Refund policy

At WINKU, we want you to feel good about your purchase. If there is an issue with your order, please contact us so we can assist you.

Eligible Return or Refund Requests

Due to the nature of cosmetic and personal care products, we do not accept returns or exchanges for change of mind, shade preference, or products that have been opened or used, except where the product is damaged, defective, incorrect, or otherwise eligible under this policy.

A return, replacement, or refund request may be considered when:

You received the wrong item.
Your item arrived damaged during delivery.
Your item has a manufacturing defect.
Your order arrived incomplete or an item was missing.

Requests must be submitted within 7 days from the date your order was delivered.

To submit a request, email hello@winkucosmetics.com and include:

Your full name
Your order number
A description of the issue
Clear photographs or videos of the product, packaging, shipping parcel, and waybill where applicable

Our team will review your request and normally respond within 2–3 business days.

Please do not return or ship any product to us unless you have received written return instructions from WINKU.

Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order as soon as it is delivered.

If your order is damaged, defective, incorrect, or incomplete, contact us within the 7-day request period so we can evaluate the concern.

Depending on the circumstances, we may offer:

A replacement
A refund
A partial refund for a missing or affected item
Another appropriate resolution agreed upon with the customer

Replacements are subject to product availability.

Non-Returnable Items

For hygiene and safety reasons, we generally cannot accept returns or exchanges for:

Change of mind
Shade or color preference
Opened or used cosmetic products, unless confirmed to be defective
Products damaged through misuse, mishandling, or improper storage
Products returned without prior written approval from WINKU

Products purchased during a promotion or sale remain eligible for review when they arrive damaged, defective, incorrect, or incomplete.

Exchanges

We do not offer exchanges for change of mind or shade preference.

When you receive an incorrect or defective item, we may arrange a replacement subject to stock availability. When a replacement is unavailable, an approved refund may be provided instead.

Refunds

When a refund request is approved, the refund will be issued through the original payment method whenever possible.

Please allow:

3–5 business days for WINKU to initiate the refund after approval and, when a return is required, after the returned item has been received and inspected
Additional processing time for the refund to appear, depending on your bank, e-wallet, card issuer, or payment provider

Shipping fees are generally non-refundable. However, the original shipping fee may also be refunded when the approved request resulted from an incorrect item sent by WINKU, a defective product, or damage during delivery.

Return Shipping

When an approved return is required because the product is damaged, defective, or incorrect, WINKU will provide return instructions and cover the reasonable return shipping cost.

Return shipping costs will not be reimbursed when a parcel is sent without prior written approval or outside the instructions provided by WINKU.

In some cases, we may resolve the concern without requiring the product to be returned.