Refund policy

Cônelle Cosmetics


At Cônelle Cosmetics, we are committed to delivering high-quality products. Due to the hygienic nature of cosmetics, please read our returns policy carefully before making a purchase.

1. Hygiene & Safety Policy

For hygiene and safety reasons, we cannot accept returns on any opened or used cosmetic products. This includes (but is not limited to):

  • Foundations
  • Concealers
  • Powders
  • Cream or liquid products
  • Lip products
  • Eye products
  • Skincare items

Products must be unused, unopened, and in their original sealed packaging to be eligible for return.

2. Damaged, Faulty or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery.

You must email:

Ellamcconnell@conelle.ie

Please include:

  • Your full name
  • Order number
  • Clear photos of the product and packaging
  • A description of the issue

Once reviewed, we will confirm whether you are eligible for a replacement or refund.

3. Change of Mind (Unopened Items Only)

If you wish to return an unopened and unused items

  • You must notify us within 14 days of receiving your order.
  • Items must be returned within 14 days of approval.
  • Products must be sealed, unused, and in original packaging.

Return postage costs are the responsibility of the customer unless the item is faulty.

We reserve the right to refuse returns that do not meet hygiene requirements.

4. How to Request a Return

To initiate a return, please email:

Ellamcconnell@conelle.ie

Subject line: Return Request – Order # (Your Order Number)

Do not send items back without contacting us first, as unauthorised returns may not be processed.

5. Refund Process

Once we receive and inspect the returned item:

  • Approved refunds will be processed to your original payment method.
  • Please allow 5–10 working days for the refund to appear, depending on your bank.

Shipping costs are non-refundable unless the item is faulty or incorrect.

6. Non-Returnable Items

We do not accept returns on:

  • Opened or used products
  • Sale items (unless faulty)
  • Items returned outside the stated timeframes

7. Consumer Rights

This policy does not affect your statutory rights under UK or Irish consumer law.