RETURN & REPLACEMENT POLICY

Last Updated: 23 October 2026

At Filmy Beauty, we take care to ensure that every order reaches you safely and correctly.

Because our products are cosmetics and beauty products, we generally do not accept returns for change of mind, incorrect shade selection, personal preference or products that have been opened or used.

1. Eligible Return/Replacement Cases

A replacement request may be considered if you receive:

  • A damaged product.
  • A defective product.
  • An incorrect product.
  • A missing product from your order.

2. Time Limit

Any return or replacement request must be raised within 48 hours of delivery.

Requests submitted after the specified period may not be accepted.

3. How to Raise a Request

Please contact our customer support team with:

  • Order number.
  • Customer name and registered contact details.
  • Description of the issue.
  • Clear photographs of the product and packaging.
  • A clear, continuous unboxing video, where applicable.

The unboxing video should ideally show the unopened package, shipping label, opening of the parcel and all products received.

4. Product Condition

For an eligible replacement, the product should generally be:

  • Unused.
  • Unopened.
  • In its original packaging.
  • Complete with labels, accessories and applicable promotional items.

Products that have been used, altered, opened or damaged after delivery may not qualify for replacement.

5. Non-Eligible Returns

We do not generally accept returns or replacements for:

  • Change of mind.
  • Incorrect shade selection by the customer.
  • Products that have been opened or used.
  • Products damaged due to misuse or improper storage.
  • Products returned without original packaging.
  • Free gifts or promotional products, unless otherwise specified.
  • Requests submitted after the applicable claim period.

6. Product Shade Variations

Cosmetic shades may appear slightly different depending on screen brightness, display settings, lighting and photography conditions.

Minor shade differences caused by screen/display variations will not normally qualify as a product defect.

7. Replacement Process

Once a request is received, our team will review the information and supporting photographs/videos.

If approved, we may arrange a replacement of the affected product, subject to availability.

If a replacement is not possible, an appropriate refund or alternative resolution may be offered.

8. Refund Timeline

Approved refunds will generally be processed within 5–7 business days.

The actual time for the amount to appear in the customer's account may depend on the payment method, bank or payment provider.