Refund policy

Ezmio Beauty Returns & Refund Policy

1. Order Cancellations

Orders may only be cancelled prior to order fulfilment. Once an order has been processed or shipped, cancellation requests cannot be accommodated.

To request a cancellation, customers must contact Ezmio Beauty Customer Service via email at hello@ezmiobeauty.com during normal business hours.

All cancellation requests must include:

The order number, or
If the order number is unavailable, the customer’s full name, shipping address, and phone number

Ezmio Beauty is not responsible for delays in responding to email enquiries. If an order has already been fulfilled or dispatched at the time the request is reviewed, the cancellation request will be denied.

2. Change of Mind Returns

Ezmio Beauty accepts change of mind returns within 14 days of the purchase date, provided the following conditions are met:

The product is unused and unopened
The product is returned in the exact same condition in which it was received
The product is returned in its original packaging
Proof of purchase is provided
The official Ezmio Beauty Returns Form is completed and included with the returned items

Returns that do not meet these conditions may be rejected at the sole discretion of Ezmio Beauty.

Customers are responsible for all return shipping costs for change-of-mind returns. Original shipping fees are non-refundable.

Once the returned product has been received and inspected, approved refunds will be issued to the original payment method within 3–7 business days.

Products purchased during sales or using promotional discount codes will be refunded at the discounted purchase price only.

3. Packaging and Security Seals

For hygiene and product integrity reasons, all Ezmio Beauty products are sealed prior to shipment.

If the security seal on the product packaging has been broken, removed, or tampered with, the item will be considered opened and will not be eligible for a change-of-mind return.

Products returned with broken seals, opened packaging, or signs of use will be rejected and may be returned to the customer at their expense.

Customers are encouraged to carefully review their order before opening any sealed product packaging, as breaking the security seal constitutes acceptance of the product.

4. Hygiene and Cosmetic Safety

Due to hygiene, health, and product safety considerations, Ezmio Beauty cannot accept returns of cosmetic or nail products that have been opened, used, or had their packaging seal broken, except where the product is confirmed to be faulty.

Once a cosmetic product has been opened, tested, or used, it can no longer be guaranteed as hygienically safe for resale. For this reason, such products are not eligible for change-of-mind returns or refunds.

Any returned items that show signs of use, tampering, contamination, or broken seals may be refused and returned to the customer at their expense.

5. Returns and Refund Requests

To initiate a return request, customers must email hello@ezmiobeauty.com with:

The order number
The reason for the return

If the order number is unavailable, customers must provide their full name, shipping address, and phone number.

Prior to authorising a return, the Ezmio Beauty customer service team may attempt to troubleshoot any reported issues to determine whether the product is functioning as intended.

If a return is approved, customers will be issued an official Returns Form, which must be completed in full and included with the returned product.

Returned items will be inspected upon receipt. Refunds will only be issued once the returned products have been received, inspected, and formally approved by Ezmio Beauty.

If the return is not approved, the customer will be notified via email.

6. Return Conditions

All approved returns must comply with the following conditions:

The Ezmio Beauty Returns Form must be included with the returned items
Refunds apply only to the original product purchase price and exclude all shipping or delivery fees
Customers are solely responsible for all return shipping costs
Customers are strongly advised to use a trackable shipping service and/or purchase shipping insurance, as Ezmio Beauty is not responsible for lost return shipments
Returned products must be securely packaged to prevent damage during transit
Products must be returned unused, unopened, and in their original packaging

Failure to comply with these conditions may result in the return being rejected at the sole discretion of Ezmio Beauty.

Approved refunds will be issued to the original payment method within 3–7 business days after approval.

7. User Error

Ezmio Beauty products are designed for ease of use; however, incorrect application, improper storage, or misuse may result in product malfunction or damage.

Damage resulting from user error or improper handling is not covered under Ezmio Beauty’s returns or warranty policies.

Examples of user error include, but are not limited to:

Curing gel polish in direct sunlight or under an incompatible UV/LED lamp
Failing to wipe the neck and rim of gel polish bottles after use
Storing gel polish in high heat or humidity environments
Incorrect removal of cured gel polish resulting in damage to natural nails

If a customer claims irritation, allergic reaction, or other adverse effects resulting from the use of Ezmio Beauty products, the customer must provide official written documentation from a licensed medical practitioner who has physically examined the affected area.

Diagnoses obtained through video consultations or self-diagnosis will not be accepted as valid evidence for refund or replacement eligibility.

8. Faulty Products

If a product is determined to be faulty due to a manufacturing defect, Ezmio Beauty will provide a replacement of the same product.

Eligibility requirements include:

Nail Lamps must have been purchased within 1 year
All other products must have been purchased within 30 days
Proof of purchase must be provided
The product must be inspected and confirmed as faulty by the Ezmio Beauty team

Replacement requests will not be approved where damage has resulted from improper customer care, including but not limited to:

Not wiping the Gel Nail Polish neck and rim after use causing gel formula to change such as clumping and/or drying out
Using Gel Nail Polish in direct sunlight or near an active lamp
Storing products in fluctuating temperatures

To request a replacement, customers must email hello@ezmiobeauty.com with:

Images or videos showing the product and the fault
The original order number
Full contact information

If the request is approved, the replacement will be shipped or made available for collection. If rejected, the customer will be notified via email.

9. Missing or Damaged Orders

If an order arrives damaged, contains missing items, or fails to arrive, customers must contact Ezmio Beauty within 7 days of the recorded delivery date.

Customers must provide:

Photos or videos of the damaged or missing items
The original order number
Contact details
Proof of purchase

Ezmio Beauty will review the request and notify the customer of the outcome.