Refund and Return Policy

Effective Date: August 31, 2026

At Shello Cosmetics, customer satisfaction and product quality are important to us. This Refund and Return Policy applies to products purchased through the official Shello Cosmetics website.

1. Returns and Exchanges

Due to hygiene, health, and safety reasons, cosmetic and personal-care products cannot be returned or exchanged once they have been opened, used, tested, or had their original seal or packaging removed.

An unopened product may be considered for return or exchange if:

  • The return request is submitted within seven (7) calendar days of delivery;
  • The product remains unused, unopened, and in its original condition;
  • All seals, labels, packaging, complimentary items, and accessories remain intact; and
  • The original invoice, order confirmation, or other proof of purchase is provided.

All returns are subject to inspection and approval by Shello Cosmetics.

2. Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, expired, leaking, or different from the product ordered, please notify us within forty-eight (48) hours of delivery.

Your request should include:

  • Your name and contact number;
  • Your order number;
  • A description of the issue;
  • Clear photographs or a video showing the product, packaging, and delivery label; and
  • A copy of your invoice or proof of purchase.

After reviewing the request, Shello Cosmetics may offer a replacement, exchange, store credit, or refund, depending on the circumstances and product availability.

Please do not dispose of or use the affected product until our customer service team has reviewed your request.

3. Change-of-Mind Returns

Returns based solely on a change of mind may be accepted only for unopened and unused products in their original saleable condition.

The customer will be responsible for all delivery and return courier charges relating to a change-of-mind return. Original delivery charges will not be refunded.

Shello Cosmetics reserves the right to reject a return if the product packaging, seal, label, or condition has been damaged or altered.

4. Products That Cannot Be Returned

Returns or exchanges will not be accepted for:

  • Opened, used, tested, or partially consumed products;
  • Products with broken or removed seals;
  • Products damaged due to misuse, improper storage, negligence, or failure to follow usage instructions;
  • Products purchased from third-party retailers or unauthorized sellers;
  • Clearance, final-sale, or specially discounted products, unless defective or incorrectly supplied;
  • Free gifts, samples, promotional items, or complimentary products;
  • Products returned without proof of purchase; or
  • Products returned after the applicable return period.

5. Allergic Reactions and Product Suitability

Customers are advised to review the ingredient list and usage instructions before purchasing or using a product. Where appropriate, a patch test should be carried out before regular use.

Individual skin types and sensitivities vary. Shello Cosmetics cannot generally offer a refund solely because a product is unsuitable for a customer’s personal preference, skin type, fragrance preference, or individual sensitivity, unless the product is defective or otherwise required by applicable law.

If irritation or an adverse reaction occurs, discontinue use immediately and seek appropriate medical advice where necessary.

6. Order Cancellations

An order may be cancelled before it has been processed or dispatched. Once an order has been dispatched, it cannot be cancelled and will be handled under the applicable return conditions stated in this policy.

To request a cancellation, contact us immediately with your order number. Submitting a cancellation request does not guarantee cancellation if order processing has already begun.

7. Refund Process

Once a returned product is received and inspected, we will notify you whether the refund has been approved or rejected.

Approved refunds will be issued through the original payment method wherever reasonably possible. Processing may take seven (7) to fourteen (14) business days after approval, depending on the bank or payment service provider.

Delivery charges, transaction charges, and return courier charges are non-refundable unless the return resulted from an error by Shello Cosmetics or the product supplied was damaged, defective, or incorrect.

Shello Cosmetics is not responsible for delays caused by banks, card issuers, or payment service providers.

8. Return Delivery

A product must not be returned without first contacting Shello Cosmetics and receiving return instructions.

Customers should use a traceable courier service and retain the courier receipt. Shello Cosmetics will not be responsible for products lost or damaged while being returned by the customer.

Where Shello Cosmetics confirms that an incorrect, damaged, or defective product was supplied, reasonable return delivery costs may be covered or reimbursed by Shello Cosmetics.

9. Purchases from Other Sellers

This policy applies only to purchases made through the official Shello Cosmetics website.

Products purchased from supermarkets, pharmacies, retailers, online marketplaces, distributors, or other third parties must be returned to the original place of purchase and will be subject to that seller’s return and refund policy.

10. Legal Rights

Nothing in this policy limits or excludes any rights or remedies available to customers under the applicable laws of Sri Lanka, including the Consumer Affairs Authority Act, No. 9 of 2003.

11. Contact Us

To request a return, exchange, cancellation, or refund, please contact:

Shello Cosmetics
Email: shellocosmetics@gmail.com
Telephone/WhatsApp: 0741169600
Return Address: 41/1, Hill Street, Kiribathgoda, Sri Lanka
Customer Service Hours: Monday – Friday, 08:30 AM – 05:30 PM; Saturday, 08:30 AM – 05:30 PM

Please include your order number and proof of purchase when contacting us.

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