Política de reembolso

Return & Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unopened, unused, with tags, and in its original, undamaged packaging. You’ll also need the receipt or proof of purchase.

Starting a Return

To start a return, please contact us at sales@drakabeauty.com. If your return is accepted, we’ll send you a return shipping label along with detailed instructions on how and where to send your package. Please note that the return shipping cost must be paid in advance by the customer. This amount will be charged before the return label is issued.
Items sent back to us without first requesting a return will not be accepted.

 

To be eligible for a return:

  • Items must be unused, unopened, and in their original packaging.
  • The original sealing or protective film must be fully intact. Products that have been opened, unsealed, or show signs of use cannot be returned.
  • Products must be returned in the same condition as received.
  • Opened or used beauty and personal care items (including perfumes, cosmetics, skincare, and makeup) are not eligible for return for health and hygiene reasons.
  • Accessories (such as jewelry or fashion items) can be returned if unused and in their original sealed packaging. 

If you wish to cancel your order while it is already in transit, please note that the customer is responsible for any costs associated with returning the product.

 

You can always contact us for any return questions at sales@drakabeauty.com.

Damages & Issues

Please inspect your order immediately upon reception. If you find that the item is defective, damaged, or if you receive the wrong item, contact us immediately so we can evaluate the issue and make it right.

  • Inspection Upon Delivery: When your order is delivered, it is your responsibility to check the packaging and items for any visible damage or defects. If you notice damage to the packaging or the product itself, do not accept the package without first noting the issue on the delivery receipt (digital or paper). Write “damaged” and describe the damage. Take photos of the damaged packaging and product. Failure to document visible damage may limit your ability to file a claim for damages.

  • Photo Requirements for Returns or Claims
    Please attach clear and visible photographs when submitting a return or damage claim. 
    • Include a photo showing the entire item (not just a small portion).
    • Add additional close-up photos that clearly show the damaged or defective area.
    • Ensure all images are well-lit and in focus so we can properly assess your request.
    • Photo of the outside of the box
    • Photo of the courier's label
    • Photo of the inside of the box with the product and protectors
    • Photo of the damaged or broken product
    • Photo or copy of the delivery note

Guarantee Period

We offer the highest quality and the best guarantee for our products. All items are guaranteed for a two-year period from the date of delivery, except for refurbished products, which have a 12-month guarantee.

What is not covered by the Guarantee?

  • Defects caused by negligence, misuse, tampering, wrong voltage, or installation, or wear and tear.

  • The guarantee does not cover virus removal, software recovery, or hard disk reinstallation after formatting in the case of computer products.

Return Goods with Manufacturing Defects

If a product has a manufacturing defect, we will accept a return, but we do not accept returns for products showing signs of wear, misuse, or damage not caused by manufacturing defects.

  • If packaging is damaged, or if the packaging has courier seals, we may not return 100% of the product value.

  • To avoid damage to product packaging, we recommend protecting the product with an additional cardboard box when returning it.

Once we receive the returned items, we will inspect them. If they are verified as defective, we will issue a replacement or refund as appropriate. Please note that the checking and refund process may take several weeks.

Exceptions / Non-Refundable Items

Certain items cannot be returned, including:

  • Perishable goods (such as food, flowers, or plants)

  • Custom products (such as special orders or personalized items)

  • Personal care goods (such as beauty products)

  • Hazardous materials, flammable liquids, or gases

We also do not accept returns on sale items or gift cards. If you have questions about specific items, please contact us before initiating a return.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, place a new order for the item you want.

European Union 14-Day Cooling-Off Period

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason, and without providing a justification. As with other returns, the item must be in the same condition that you received it: unopened, unused, with tags, and in its original packaging. You’ll need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund has been approved or rejected. If approved, you’ll be automatically refunded on your original payment method within 14 business days.

Please keep in mind that it may take some time for your bank or credit card company to process and post the refund. If more than 21 business days have passed since we've approved your return, please contact us at sales@drakabeauty.com.

Refund Process for Manufacturing Defects

If you return a product due to a manufacturing defect:

  • Manufacturing defects will be covered by the warranty and are eligible for a full refund or replacement.

  • Refunds will only be processed for the defective product. If the product is returned with missing parts, damaged packaging, or after showing signs of misuse, a partial refund may be issued.

Important: The customer must make a new order and pay for it if they wish to receive a replacement while waiting for the defective product to be returned and processed.

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