Refund policy

Return & Refund Policy

At Privatto, we take great care in preparing and handling every order to ensure that our products arrive in perfect condition.

Because Privatto products are cosmetic and personal-use items, our return policy is designed to protect the hygiene, safety, and quality of every product we sell.

This Return & Refund Policy applies to purchases made through our official online store.

1. Return Period

Customers may request a return within 14 days of receiving their order, provided that the product meets all return conditions stated in this policy.

To request a return, customers must contact Privatto before sending any item back.

Return requests must be sent to:

Email: PrivattoBusiness@hotmail.com

The request must include:

Order number
Full name
Product requested for return
Reason for the return
Clear photos of the product, if requested

Returns sent without prior written authorization from Privatto will not be accepted.

2. Return Conditions

To be eligible for a return, the product must be:

Unused
Unopened
Unsealed
In its original packaging
In perfect resale condition
Free from any signs of use, testing, damage, alteration, or tampering

For hygiene, health, and safety reasons, Privatto does not accept returns of cosmetic products that have been opened, used, tested, unsealed, or tampered with, unless the product is defective or arrived damaged.

This applies to all cosmetic products, including but not limited to:

Setting sprays
Makeup fixing sprays
Eyeshadow palettes
Liquid concealers
Any product intended to come into contact with the skin, eyes, lips, or face

Privatto reserves the right to refuse any return that does not meet these conditions.

3. Non-Returnable Items

The following items cannot be returned:

Opened products
Used or tested products
Unsealed products
Products without original packaging
Products showing signs of wear, damage, handling, or tampering
Products damaged due to incorrect use, storage, or handling by the customer
Products returned without prior authorization
Sale items, promotional bundles, clearance items, or final-sale items, unless defective or incorrect
Gift cards, if applicable
Personalized or custom-made products, if applicable

Due to the nature of cosmetic products, Privatto cannot accept returns simply because a customer has changed their mind after opening, testing, or using the product.

4. Damaged, Defective, or Incorrect Products

If a customer receives a damaged, defective, or incorrect product, they must contact Privatto within 48 hours of delivery.

The customer must provide:

Order number
Clear photos of the product
Clear photos of the external packaging
Clear photos of the shipping label
A description of the issue

Once the case has been reviewed, Privatto may offer, depending on the situation:

A replacement
A refund for the affected product
Another suitable solution agreed with the customer

Claims reported after 48 hours may not be accepted if Privatto cannot reasonably verify that the issue existed at the time of delivery.

5. Return Shipping Costs

Unless the product is defective, damaged, or incorrect due to an error by Privatto, return shipping costs are the responsibility of the customer.

The customer is responsible for returning the product safely and using a tracked shipping method.

Privatto is not responsible for returned packages that are lost, delayed, damaged, or delivered incorrectly during transit.

We recommend keeping proof of postage and tracking information until the return has been fully processed.

6. Return Address

The return address will only be provided after the return request has been reviewed and approved by Privatto.

Customers must not send any product back without receiving written return instructions from Privatto.

Any item returned without prior authorization may be refused and will not be eligible for a refund.

7. Inspection of Returned Products

Once the returned product is received, Privatto will inspect it to confirm whether it meets our return conditions.

If the return is approved, the refund will be processed.

If the returned product does not meet the conditions stated in this policy, the return may be refused. In that case, the customer may request the product to be shipped back to them, covering any additional shipping costs.

Privatto reserves the right to reject returns that show signs of use, opening, testing, damage, missing packaging, or tampering.

8. Refunds

Approved refunds will be issued to the original payment method used at checkout.

Refund processing times may vary depending on the customer’s bank, card issuer, or payment provider.

Privatto may withhold the refund until the returned product has been received and inspected.

Original shipping costs are non-refundable, except where the return is due to a defective product, an incorrect product, or an error attributable to Privatto, or where otherwise required by applicable law.

9. Exchanges

Privatto does not currently guarantee direct product exchanges.

If a customer wishes to purchase a different product, shade, or item, they may place a new order once their return has been approved, provided that the original product meets the return conditions.

For hygiene, health, and safety reasons, opened, used, tested, unsealed, or tampered cosmetic products cannot be exchanged.

10. Order Cancellations

Order cancellations may only be requested before the order has been processed, prepared, or shipped.

Once an order has been processed, prepared, or handed over to the carrier, it can no longer be cancelled. In that case, the customer must follow the return procedure described in this policy.

Submitting a cancellation request does not guarantee cancellation. Privatto will confirm whether the order can still be cancelled.

11. Refused or Unclaimed Deliveries

If an order is refused by the customer, not collected, or returned to Privatto due to incorrect or incomplete delivery information provided by the customer, Privatto may deduct any shipping, return, handling, or administrative costs from any applicable refund.

Privatto is not responsible for delivery issues caused by incorrect, incomplete, or inaccurate shipping information provided at checkout.