Last updated: September 2026
At OPAQUE, every product is formulated with care and held to the highest quality standards. Because we deal in skincare — products that come into contact with your skin — we have specific guidelines around returns and refunds to protect both our customers and the integrity of our formulations.
General Policy
Due to the hygienic nature of skincare products, we are unable to accept returns or exchanges on items that have been opened or used. We appreciate your understanding, as this policy exists to ensure every customer receives a product that is untampered and safe.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or is not what you ordered, we will make it right — no questions asked.
Please contact us within 48 hours of delivery via WhatsApp or email with:
- A clear photo of the product
- A clear photo of the packaging (including any damage)
- Your order details
Once verified, we will offer either a full replacement or a full refund, at your preference.
Unopened Products
If you change your mind, unopened products in their original, sealed packaging may be returned within 7 days of delivery.
- You will receive a refund or exchange upon receipt and inspection of the returned item
- Return shipping costs are the customer's responsibility, unless the return is due to an error on our part
- Items received after 7 days, or without original packaging, will not be eligible for a refund
Refund Processing
Once your refund is approved, please allow 5–7 business days for processing.
- Refunds are issued via the original payment method
- Bank transfer refunds will be sent to the same bank account used for the original payment
- We will notify you by WhatsApp or email once the refund has been processed