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RETURNS AND REFUNDS POLICY: At ROCCIBEL LLC, we are committed to the quality and satisfaction of our customers. All of our products - including but not limited to makeup, skincare, cosmetics, and facial and body treatments - are sold through our e-commerce channel and are subject to the following conditions for returns and refunds: Orders executed under the Subscription Program are equally subject to these conditions. Approved refunds on subscription orders are processed manually within seven (7) to ten (10) business days to the original payment method, in accordance with ROCCIBEL's Subscription and Recurring Charges Policy.
Products not eligible for return: For reasons of hygiene, safety, and consumer protection, we do not accept returns of the following products, except where they present manufacturing defects or damage attributable to the shipping process:
Opened or used makeup and cosmetics.
Unsealed skin, hair, or body care products.
Personalized aesthetic treatments.
Any item that has been altered or tampered with after delivery.
Returns for defective products or shipping errors: If you receive a damaged, defective, or incorrect product, you may request a return within thirty (30) business days following receipt of the order. To do so, you must contact our customer service team at support@zenttu.com by attaching the order number, a description of the issue, and photographic evidence of the affected product. Once the request has been validated, we will send you instructions for returning the product. In these cases, ROCCIBEL will bear the shipping costs and will arrange for the replacement or refund, as applicable.
Refund procedure: After receiving and inspecting the returned product, we will notify the customer whether the refund has been approved. If applicable, the refund will be issued within seven (7) to ten (10) business days to the same payment method used in the purchase. Original shipping costs will not be refunded, except where the return is due to our error.
Once the returned item has been received and inspected:
You will receive an email notification regarding the approval or denial of your refund.
If approved, the refund will be issued to the original payment method within seven (7) to ten (10) business days, or in accordance with the policies of the relevant bank.
Refunds will not be processed for:
Items returned showing signs of use.
Opened products (unless defective).
Items outside the 30-day period.
Sale or promotional items (unless defective)
Product exchanges: We do not offer product exchanges. If you require a different item, the customer must make a new purchase in accordance with availability published on the website.
Shipping costs: If the return is due to an error by Roccibel LLC (for example, incorrect, damaged, or defective items), we will bear the cost of the return and provide a prepaid label.
For other reasons (for example, change of mind or incorrect order), the customer will be responsible for return shipping costs. We recommend using a trackable shipping service, as we do not guarantee receipt of untracked returns.
Exchanges: We do not offer direct exchanges. If you would like a different item, please follow the return process and place a new order.