Returns and refunds policy

Last updated: 14 July 2026

Statutory withdrawal right

The customer has 14 days from receiving the order to notify LIPS of their decision to withdraw.

The request must be sent to:

lipsoezoez@gmail.com

The withdrawal right applies only to products that have not been used or opened and remain sealed in their original packaging.

For hygiene and health protection reasons, cosmetic products that have been opened or unsealed after delivery cannot be returned under the withdrawal right.

After receiving the request, return instructions and the return address will be provided by email.

Return costs relating to a change of mind are paid by the customer.

Refund requests after 14 days

From the fifteenth day after receiving the order, the customer may submit a commercial refund request to:

lipsoezoez@gmail.com

The request must include:

– the customer's first and last name;
– the order number;
– the email address used for the order;
– the date the parcel was received;
– a detailed explanation of the reason for the request;
– a description of how the product was used;
– photographs of the product, its packaging and the amount remaining;
– any other information useful for reviewing the request.

LIPS reviews each request individually and may carry out checks with the customer, carrier or logistics provider.

A request submitted after 14 days does not automatically entitle the customer to a refund. LIPS may accept or refuse the request based on the information provided, the circumstances identified and compliance with the usage conditions.

When a commercial refund is approved, it is made to the payment method used for the order.

An opened cosmetic product must not be physically returned without LIPS' prior written instructions.

Defective, damaged or incorrect product

If the product received is damaged, incorrect or defective, the customer must contact LIPS as soon as possible at:

lipsoezoez@gmail.com

They must provide their name, order number, a precise description of the issue and photographs of the product and packaging.

After review, LIPS will offer a solution in accordance with the customer's statutory rights.

Parcel not received

If a parcel is not received, the customer must provide:

– their first and last name;
– their order number;
– their delivery address;
– their tracking number;
– any useful delivery information.

An investigation will be opened with the carrier or logistics provider.

If loss or non-delivery is confirmed, LIPS will offer a replacement shipment or a refund.

Statutory guarantees

This policy does not limit the customer's statutory withdrawal right, statutory conformity guarantee or guarantee relating to hidden defects.