Refund & Return Policy

Last Updated: June 2026

At ELOV Cosmetics, we are committed to delivering high-quality skincare products and manufacturing services. Due to the nature of our business, our refund and return policies differ between customized OEM/ODM orders and ready-to-ship products.

1. OEM / ODM / Private Label Orders

All OEM, ODM, and private label products are manufactured according to customer-approved specifications, formulations, packaging, labeling, and artwork.

Because these products are customized, all confirmed production orders are non-returnable and non-refundable once production has commenced.

This policy applies to:

• Customized formulations

• Private label products

• OEM products

• ODM products

• Customized packaging

• Customized labels and artwork

• Special production orders

2. Sample Approval Responsibility

Customers are responsible for reviewing and approving all samples before mass production begins.

Approval may include, but is not limited to:

• Product formula

• Color

• Fragrance

• Texture

• Packaging

• Label design

• Printing artwork

Once samples are approved and production has started, ELOV Cosmetics shall not be responsible for issues arising from previously approved specifications.

3. Manufacturing Tolerances

Due to the nature of cosmetic manufacturing, minor variations may occur between samples and finished products.

Acceptable variations may include:

• Color differences

• Fragrance intensity

• Product viscosity

• Packaging appearance

• Printing position

• Batch-to-batch differences within industry standards

Such variations shall not be considered manufacturing defects.

4. Defective or Non-Conforming Products

If you believe products received do not conform to the agreed specifications, you must notify ELOV Cosmetics within 7 calendar days of receiving the goods.

To submit a claim, please provide:

• Purchase order number

• Product photographs

• Batch number (if applicable)

• Detailed description of the issue

Claims submitted after this period may not be accepted.

ELOV Cosmetics reserves the right to investigate and verify all claims before determining an appropriate resolution.

5. Ready-to-Ship Products

For ready-to-ship products purchased directly through our website, return requests may be accepted within 14 days of delivery if:

• The item is defective or damaged upon arrival;

• The incorrect item was shipped; or

• The product has a verified quality issue.

Returned items must:

• Be unused and unopened;

• Remain in original packaging;

• Include proof of purchase.

Customers are responsible for return shipping costs unless the return results from our error.

6. Non-Returnable Items

The following items are not eligible for return or refund:

• Custom-manufactured products

• OEM orders

• ODM orders

• Private label products

• Customized packaging materials

• Sample development fees

• Artwork and design fees

• Regulatory registration fees

• Clearance or promotional items

7. Refund Processing

If a refund is approved, it will be issued to the original payment method within 5–10 business days after approval.

Processing times may vary depending on your payment provider or financial institution.

Original shipping charges, customs duties, taxes, and other third-party fees are non-refundable unless otherwise required by law.

8. Order Cancellation

Orders may be cancelled before production begins.

Once raw materials, packaging materials, or production resources have been allocated, cancellation fees may apply.

Orders already in production or completed production cannot be cancelled.

9. Contact Us

For questions regarding returns, refunds, or product claims, please contact:

ELOV Cosmetics

Email: info@songcares.com

Address:
No.18 Helong Five Road,
Xiushui Industrial Area,
Renhe Town, Baiyun District,
Guangzhou, Guangdong 510470,
China