For a more detailed overview of our policies, please visit our HELP CENTER.
Please be sure of your purchase before placing an order. Once orders are submitted, they are processed immediately and we are unable to make any changes to it, or cancel it. This is due to the demand to ship out orders immediately, which exceeds requests to change or cancel orders. The exception is for International orders, which can sometimes take up to 5 business days (or more) to process. If 5 business days has passed on your International order, we can no longer accept a cancellation request on your order.
Returns & Refunds
We are the one of the few independent brands that allows returns on used or opened items and as such, we have a very strict return policy that we do not deviate from. For items purchased at ADEPTCOSMETICS.COM product may be gently used and returned for a 100% money-back guarantee within 10 days of your confirmed delivery date. We do not accept returns on the eyeshadows, eyeshadow bundles or any item marked as Final Sale. All returns need to include all original components, including branded box, etc. If any items are missing, the return refund will be rejected and the item(s) will not be sent back to you.
Credit will be issued to the original form of payment for the amount of the item plus sales tax (if applicable). Shipping and handling charges are not included in refunds and customers are responsible for return shipping charges. The credit will appear on your bank statement within 1-2 billing cycles. Any item received by our Returns Department after 10 days of your confirmed delivery date will not be refunded and will not be returned back to you. For example, if your order shows a confirmed delivery date of January 4th, your return must be received by January 15th at the latest, (excluding holidays or Sundays).
We do not charge anything labeled a "restocking fee". We will however, not reimburse for the shipping charges incurred (see below). When the assigned carrier has confirmed a delivery of your package, we are not responsible for lost or stolen items and cannot issue a refund or replacement. Items that were ordered and tagged "Refused" or "Return To Sender" by the shipping agent are not refundable.
If you took advantage of a "Free Shipping" promotion of any kind, your refund will reflect the cost of the product(s) less the “Free Shipping” charges to send the original order to you. That means, if your order totaled $75.00, (the amount of which, qualified for "free standard shipping") you will be refunded the items, minus the cost of shipping.
Order Total : $75.00
Shipping Deduction: $4.95
Refund Amount : $70.05
Order Total: $31.98
Shipping Deduction: $4.95
Refund Amount: $27.03
Order Total: $17.99
Shipping Deduction: $4.95
Refund Amount: $13.04
Your refund will be issued in the original form of payment as we do not offer store or online credits at this time.
International Customers: Customers who are outside of the United States have 65 days from the date of purchase to return an item. Because duties and taxes are collected by the governing country (and not Adept Cosmetics) we cannot provide a refund for these expenses.
How To Return An Item
- Package the items for return in any box (returns in padded envelopes will only be excepted if your item was sent in a padded envelope) and enclose your name and order number (the order number is a four to six digit number which was emailed to you after you placed your order on our website) on any slip of paper.
- All returns need to include all original components, including branded box, etc. If any items are missing the return refund is subject to a rejection of refund and we will not send back your return.
- Send your return to : Returns at Adept Cosmetics: Suite 102, Building F, 21699 E Quincy Ave. Aurora, CO 80015.
Because you are responsible for the shipping costs and the safe return of merchandise, we suggest using FedEx, UPS or insured Parcel Post from the US Postal Services.
Adept Cosmetics is not responsible for returned articles that were lost during transit, damaged items, or for items received after the stated return policy. Once we receive your return, please allow up to 3 business days for a refund notification to be sent to your email inbox.
Your return value for individual items may vary based on the discount code applied to your entire order.
As stated, this return policy does not apply to "Final Sale" items. It does not apply to products purchased from third party websites. As of July 23, 2017, items shipped to a mail forwarding service are not eligible for replacements or refunds.
You do not need to return free gifts that were received with your purchase.
We can not control delivery. Once your order is marked "Delivered" our responsibility for shipping ends. We do not refund for lost or stolen packages.
Refunds and Replacements for Items Received Damaged
When we prepare your items for shipment, we do everything we can to try to avoid damages. For example, most of our products are encased in impact resistant foam. Unfortunately, mistakes happen and UPS drivers, mailmen, etc. can be rough with packages on occasion. The policy below does not apply to The Adept Palette® or the 63 Pan Empty Palette. This includes any bundles that includes those items. If you believe you received a damaged Adept Palette® or 63 Pan Empty Palette, you may send it in for a return or an exchange.
Please be aware that we use real metal stickers and we are one of the few companies that includes as many as 30 to 50 of them. If the magnet arrives slightly dented in the area where the magnets were, we consider this normal and damage claims for this will not be accepted.
Damage claims received after the 48 hour period will be ignored. Claims for damaged shipping boxes or damaged boxes where the actual product arrived undamaged will be ignored or denied.
Domestic Customers: If you received a damaged item, you must notify us within 48 hours of delivery. We will refund any item with a cracked mirror (including Final Sale items) and we will replace all other items (Final Sale items that do not have a cracked mirror are excluded from this policy and will not be eligible for refunds, returns or exchanges.) If the replacement item is out of stock, we will issue a refund.
International Customers: If you received a damaged item from us, you must notify us within 1 week of your delivery. We will refund you for the damaged item.
Your refund will be issued in the original form of payment and will reflect the cost of the product less any discount code used as well as any shipping charges to send the order to you. You do not need to send the damaged item back to us.
In order to take advantage of this you must email customer service -email@example.com with all of the following within 48 hours:
- Order Number.
- Photo of the item(s) purchased showing their condition. Please do not send a close up photo - photo must be clear and show the entire product
- Photo of the outside of your shipping box.
- Photo of the inside of your shipping box with packing materials.
- Photo of your packing slip if one was provided.
Once we receive your email, you should be notified within 48 hours of your refund or of your new order number for replacement items.
Unfortunately, this policy does not apply to any products that were sent to a mail forwarding company.
If your product arrived damaged and 48 hours have passed, unfortunately, we cannot issue a refund or replacement.
If you have questions or want more information on our policies, please visit our HELP CENTER first before emailing Customer Service as you will find a lot of your questions answered there.