Your satisfaction is our priority! If for any reason you're not completely happy with your purchase, we offer returns and exchanges under the conditions described below.

Return and Exchange Conditions

  • Returns or exchanges are possible within 14 days from the delivery date.
  • The product must be unused, undamaged, and in its original packaging, with a receipt or proof of purchase included.
  • Return shipping costs are covered by the customer unless the return is due to our mistake (e.g., incorrect or damaged product).

When Can You Request a Return or Exchange?

  • If you received the wrong product.
  • If the product was damaged during shipping (please send us photos immediately upon delivery).
  • If the product has defects that make it unusable.

How to Return or Exchange a Product

  1. Contact us via email or phone with your order number and reason for return.
  2. Carefully package the product and send it to:
    La-Fi Cosmetics, Petra Zrinskog 11, 43000 Bjelovar
  3. After we receive and inspect the item, we will contact you to arrange a refund or replacement.
  4. Refunds are processed within 7 business days via the same payment method used for the order.

Products Not Eligible for Return

  • Items that are opened, used, or damaged after delivery
  • Items returned after the 14-day window

Need More Help?

If you have any additional questions, please contact us here.

Frequently Asked Questions (FAQ)

1. How long does a refund take?
We process refunds within 7 business days after receiving and inspecting your return. The refund is issued using the original payment method.
2. Who pays for return shipping?
The customer covers the return shipping costs, unless the product was incorrect or damaged, in which case La-Fi Cosmetics will cover the cost.
3. Can I return a product I opened or tested?
Due to hygiene reasons, used or opened products cannot be returned.
4. What if my product arrived damaged?
Please contact us immediately and send photos of the damage. We will arrange a refund or send a replacement at no additional cost.
5. Can I exchange the product for something else?
Yes, exchanges are possible if return conditions are met. Return and re-shipping costs are paid by the customer.
6. How will I know you received my return?
We will send you a confirmation by email (and optionally SMS) once we receive the returned item, along with next steps.
 

Thank You for Choosing La-Fi Cosmetics

Your support means the world to this small family business and our mission to offer natural cosmetics made with fresh donkey milk.