Last updated: 18 December 2025

Thank you for shopping with FLAAK Cosmetic.

Because our products are cosmetic contact lenses, we follow strict hygiene and health protection rules to ensure your safety. Please read this policy carefully before placing an order.

This Returns & Refunds Policy forms part of our Terms & Conditions of Sale.

Quick Summary

• 14 days to return sealed, unused lenses

• No returns if the blister has been opened (health & hygiene laws)

• Request a return via your account or by email (prior approval required)

• Applies worldwide, with enhanced rights for EU/UK customers

• Refunds are issued to your original payment method within 5–14 business days

1. Overview

We offer a 14-day return window from the date you receive your order.
Due to hygiene and health protection laws, we only accept returns of lenses in unopened, fully sealed blisters.
Used, opened or unsealed items cannot be returned, unless they are defective or incorrect.

2. Eligibility for a Return

To qualify for a return:

• Lenses must be unused and unworn

• Sterile blisters must be completely sealed and intact

• No signs of damage, handling, or contamination

• Original packaging (box) must be returned (normal opening is acceptable)

• You must provide the order number and, if possible, the batch/lot number

We cannot accept:

• Any opened or unsealed blister (due to hygiene laws)

• Worn, tested, cleaned or soaked lenses

• Incomplete products (unless defective)

• Gift cards

3. Requesting a Return Through Your Customer Account

To make the return process as simple as possible, you can request a return directly through your customer account:

1. Log in to your account at flaakcosmetic.com

2. Go to your Order History and select the order you wish to return

3. Click on "Request a Return" next to the eligible item(s)

4. Select the items you wish to return and provide a brief reason

5. Submit your request – you will receive a confirmation email with return instructions

6. If applicable, a prepaid return label will be provided in the email

7. Pack your items securely in their original packaging

8. Ship the return using the provided label or your own carrier, as instructed

Once we receive and inspect your return, we will process your refund within 5 to 7 business days. The refund will be issued to your original payment method.

If you did not create an account or need help, contact our team at contact@flaakcosmetic.com.

4. How to Start a Return by Email

If you prefer to start a return via email:

Email: contact@flaakcosmetic.com

Please include:

• Your full name

• Order number

• Product(s) you wish to return

• Photos of the sealed blister(s) and outer box (optional but helpful)

Do not send any items until your return is authorised.
Items returned without approval may be refused.

5. Return Shipping Costs

Unless your product is defective or incorrect:

• You are responsible for return shipping

• You must use traceable and protective packaging

In some cases, we may offer a prepaid return label and deduct the cost from your refund. We will always inform you before doing so.

We are not liable for lost or damaged returns caused by the shipping carrier.

6. Damages, Defects or Wrong Items

Please check your order as soon as it arrives. Contact us immediately if:

• The item is damaged or defective

• The product does not match what you ordered

• The parcel or packaging is visibly damaged

We may ask for:

• Clear photos of the product and blister(s)

• Lot or batch number on the box

• Images of the shipping packaging, if damaged

If the issue is confirmed, we will:

• Replace the item (if available), or

• Refund the product and shipping at no cost to you

7. Exceptions / Non-Returnable Items

We do not accept returns for:

• Any lens removed from its sealed blister

• Used, tested, cleaned or handled lenses

• Products that are damaged or contaminated

• Gift cards

Sale and promotional items may be returned under the same rules as full-price products, if they meet the return conditions.

8. Exchanges

We do not offer automatic exchanges.

If you wish to change color or style:

1. Request a return for the sealed items you no longer want

2. Once the return is approved and processed, place a new order for the product you prefer

In cases of defect or error, we may offer a direct replacement.

9. European Union & United Kingdom – 14-Day Withdrawal Right

If you are located in the European Union or United Kingdom, you have a legal right to withdraw from your purchase within 14 days of receiving the product, for any reason.

However, this right does not apply to products unsealed after delivery, for health protection and hygiene reasons.

If your lenses are fully sealed and unused:

• You may exercise your right of withdrawal by contacting us within 14 days

• We will refund the product price and standard shipping cost

• Express delivery fees are non-refundable

• You are responsible for return shipping, unless the item is defective or incorrect

To exercise your right, email us at contact@flaakcosmetic.com with your order number and a clear cancellation request.
You may also use the optional Model Withdrawal Form.

Conformément à l’article L221-18 du Code de la consommation, vous disposez d’un droit de rétractation de 14 jours à compter de la réception de votre commande, sauf exception pour des produits descellés pour des raisons d’hygiène.

10. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection.

If approved:

• Refunds are issued to your original payment method

• We process refunds within 5 to 14 business days

• Your bank or payment provider may take extra time to post the funds

If your return is refused (e.g. used or opened products), no refund will be issued. You may request the return of those items at your expense, otherwise they may be disposed of for hygiene reasons.

If more than 15 business days have passed since refund approval and you have not received it, please contact us at contact@flaakcosmetic.com.

11. International Customers (Outside EU/UK)

We ship worldwide. Your legal return rights may vary depending on your country.

• Our core return rules (sealed blisters only) apply to all customers

• We voluntarily offer a 14-day return period to international customers where legally possible

• Returns must follow our hygiene and safety requirements

This policy is designed to comply with EU and French consumer law. If you are outside the EU or UK, this policy does not override any mandatory rights you may have under your local laws.

12. Contact

For any questions about returns, refunds or your customer rights, please contact us:

Email: contact@flaakcosmetic.com

We aim to respond promptly and assist you in accordance with our safety standards and legal obligations.