Returns, Refunds & Replacements Policy
Last updated: January 23, 2026
At EQUIL, we stand behind the quality of our products and want you to feel confident in every purchase. Because our products are made and fulfilled on demand through trusted partners, returns work a little differently than traditional retail. Please review the policy below carefully.
1. Eligibility for Refunds & Replacements
We offer a replacement or refund, at our discretion, in the following cases:
- Your item arrives damaged
- Your item is defective
- You received the wrong item
- Your package is confirmed lost in transit
Claim window:
Please contact us within 30 days of delivery, or within 30 days of the estimated delivery date for lost packages.
How to submit a claim:
Email support@equilcosmetics.com with:
- Your order number
- A short description of the issue
- Clear photos (and/or video, if applicable) showing the problem
If your claim is approved:
- A replacement will be shipped within 3 business days, or
- A refund will be issued to your original payment method within a few business days
2. Items Not Eligible for Refunds or Returns
Due to the nature of our products and fulfillment process, we do not accept returns or refunds in the following situations:
- Buyer’s remorse (change of mind or dissatisfaction without defect)
- Opened or used personal care products (for hygiene and safety reasons)
- Incorrect or incomplete shipping address provided by the customer
- Unclaimed or refused deliveries
- Customs rejection or unpaid import duties (if applicable)
- Orders already produced or prepared for shipment
- Product discontinuation or long-term out-of-stock situations
- Delivery delays once shipped (unless the package is confirmed lost)
Important: If a shipment is returned due to an incorrect or incomplete address, reshipment costs are the responsibility of the customer.
3. Exchanges
We do not offer direct exchanges.
If a replacement is approved due to damage, defect, or fulfillment error, a new item will be shipped at no additional cost.
All other exchange requests are handled at our discretion and may require placing a new order.
4. Refund Processing
Once approved:
- Refunds are issued to the original payment method
- Processing times vary by bank or card issuer
- Please allow several business days for the refund to appear
If you believe a refund is delayed:
- Check with your payment provider
- Contact your bank
- Then reach out to us if needed
5. How to Contact Us
Email: support@equilcosmetics.com
We respond within 1–2 business days.
6. Policy Updates & State Law Note
We may update this policy from time to time. In some states, additional consumer rights may apply. Nothing in this policy limits any rights you may have under applicable law.