CoolleMi Return & Refund Policy For Retail & Wholesale 

1 General Provisions

By placing an order on coollemilashes.com, you acknowledge that you have read, understood, and accepted all terms and conditions stated in this policy. This policy unifies the universal after-sales rules and distinguishes the exclusive provisions for C-end individual retail orders and B-end bulk procurement/sample orders.

Customer Service Contact Email: coollemilashes@outlook.com

2 Universal Terms (Applicable to Both Retail & Wholesale)

2.1 Basic Time Limits for After-sales Services

1. The return policy is valid for 30 days from the date of delivery; no refunds, reshipments or exchanges will be processed for requests submitted beyond this period.

2. After the returned items are received and inspected, approved refunds will be processed and credited back to the original payment method within 5–10 business days.

3. Return applications will be reviewed and processed within 3 business days, with possible delays during peak sales seasons.

2.2 Standard Return & Reshipment Process

1. Prior to returning any items, contact the customer service team via the official email to obtain a Return Authorization (RA) number and detailed return instructions.

2. Clearly mark the RA number and the official return address on the outer package, and enclose a note stating the order number and the specific reason for return inside the package.

3. It is recommended to use a trackable shipping service for return delivery; the company shall not be liable for lost or damaged packages during the return transit.

4. Return shipping costs shall be borne by the customer, unless the return is caused by the company’s errors (including but not limited to defective products, incorrect shipments, non-compliance with customization requirements). In such cases, the full return shipping fees will be refunded to the customer.

2.3 Reshipment Rules (Same-item Replacement Only)

1. In case of the company’s error (e.g., wrong item shipped, products not in line with customization requirements), the company will reship the correct product free of charge.

2. In case of product damage during transit, the company may reship a new product, and the customer shall bear a partial proportion of the shipping fee.

2.4 Basic Refund Rules

1. A valid proof of purchase (order confirmation email) is required for all refund applications.

2. Original shipping fees are non-refundable, unless the return or exchange is caused by the company’s errors.

3. For items with severe damage during transit, the company may offer a partial refund at its sole discretion.

2.5 Standard Exchange Process and Rules

Exchanges are only available for unopened, unused items that meet the 30-day return time limit and are kept in the original packaging. The specific process and rules are as follows:

1. Contact the customer service team with the order number and specific exchange request (e.g., different style, size, specification of false eyelashes).

2. Obtain an RA number and return instructions from the customer service team, then return the original items in accordance with the specified requirements.

3. The exchanged items will be shipped only after the company receives and inspects the returned products and confirms their compliance with exchange conditions.

4. If the requested exchanged product is out of stock, the company will offer a suitable alternative product or process a full refund for the customer.

5. For price differences of exchanged products:

• If the price of the exchanged product is higher than the original one, the customer service team will contact the customer to collect the additional amount before shipping the exchanged product.
•  If the price of the exchanged product is lower than the original one, the price difference will be refunded to the customer’s original payment method.

6. For exchange shipping costs:

•  The customer shall bear the shipping cost of returning the original product, and this fee will be waived if the exchange is caused by the company’s errors.
•  The company shall cover the shipping cost of sending the exchanged product to the customer.

2.6 Additional Universal Notes

1. International customs duties and taxes arising from the order and return are the sole responsibility of the recipient.

2. If a package is refused by the recipient, refunds will only be issued after the package is returned to the company in its entirety, and the original shipping fees will not be refunded.

3 Exclusive Terms for Retail Individual Retail Orders

3.1 Order Cancellation & Modification

1. Order Cancellation: Cancellations are allowed only before the product is shipped or produced; no cancellations will be permitted once the order is shipped.

2. Order Modification: Modification services are provided for unshipped orders (e.g., updating shipping address, changing product style). Customers who wish to modify their orders shall email the customer service team for assistance before shipment.

3.2 Return Eligibility

1. For hygiene reasons, returns of opened, used, or self-damaged false lash products are not accepted. All returned items must be unopened, unused, and kept in their original packaging.

2. The following items are non-returnable and non-refundable:

•  Gift cards
•  Downloadable digital products (if applicable)
•  Opened or used false lash products
•  Clearance or final-sale items

4 Exclusive Terms for Wholesale Bulk Procurement & Sample Orders

4.1 Order Cancellation & Modification

1. No order modification services are provided for bulk procurement and sample orders due to the characteristics of mass production and customized processing.

2. Cancellation Rules for Bulk Procurement Orders:

•  Before production starts: Cancellations are allowed with no additional fees charged.
• During production: Cancellations are not permitted, and the 30% advance deposit paid by the customer will be non-refundable.
•  Production completed but not shipped: Cancellations are allowed subject to a 50% restocking fee of the total order amount.
•  After shipment: Cancellations are not permitted; if necessary, the customer may handle the matter in accordance with the return provisions of this policy after receiving the goods.

3. Cancellation Rules for Sample Orders:

•  Cancellations are allowed only before shipment; the corresponding payment will be refunded to the customer, excluding the payment channel handling fee (if any).
•  No cancellations are permitted once the sample order is shipped.

4.2 Return Eligibility

4.2.1 Return Provisions for Sample Orders

Sample orders are non-refundable and non-exchangeable by default, unless a confirmed material or manufacturing defect is verified by the company after inspection.

4.2.2 Return Provisions for Bulk Procurement Orders

1. For hygiene and product quality management reasons, returns are not accepted for products that are bulk-opened, used, or damaged due to human factors of the purchasing enterprise.

2. The purchasing enterprise may conduct quality sampling inspection upon receipt of the bulk goods. For unopened cartons/outer packaging with quality defects, non-compliance with customization requirements, or transit damage, the purchasing enterprise must meet the following requirements to apply for return or replacement:

• Report the problem to the customer service team within 48 hours of receipt of the goods.
•  Submit relevant claim materials (including photos, inspection reports, etc.) within 30 days of delivery.
• Keep the returned bulk goods in the original outer packaging and batch packaging provided by the factory.

3. The company will only process the return or replacement application after verifying that the purchasing enterprise has fully met the above conditions.

5 Supplementary Provisions

1. This policy is the official after-sales regulation of CoolleMi, and the company reserves the right to interpret and adjust the terms in accordance with actual business needs.

2. In case of any inconsistency between the exclusive terms of C-end/B-end and the universal terms, the exclusive terms shall prevail.

3. For any questions about this policy, please contact the customer service team via the official email: coollemilashes@outlook.com.