Refund policy
Returns
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. Shipping fee’s are only covered by TVL Cosmetics if an error has occurred on our end. Returns fees due to delivery delays, incorrect addresses, simple dislike for the product etc. are to be paid by the customer.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at tvlcosmetics@gmail.com. Please note that returns will need to be sent to the following address: [5625 Middlefield PL]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at tvlcosmetics@gmail.com.
Lost, Stolen, Damaged or Undelivered Packages
TVL Cosmetics is not responsible for packages that are lost, stolen, damaged or marked as undelivered after the order has been accepted and scanned by the carrier (USPS or otherwise). Once a package is in the possession of the carrier, liability for that shipment transfers to the carrier.
If your tracking information shows your package was delivered but you have not received it, we recommend:
- Checking with neighbors or other household members
- Checking around all entry points of your home
- Contacting your local USPS post office directly
- Filing a Missing Mail search at missingmail.usps.com
Orders confirmed as delivered by the carrier are not eligible for a refund or replacement from TVL Cosmetics. If your package is lost in transit (never delivered), please contact USPS to file a claim. TVL Cosmetics will assist where possible but cannot guarantee reimbursement for carrier-related losses.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Our final sale item is the Cherry “Bomb” and Seal. This item may not be returned or exchanged under any circumstances. We also do not accept returns for any item that has visible signs of wear. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at tvlcosmetics@gmail.com.