Refund policy

GOYO Cosmetics Last updated: August 24, 2026

The short version

You have 14 days from the day your order is delivered to request a return. Items must be unused and in their original packaging. Once we receive and check the return, we refund your original payment method. Damaged, defective, or wrong items are always our problem, not yours — just tell us within 14 days of delivery and we'll fix it.

1. Your 14-day return window

You may request a return within 14 calendar days of the delivery date shown by the carrier's tracking.

To be eligible, the item must be:

unused and unopened, with any seal, shrink-wrap, or hygiene sticker intact;
in its original packaging, including the outer box, inserts, and any free gift that came with it;
accompanied by proof of purchase (order number or the email address used at checkout).

Because our products are topical cosmetics applied directly to the skin, opened or used items cannot be returned for hygiene and safety reasons, unless the item is faulty, damaged, or not what you ordered (see Section 4).

Not eligible for return

Items requested more than 14 days after delivery
Opened or used patches or serum (except under Section 4)
Free gifts, promotional items, and samples on their own
Gift cards
Items marked "Final Sale" or "Non-Returnable" on the product page at the time of purchase

2. How to start a return

Email support@goyocosmetics.com with the subject "Return Request – [your order number]".
Tell us which item(s) you want to return and why. Photos help if there's a problem with the item.
We'll reply within 1–2 business days with a Return Authorization (RA) number and the return address.

Please don't ship anything back before you have an RA number. Returns sent without one may not be identified or processed.

Pack the item securely — ideally in the original shipping box — write the RA number clearly on the outside, and send it to the address we give you. We recommend a trackable service; you're responsible for the item until it reaches us.

3. Who pays for return shipping

Situation	Return shipping	Original shipping charge
You changed your mind / ordered the wrong item	You pay	Not refunded
Item arrived damaged, defective, or incorrect	We pay — we'll send a prepaid label	Refunded
We made a fulfillment error	We pay	Refunded

4. Damaged, defective, or wrong items

If your order arrives damaged, leaking, defective, or containing the wrong product, contact us at support@goyocosmetics.com within 14 days of delivery with:

your order number,
a photo of the item and the damage, and
a photo of the shipping box and label.

We'll send a replacement or issue a full refund, including original shipping — your choice — and we won't ask you to pay for return shipping. In many cases we won't ask you to send the item back at all.

If you have a reaction to a product, stop using it immediately and contact us. Please also see our Disclaimer. We'd like to hear about it either way: we're required to keep records of adverse events for our products.

5. Refunds

Once your return arrives and passes inspection, we'll email you to confirm.

Approved refunds are issued within [3–5] business days of inspection, to the original payment method only.
Your bank or card issuer may take a further 5–10 business days to post the credit. That part is outside our control.
Refunds cover the price you actually paid for the returned item, including any discount that was applied. Taxes are refunded proportionally.
Original shipping charges are not refunded for change-of-mind returns.

Partial returns from a bundle or promotion. If your order qualified for a discount, a free gift, or free shipping because of its value, and returning part of it drops the order below that threshold, we'll deduct the value of the promotion or gift from your refund — or you can return the gift with the item.

Rejected returns. If a returned item arrives used, opened, damaged by you, or outside the 14-day window, we may refuse the refund. We'll email you first, and you can ask us to ship it back to you at your cost within [14] days; after that we may dispose of it.

6. Exchanges

The fastest way to get a different product is to return the item you have under this policy and place a new order. If you'd prefer a direct exchange, email support@goyocosmetics.com and we'll arrange it where stock allows.

7. Order cancellations and changes

We start processing orders quickly. Email support@goyocosmetics.com as soon as possible with your order number:

Before the order ships, we'll cancel or amend it and refund you in full.
Once it has shipped, we can't cancel it — but you can return it under Section 1.

8. Lost, stolen, or undelivered packages

Tracking says delivered, but you don't have it: check with household members and neighbors, and look around the delivery location. If it hasn't appeared after [3] business days, email us and we'll open a carrier investigation.
Tracking hasn't moved: if there's been no scan for [10] business days for US orders or [15] business days for international orders, contact us and we'll treat the package as lost and reship or refund.
Wrong or incomplete address: if a package is returned to us because the address you entered was undeliverable, we'll refund the product price (less any shipping cost we incurred) or reship at your cost.

See our Shipping Policy for delivery timeframes.

9. Customers outside the United States

You have the same 14-day return right described above.

For European Union customers, EU consumer law gives you a statutory right to withdraw from the contract within 14 days of receiving the goods, without giving a reason — this sits alongside, and is not reduced by, anything in this policy. To withdraw, send us a clear statement at support@goyocosmetics.com; you then have 14 days to send the goods back, and we refund within 14 days of receiving them or of proof you sent them. Note that the statutory withdrawal right does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons and which were unsealed after delivery (Article 16(e) of the Consumer Rights Directive) — which is why opened patches and serum can't be returned.

United Kingdom customers have equivalent rights under the Consumer Contracts Regulations 2013, with the same hygiene exception.

Any import duties or taxes you paid are not refundable by us; you may be able to reclaim them from your local customs authority.

10. Chargebacks

If something's wrong, please contact us first — we resolve almost everything within a couple of days. Filing a chargeback before contacting us delays your money and costs us both time. We reserve the right to contest chargebacks with evidence of delivery and communication, and to decline future orders from accounts with a pattern of fraudulent chargebacks.

11. Contact

NOVAHIVES-US LLC d/b/a GOYO Cosmetics 1811 Lorraine Ave, Allen, TX 75002, United States. Support: support@goyocosmetics.com We reply within [1–2] business days, Monday–Friday.