Refund policy

At Charmast, we want you to feel confident when shopping with us. This policy applies only to orders placed on the official Charmast website.

For website orders, contact payments@charmast.com or submit a return request through your customer account. We normally respond within 1–2 business days.

For Amazon orders, please contact brandservice@charmast.com or use Amazon's return process.

Please do not send products back before receiving our return instructions. Return addresses may vary by order.

30-Day Money-Back Guarantee

Products purchased from the official Charmast website may be returned within 30 days of delivery.

To qualify for our standard 30-day return policy:

  • The return request must be submitted within 30 days of delivery.

  • The product should be returned in its original condition with its accessories and included items.

  • Proof of purchase is required.

  • Damage caused by misuse, accidents, water exposure, unauthorized repair, or improper operation is not covered.

Once the return is received and inspected, we will process the applicable refund.

EU Right of Withdrawal

Consumers in the European Union have the statutory right to withdraw from an online purchase without giving a reason within 14 days after delivery of the last item in the order.

EU customers may submit a cancellation or return request through their customer account.

For EU withdrawal returns:

  • Customers are responsible for return shipping costs unless the product is defective, damaged, or incorrect.

  • Charmast will refund the product price and the cost of standard outbound shipping, where applicable.

  • Extra charges for express or upgraded delivery are not refundable beyond the standard delivery cost.

  • Customers may reasonably inspect the product. Any reduction in value caused by handling beyond what is necessary to inspect the product may be deducted from the refund.

  • Original packaging is recommended but is not an absolute requirement for exercising statutory withdrawal rights.

  • Refunds will be made within the period required by applicable law. We may wait until the goods are returned or proof of return shipment is provided.

Applicable statutory consumer rights take priority where they provide greater protection than this policy.

Non-Quality-Related Returns

For returns due to a change of mind, ordering the wrong item, or no longer needing the product:

  • The customer is responsible for return shipping.

  • Original shipping fees are generally non-refundable, except where reimbursement is required by applicable consumer law.

  • The customer is responsible for the return package until it reaches the designated return location.

  • A valid tracking number should be provided.

Quality-Related Issues

If your product arrives damaged, defective, or incorrect, please contact us within 30 days of delivery.

After review, we may provide a:

  • Replacement

  • Exchange

  • Refund

  • Other appropriate after-sales solution

For confirmed quality-related issues, Charmast will cover necessary return or replacement shipping costs.

Issues occurring after 30 days may be handled under the applicable product warranty.

Promotional Orders and Free Gifts

If an order includes free gifts, bundle discounts, BOGO offers, or other promotional items, related promotional items may need to be returned together.

If only part of a promotional order is returned, the value of any retained free or discounted item may be deducted from the refund where permitted by applicable law.

How to Start a Return

For official Charmast website orders:

  1. Submit a request through your customer account, or email payments@charmast.com.

  2. Provide your order number and the reason for the request. Photos or videos may be requested for quality-related claims.

  3. Wait for our return instructions and the applicable return address.

  4. Ship the return and provide the carrier name and tracking number.

Because our orders may be fulfilled through different fulfillment centers, please do not return products to an address without prior authorization.

For Amazon orders, contact brandservice@charmast.com or follow Amazon's return process.

Refunds

After the returned product is received and approved, refunds are normally processed to the original payment method within 3–5 business days.

Your bank or payment provider may require additional time to post the refund.

Different timelines may apply where required by consumer law, including EU statutory withdrawal rights.

Order Cancellation

You may request cancellation of an official Charmast website order before it has been fulfilled.

Customers with access to self-service cancellation may submit the request directly through their customer account.

Once an order has been fulfilled or shipped, it may no longer be canceled. You may instead request a return after delivery, subject to this policy and applicable consumer rights.

For Amazon orders, please use Amazon's cancellation process or contact brandservice@charmast.com.

Third-Party Purchases

This policy does not apply to products purchased through Amazon, Walmart, eBay, TikTok Shop, offline retailers, unauthorized sellers, or other third-party platforms.

Please contact the original seller or platform for return and refund assistance.

Warranty Claims

For quality-related issues after the 30-day return period but within the warranty period, contact:

Proof of purchase and supporting photos or videos may be required.

Damage caused by misuse, accidental damage, unauthorized repair, water exposure, improper operation, or normal wear and tear is not covered by the warranty.

Other Fees

Your card issuer may charge an international or foreign transaction fee. These fees are determined by your bank and remain the responsibility of the cardholder.

Policy Updates

Charmast may update this policy from time to time. Orders remain subject to applicable consumer laws and the terms in effect at the relevant time.