Last updated: August 2026
At Zensual Cosmetics, we want you to feel confident when shopping with us. If you have an issue with your order or need to request a return, please review the policy below.
This policy is subject to any mandatory consumer rights and protections that apply to you under applicable law.
You may request a return within [14/30] days of receiving your order, provided that the product meets the applicable return conditions below.
To request a return, please contact us at info@stellaslimcenter.it with:
We will review your request and provide return instructions where the return is eligible.
Because Zensual Cosmetics products are intended for personal skincare and cosmetic use, certain products may not be eligible for return once they have been opened, used or unsealed, where permitted by applicable law.
For hygiene and product-safety reasons, returned cosmetic products should generally be:
This restriction does not affect any mandatory consumer rights that apply to defective, damaged, incorrect or otherwise non-conforming products.
Unless otherwise required by applicable law, we may not accept returns for products that:
Certain promotional, personalised or specially prepared products may also be subject to additional return restrictions where applicable.
If your order arrives damaged, please contact us as soon as possible after delivery.
Please provide:
Do not dispose of the product or packaging until we have reviewed your claim, unless instructed otherwise.
After reviewing the information, we may offer an appropriate solution, which may include a replacement, refund or other remedy, subject to applicable law.
If you receive a product that is different from what you ordered, or if an item is missing from your order, please contact us as soon as possible.
Please provide your order number and photographs of the products received where appropriate.
We will investigate the issue and, where the error is confirmed, arrange an appropriate solution.
If you believe a product is defective, damaged or does not conform to the applicable product description or requirements, please contact us.
We may ask you to provide photographs, batch information, product details or other information necessary to investigate the issue.
Where a defect or non-conformity is confirmed, we will provide an appropriate remedy in accordance with applicable law.
If you simply change your mind about a purchase, eligibility for a return depends on the applicable law, the destination country and whether the product has been opened or used.
For unopened and unused products that are eligible for return, the customer may be responsible for return shipping costs unless otherwise stated or required by applicable law.
If a return is approved, we will provide instructions for returning the product.
Unless the return is due to an error on our part, a defective product, damage during delivery or another circumstance where we are legally responsible, return shipping costs may be the responsibility of the customer.
We recommend using a trackable shipping service when returning a product, as we cannot be responsible for a return that is lost before it reaches us.
Products should be securely packaged to prevent damage during transportation.
Products returned in a condition that does not meet the applicable return requirements may be rejected or may qualify only for a partial refund where permitted by applicable law.
Once we receive a returned product, we will inspect it to confirm that it meets the applicable return conditions.
Return approval is subject to the condition of the product and any mandatory consumer rights that apply.
We will notify you once the return has been reviewed.
If your return is approved, the refund will normally be issued to the original payment method used for the purchase.
Refund processing times may vary depending on your payment provider or financial institution.
We will initiate the refund within [X business days] after the return has been approved, unless a different timeframe is required by applicable law.
Please note that it may take additional time for the refund to appear in your account.
Original shipping charges may or may not be refundable depending on the reason for the return and the applicable consumer laws.
Where a product is returned because it is defective, damaged, incorrect or otherwise requires a remedy from us, we will handle applicable shipping costs in accordance with applicable law.
For eligible change-of-mind returns, original shipping costs may be non-refundable unless otherwise required by law.
Where available, we may offer an exchange for an eligible product.
Exchange availability depends on product stock and the reason for the exchange.
If an exchange is not available, we may offer another appropriate resolution, such as a refund, where applicable.
If an order is returned to us because it could not be delivered due to an incorrect or incomplete address, failure to collect the parcel, or another reason attributable to the customer, please contact us.
Depending on the circumstances, additional shipping charges may apply if the order needs to be sent again, where permitted by applicable law.
If an order is successfully cancelled before dispatch and payment has already been received, we will arrange a refund to the original payment method.
Once an order has been dispatched, the cancellation request may instead need to be handled under this Returns & Refunds Policy.
To request a return, refund or resolution for an order issue, contact:
Zensual Cosmetics
Email: info@stellaslimcenter.it
Please include:
Order Number: [Your order number]
Product: [Product name]
Reason: [Reason for return/refund]
Photos: [Attach photographs where applicable]
Our customer support team will review your request and provide the next steps.
Nothing in this Returns & Refunds Policy is intended to remove, restrict or replace any mandatory consumer rights that apply to you under the laws of your country or region.
Where applicable law provides you with rights that are more favourable than those described in this policy, those legal rights will continue to apply.
We may update this Returns & Refunds Policy from time to time to reflect changes to our business, products, procedures or applicable legal requirements.
When we make changes, we will update the "Last updated" date at the top of this page.
Zensual Cosmetics
Italian Beauty Concept
Where Beauty Meets Longevity