Return & Refund Policy

You can contact us if: your product is damaged during transit; the product has leaked or spilled; you received the wrong product; a product is missing from your order; the product received is different from the product you ordered. For damaged or leaked products, kindly keep the product, packaging, and shipping box until your complaint has been reviewed.

Due to hygiene and safety reasons, we can't accept returns for opened or used products. We also can't process returns where the issue is a minor cosmetic or physical mark (small dent, scratch, chip, or similar packaging damage) unless the product itself has been affected.

Please contact our customer support team within 48 hours of receiving your order, and share: your order or invoice number; clear photos of the product; photos of the outer packaging and shipping box; clear photos or video showing the damage, leakage, or spillage; an unboxing 360-degree video, if available. For a wrong or missing product, please provide clear photos and an unboxing video showing the package and the products received. These details help us process your request faster.

If the product is damaged, spilled, or leaked during delivery and your request is approved, we will provide a replacement at no additional cost. The replacement order will be sent to the address provided with the original order. Replacement orders are typically delivered within 8–10 working days from the date of request, depending on the delivery location.

If a replacement is not possible or your refund request is approved, the eligible amount will be refunded to the original payment method. Refunds are typically processed within 6–8 working days following approval; the time it takes to appear in your account may vary depending on your bank or payment provider.

Once we've received your complaint and photos or videos, our team will review your request. Kindly allow up to 7 working days for us to process the request and respond. If your request is approved, our team will guide you with further instructions.

If you are asked to return a product, it should be returned in the same condition as received, including original packaging and any items that came with it, unless the product was visibly damaged, broken, or leaked during transit and the damage was properly reported. Once the returned product reaches us, it may be inspected by our team before replacement or refund.

All skin types are unique, and RAREMATE cannot be held responsible for an individual reaction or sensitivity to any ingredient. Please read the ingredients and product information carefully before use. If you have known allergies or sensitive skin, we recommend a patch test before using the product. If irritation, redness, discomfort, or any other unexpected reaction occurs, stop using the product and consult a qualified doctor.

Do not dispose of the product or packaging in the case of a damaged, leaked, or incorrect order. We may need photos, videos, or other information to verify the issue before approving a replacement or refund. All return, refund, and replacement requests are subject to review and approval in accordance with these terms. If you have any questions or concerns about an order, please contact the RAREMATE customer support team.