Return & Refund Policy

1. Order Cancellation

You may cancel your order with a full refund before the makeup items are produced or shipped out. Once the package has been dispatched from our warehouse, order cancellation requests cannot be accepted.

2. Return Eligibility & Time Limit

We support returns for all telioava cosmetics and skincare products. You must submit return application via online customer service within 30 calendar days after you receive the parcel.

To be eligible for return:

• Products are unopened, unused, unswatched, with original intact packaging, no scratch, stain or damage;
• Liquid makeup, cream skincare, mask and lip gloss cannot be returned once opened for hygiene safety reasons;
• You need to provide valid purchase order receipt when applying for return;
• Do not send returned goods directly to the raw material manufacturer, please send back to our designated return warehouse address provided by online customer service.

Return cost rules: Customers only bear one‑time shipping fee at most (including return back shipping). We will not charge any restocking fee for eligible returned beauty products.

3. Refund Process

After we receive and inspect your returned goods, we will send a site message to notify you of receipt status; We will confirm refund approval or rejection within 3 working days after inspection; If approved, the full payment will be refunded to your original payment account (credit card, PayPal etc.), the arrival time depends on the processing cycle of payment institutions, generally 3–10 working days.

4. Late or Missing Refunds

If you do not receive the refund after approval:

• Check your bank account balance first;
• Contact your card issuing bank or payment platform for refund processing progress;
• Reach out to online customer service for assistance in tracking the refund record.

Contact Information

If you have any questions about our return policy, please contact us via the following details. Operating Company: Hubei Xuyue Trading Co., Ltd. Company Address: Unit 413, Factory Building 6, No. 91 Huayuanwan 2nd Street, Daji Subdistrict, Caidian District, Wuhan City, Hubei Province Support Email: service@telioava.com Contact Phone: 13549471586 Business Hours: Monday to Friday: 9:00 AM-5:00 PM