Refund policy
Overview
We want you to love your order. If something isn’t right, eligible items can be returned for a refund within 10 days of delivery. Please start your return by emailing hello@cosmoskin.ca with your order number and reason for return (include photos for damaged/incorrect items).
Condition: Items must be unused, unopened, in their original packaging, with all seals, tags, and components intact. A receipt or order confirmation is required.
What’s returnable (and timing)
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Skincare & personal care (including ZO Skin Health): Unopened/sealed only, within 10 days of delivery.
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Beauty tools, devices & accessories: Unused and in resellable condition within 15 days of delivery.
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Wrong item received: Contact us within 7 days of delivery so we can make it right.
For hygiene and safety reasons, any opened or used skincare/personal care product is final sale.
Not returnable
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Opened/used skincare or personal care items
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Sale/clearance items marked final sale
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Gift cards
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Partial kits/sets (must be returned complete)
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Hazardous materials, flammable liquids, or gases (as applicable)
Damaged, defective, or incorrect items
If your order arrives damaged, defective, or incorrect, email hello@cosmoskin.ca within 7 days of delivery with your order number and clear photos of the issue + packaging. We’ll repair, replace, or refund as appropriate (including return shipping where applicable).
Exchanges
Need a different item? The quickest route is to return the original (if eligible) and place a new order.
How returns work
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Request: Email hello@cosmoskin.ca with your order number and reason (photos if damaged/incorrect).
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Approval: If approved, we’ll send a return authorization and instructions (and a prepaid label when applicable).
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Ship back: Pack items securely in original packaging. Unauthorized returns or items sent back without approval may be refused. We also accept in-store drop-off if the request sent to hello@cosmoskin.ca has been approved.
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Inspection & refund: Once received, we’ll inspect within 3–5 business days and process eligible refunds to your original payment method within 5–10 business days.
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Shipping fees are non-refundable unless the return is due to our error.
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If a prepaid label is provided for reasons other than our error, we may deduct return shipping from the refund.
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If 15 business days have passed since your refund approval and you haven’t seen it, please contact us at hello@cosmoskin.ca
In-store returns (Montreal)
You may return eligible online purchases in person at our clinic:
Cosmo Skin
7370 Boulevard Maurice-Duplessis, Montreal, QC
Please bring your order confirmation. In-store team cannot issue instant refunds; refunds are processed back to the original payment method after inspection (timelines above apply).
Gifts
If you received a gift that was purchased from our online store, we can issue a gift credit to the original purchaser or, where possible, to you once the return is approved. Please include the order number or the purchaser’s name/email to help us locate the order.
Note: This policy applies to products purchased from the Cosmo Skin online store. Services and treatments are governed by our in-clinic policies.