Return & Replace

We will issue a product replacement only in case of wrong product sent or completely damaged product for any wrong product sent we will accept return only if the product is returned in an unused, sellable, and undamaged condition, in its original packaging. The product must be returned within 7 days of the delivery date. Missing items, wrong order, 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 returned to us. We will not accept returns of products bought from third party websites or physical stores.

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

Please allow one-two weeks for your return to be processed, it will need to be vetted by our customer service team. You will receive a call or an email once your return 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 fee 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 return and 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.
  • Our refunds can take up to 7 to 10 working days basis your bank/payment method working.

Which are the items that cannot be returned/replaced?

Returns will not be accepted under the following conditions:

  • Product is damaged due to misuse/overuse
  • Returned without original packaging including, price tags, labels, original packing, freebies, and other accessories or if original packaging is damaged
  • The serial Number is tampered with.
  • Defective products that are not covered under 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

Refunds for return of orders

Refunds are processed in a maximum of 15 days from the date on which the order return is approved by our team. In case of prepaid orders through Credit Card, Debit Card or Net Banking, the amount will be transferred back to the account from which it was paid. In the case of Cash-on-Delivery order, a refund cheque will be deposited in your bank account in favor of the “Billing Name” used while placing the order or an NEFT transfer will be attempted or a UPI Transfer will be attempted. Please note that Cash-on-Delivery charges and Shipping Charges (if applicable) are not refundable.

Please note: Mode of refund may vary depending on circumstances. If the mode of refund is by e-wallet, credit should be available within 24 hours.