Return & Replace

We will issue a product replacement only in case of a wrong product sent or a completely damaged product. Missing items, wrong orders, or excess charges must be reported within 24 hours of delivery.

Note: Any single product in the kit/combo cannot be cancelled or returned.

Only products bought from the https://mattlookcosmetics.com/ website can be replace to us.

The replace form available in the ‘My Account’ section must be filled out to process your return. Alternatively, you can email us at info@mattlookcosmetics.com.

Please allow one to two weeks for your replace to be processed; it will need to be vetted by our customer service team. You will receive a call or an email once your replace is processed.

TERMS AND CONDITIONS

  • All returned items must be accompanied by a copy of the original invoice.

  • Each item can only be replaced once.

  • Shipping costs and COD convenience fees will not be refunded.

  • All gifts or promotional items received with your purchase must be returned with your order.

  • We will not replace opened or used products. In the case of an extreme scenario, please email or call our customer service team.

  • If the return complies with our replacement policy, you will be eligible to replace the product for a product of the same or lesser value. We will not refund the difference. In the case that the items exceed the original value, you will be required to pay the difference.

Please note: Although we have tried to accurately show the actual color of the products, there may be a slight variation based on the operating system you are using.

Which are the items that cannot be returned/replaced?

  • Product is damaged due to misuse/overuse.

  • Replace without original packaging, including price tags, labels, original packing, freebies, and other accessories, or if the original packaging is damaged.

  • The serial number is tampered with.

  • Defective products that are not covered under the Seller/Manufacturer’s warranty.

  • Product is used or altered.

  • If the request is initiated after 7 business days of order delivery.

  • Free product provided by the brand.

  • Single product from combo or kits.

For any missing or incorrect products, you will be required to provide an unboxing video with a 360-degree view of the product. Please note that we will not be able to process your claim without this proof.