Refund and Returns Policy

Effective Date: June 25, 2025
Cloutopin LTD
Website: https://cloutopin.com

At Cloutopin, we want you to love every item you purchase. However, we understand that sometimes things don’t work out. That’s why we’ve developed a transparent and fair Refund and Returns Policy to ensure your satisfaction while maintaining product safety and hygiene standards.

By placing an order with Cloutopin, you agree to the terms of this policy. If you have questions, please contact us at info@cloutopin.com.

1. Eligibility for Returns

Due to the personal and hygienic nature of cosmetics, not all products are eligible for return. However, we accept returns under the following conditions:

Returnable Items:

  • Unopened and unused makeup or skincare products

  • Items in their original packaging with seals and protective films intact

  • Items received damaged or defective (see Section 4)

  • Incorrect items delivered

  • Gift sets or bundles if returned in full and unopened

Non-Returnable Items:

  • Opened, swatched, or used cosmetics

  • Items not in their original condition

  • Sale or clearance items marked as Final Sale

  • Items returned without prior authorization

  • Items returned beyond the return window

For hygiene reasons, opened makeup cannot be returned, even if only swatched.

2. Return Window

You may request a return or refund within 14 days of receiving your order.

  • Your return must be shipped back within 7 days of approval.

  • Items received after the return window will not be accepted.

3. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Email returns@cloutopin.com with the subject line: Return Request – [Your Order Number]

  2. Include the following in your email:

    • Full name

    • Order number

    • Reason for return

    • Photos (if the item is damaged or incorrect)

  3. Our team will review your request and respond within 2 business days with return instructions.

Please do not send any items back without authorization—unauthorized returns will not be processed or refunded.

4. Damaged, Defective, or Incorrect Items

If you received:

  • A product that arrived broken or leaking

  • An item that is expired

  • An incorrect item (wrong shade, product, etc.)

Please notify us within 48 hours of receiving your order with clear photos of:

  • The damaged or incorrect item

  • The outer shipping box with the label

  • The inside packaging (if applicable)

We will:

  • Offer a replacement (if in stock), or

  • Issue a full refund, or

  • Provide a store credit, depending on your preference

Return shipping costs for incorrect or damaged items are covered by us.

5. Refund Process

Once we receive your returned item(s) and inspect them, we will notify you of the approval or rejection of your refund.

If approved:

  • A refund will be processed to your original payment method

  • Please allow 5–10 business days for the amount to reflect, depending on your bank/provider

Important Notes:

  • Original shipping fees are non-refundable, unless the return is due to our error

  • We cannot refund to a different card or method

  • Refunds via BNPL providers (e.g., Klarna, Clearpay) may take longer and are subject to their terms

6. Exchanges

We do not currently offer product-for-product exchanges due to inventory turnover and hygiene policies. Instead, we recommend:

  • Returning your item for a refund

  • Placing a new order for the desired product

7. Return Shipping Responsibility

Unless the item is incorrect or damaged:

  • You are responsible for return shipping costs

  • We recommend using a tracked and insured postal method

  • We are not responsible for lost return parcels

All returns must be sent to the address provided by our team in your return authorization email.

8. Store Credit

If you prefer, we can issue your refund as a Cloutopin store credit, which:

  • Never expires

  • Can be used on any item

  • Will be sent to your email as a unique discount code

9. Cancellations & Order Changes

You may cancel or modify your order within 1 hour of placing it. After this window, we cannot guarantee changes or cancellations as orders are processed swiftly.

To cancel, email orders@cloutopin.com with the subject Cancel Order – [Your Order Number].

If your order has already shipped, you’ll need to follow the returns process after receiving it.

10. Refused or Unclaimed Deliveries

If you refuse a delivery or fail to collect your parcel from the carrier:

  • The item will be returned to us

  • You will be refunded minus the original shipping fee and any return postage costs

  • For international orders, this may include customs handling or restocking fees

11. Return Abuse or Fraudulent Activity

To maintain fairness and protect our business, we reserve the right to:

  • Limit or decline returns for customers with excessive return history

  • Refuse returns that violate our policy

  • Suspend accounts associated with abuse or suspected fraud

12. International Returns

For customers outside the UK:

  • The same 14-day return window applies

  • Return shipping costs are the customer’s responsibility

  • Mark your return parcel clearly as “RETURNED GOODS” to avoid customs charges

We are not responsible for import duties on returned goods. Any fees deducted from your refund will be communicated in advance.

13. Need Help?

Our friendly support team is here to assist with any return, refund, or product concern.

📧 Email: returns@cloutopin.com
📞 Phone: 077 1234 5698
📍 Address: 42 Elmhurst Avenue, London, United Kingdom
🌐 Website: https://cloutopin.com

Thank you for shopping at Cloutopin. Your satisfaction is our priority, and we’re here to ensure your shopping experience is as beautiful as our products.