Refund and Return Policy - ETA Retail LTD

Last Updated: 27 August 2026

At ETA Cosmetics, operated by ETA Retail LTD, we want you to shop with confidence. If you are not completely satisfied with your purchase, our returns and refund process is designed to be clear and straightforward, subject to applicable consumer protection laws.

1. Returns

You may request a return in accordance with the applicable return period and legal requirements.

To start a return, please contact our Customer Care team through the Contact Us page and provide your order number and the details of the product you wish to return.

Products should generally be returned:

In their original condition
Unused and unopened where applicable
With original packaging and labels where possible
With all included accessories or components

Products that have been used, damaged, altered, or returned without their original packaging may be subject to applicable return restrictions, except where the product is faulty or consumer rights provide otherwise.

2. Beauty, Cosmetic & Hygiene Products

For health, hygiene, and safety reasons, certain cosmetic, skincare, haircare, grooming, and personal care products may not be eligible for return once opened or unsealed, where permitted by applicable law.

This may include products such as:

Cosmetics and make-up
Skincare products
Haircare products
Personal care products
Fragrances
Deodorants
Shaving and grooming products

If you are unsure whether a product can be returned, please contact Customer Care before sending it back.

3. Damaged or Incorrect Items

If you receive a product that is damaged, defective, incorrect, or materially different from what you ordered, please contact us as soon as possible.

We may request photographs or other information to help us assess the issue and determine the appropriate solution.

Depending on the circumstances and applicable law, we may offer a replacement, repair, refund, or another appropriate remedy.

4. Refunds

Once a returned item has been received and inspected, we will assess the return and notify you of the outcome.

Where a refund is approved, the refund will generally be issued using the original payment method.

The time required for the funds to appear in your account may depend on your payment provider or financial institution.

5. Delivery Charges

Where applicable, original delivery charges may be refundable in accordance with applicable consumer protection laws and the circumstances of the return.

Additional return shipping costs may apply where a return is made for reasons other than a faulty, damaged, incorrect, or legally protected return.

6. Exchanges

Where available, we may offer an exchange for an eligible product.

If an exchange cannot be provided, we may offer a refund or another appropriate solution in accordance with applicable law.

7. How to Request a Return

To request a return:

1. Contact our Customer Care team.
2. Provide your order number and the product details.
3. Explain the reason for the return.
4. Follow the return instructions provided by our team.
5. Send the product using the instructed return method.

Please do not send products to an address without first receiving return instructions from our Customer Care team.

8. Return Shipping

Customers may be responsible for return shipping costs where the return is made for personal preference, change of mind, or another reason for which the customer is responsible, subject to applicable law.

Where a product is faulty, damaged, incorrect, or otherwise covered by a legal remedy, ETA Cosmetics will handle the return in accordance with applicable requirements.

9. Refund Processing

Refunds will be processed as soon as reasonably practicable after the return has been approved.

The exact time for a refund to reach your account depends on the payment method and the relevant bank or payment provider.

10. Products Excluded From Returns

Certain products may be excluded from return where permitted by law, particularly products that:

Have been opened or unsealed for hygiene reasons
Cannot reasonably be resold after use
Have been personalised or specially prepared
Have been damaged after delivery due to improper use or handling

These exclusions do not affect any mandatory consumer rights relating to defective, faulty, or incorrectly supplied products.

11. Consumer Rights

Nothing in this Refund and Return Policy is intended to limit or remove any rights you may have under applicable consumer protection laws.

Where mandatory legal rights apply, those rights will take precedence over any conflicting provision of this policy.

12. Changes to This Policy

ETA Retail LTD may update this Refund and Return Policy from time to time to reflect changes in our services, business practices, or applicable legal requirements.

The latest version will always be published on this page with the relevant Last Updated date.