarantees will be handled according to your statutory rights, without imposing our voluntary change-of-mind conditions.
7. Your Consumer Rights
Nothing in this policy excludes, restricts or modifies any consumer rights or remedies that cannot lawfully be excluded.
This includes rights under the New Zealand Consumer Guarantees Act 1993 and, where applicable, the Australian Consumer Law.
If a product fails to meet a consumer guarantee, you may be entitled to a remedy regardless of whether it has been opened or used or whether 14 days have passed.
8. Contact Us
For return requests, refunds, damaged products or general enquiries, please contact:
UMA Cosmetics
Email: hello@umacosmetics.com
Website: www.umacosmetics.com
We’re always happy to help.
Beauty is personal. So are we.