Return & Replace

Product Exchange Policy

We offer product exchange only in the following cases:

• If you receive a wrong product, or
• If the product is completely damaged upon delivery.

Any missing items, incorrect orders, or excess charges must be reported within 24 hours of delivery.

Note: Any single product in a kit/combo cannot be exchanged individually.

We only process exchanges for products purchased directly from our official website: https://mattlookcosmetics.com

To initiate an exchange, please fill out the exchange form available in the ‘My Account’ section or email us at info@mattlookcosmetics.com.

Please allow 1–2 weeks for your exchange request to be processed. Our customer service team will vet your request and reach out via call or email once it is processed.

Terms and Conditions for Exchange

• All exchanged items must be accompanied by a copy of the original invoice.
• Each item can only be exchanged once.
• Shipping costs and COD convenience fees are non-refundable.
• All gifts or promotional items received with your order must be returned along with the product.
• We do not exchange opened or used products. In exceptional cases, please contact our customer service team.
• If your exchange request is approved, you may select a product of the same or lesser value. We will not refund the difference. If the selected item exceeds the original amount, you will be required to pay the difference.

Color Disclaimer: While we strive to show the product’s actual color accurately, slight variations may occur depending on your screen or device settings.

Products Not Eligible for Exchange

• Products damaged due to misuse or overuse
• Products without original packaging (tags, labels, boxes, freebies, or accessories), or if the packaging is damaged
• Products with tampered serial numbers
• Defective items not covered under the manufacturer’s warranty
• Products that are used or altered
• Exchange requests made after 7 business days from delivery
• Free products provided with purchase
• Single products from kits or combos

Important: Missing or Incorrect Products

In case of missing or incorrect items, you must provide an unboxing video clearly showing a 360-degree view of the package and product. We will be unable to process your exchange without this proof.