Refund policy

 

Return & Refund Policy

Kósmopellis MENA — Sollicare L.L.C-FZ
License No. 2529033.01
Tax Registration Number (TRN): 104970222600001
Registered Address: Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E.
Email: support@kosmopellis.ae

 

 

1. General Policy

At Kósmopellis MENA, operated by Sollicare L.L.C-FZ, we are committed to offering premium dermocosmetic products that meet the highest standards of quality and safety.

Our products are designed for personal use and are subject to strict hygiene and quality controls.

To ensure product integrity and consumer protection, returns and refunds are accepted only under specific conditions, as detailed below.

 

 

2. Eligibility for Returns

 

You may request a return if:

  • The product was received damaged, defective, or incorrect;

  • The item is unused, unopened, and in its original packaging;

  • The return request is made within 14 days of the delivery date.

To be eligible for a return, all items must be returned in their original condition with all seals, labels, and protective films intact.

 

 

3. Non-Returnable Items

For health, hygiene, and safety reasons, we cannot accept returns or exchanges for:

  • Products that have been opened, used, or partially used;

  • Items not purchased directly from our official website (www.kosmopellis.ae);

  • Products received more than 14 days ago;

  • Items marked as “Final Sale” or part of promotional campaigns.

 

 

4. Return Procedur

To initiate a return:

  1. Contact our Customer Care team at support@kosmopellis.ae with your order number, reason for return, and photos (if applicable).

  2. Once approved, we will provide return instructions and the return address.

  3. The product must be shipped back within 7 calendar days after return approval.

Please note: Return shipping costs are generally borne by the customer unless the item was faulty or incorrectly shipped.

 

 

5. Refunds

Once your return is received and inspected, we will notify you via email regarding the status of your refund.

If approved, your refund will be processed within 7 to 10 business days using the original payment method.


Refunds will only cover the cost of the product(s); shipping and handling fees are non-refundable unless the return is due to an error on our part.

 

 

6. Defective or Damaged Items

If you receive a defective or damaged product:

  • Notify us within 48 hours of receipt by emailing support@kosmopellis.ae;

  • Include clear photos of the product and packaging;

  • After verification, we will arrange for a replacement or full refund at no cost.

 

 

7. Order Cancellations

Orders can be cancelled before shipment only.

Once your order has been dispatched, it can no longer be cancelled but may be subject to the return process described above.

 

 

8. Products Purchased via Partners

If you purchased a Kósmopellis product from one of our authorized retailers, pharmacies, or distributors, please contact them directly for any return or refund requests, as policies may differ.

 

 

9. Legal Compliance

This policy complies with the UAE Federal Law No. 15 of 2020 on Consumer Protection and related implementing regulations applicable to Free Zone entities.

All disputes shall be governed by the laws of the United Arab Emirates, with jurisdiction in Dubai (Meydan Free Zone).

 

 

10. Contact Us

For any questions regarding this policy or assistance with your order, please contact:

📩 support@kosmopellis.ae

📍 Sollicare L.L.C-FZ — Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E.

 

 

Summary

  • Returns accepted within 14 days (unused, unopened).

  • No refunds for opened or used dermocosmetic products.

  • Refunds processed within 7–10 business days once approved.

  • Defective or damaged items replaced or refunded immediately.