Refund policy
Refund Policy — Bronzata Beauty
Last updated: 1 May 2026
⚠️ Return Shipping Costs
ALL return shipments are the Customer's responsibility, regardless of the return method (14-day cancellation right, Love-It Guarantee, product exchange). The Customer chooses the courier and bears the full cost of return shipping.
Sole exception: return shipping costs borne by Bronzata in the case of a faulty product documented with photographs, a product damaged in shipping documented within 48 hours of delivery, or an incorrect shipment documented (different shade/product from the order).
Returns sent without prior RMA authorisation or via an untracked courier will be rejected and returned to the sender at the Customer's cost.
1. 14-Day Cancellation Right (Consumer Rights Directive) — Sealed Products Only
The Consumer Customer resident in the EU has the right to cancel within 14 days of receipt, without need to provide a reason, in accordance with the Consumer Rights Directive 2011/83/EU.
Legal exemption for opened cosmetics. In accordance with Article 16(m) of the Consumer Rights Directive, the cancellation right is excluded by law for "the supply of sealed goods which are not suitable for return for health or hygiene reasons and which have been unsealed after delivery". Bronzata cosmetic products fall within this category. Therefore: sealed product with intact packaging = 14-day cancellation permitted. Opened product, seal tampered with, packaging damaged by Customer, product used even partially = cancellation excluded by law.
Procedure. Notify cancellation within 14 days of receipt via email to support@bronzata.com. RMA authorisation issued by Bronzata within 48 business hours with mandatory RMA code on the outside of the package, return address, and packing instructions. Return shipment within 14 days of RMA receipt with mandatory tracked courier, costs borne by Customer, photographs before shipment mandatory. Verification of integrity upon receipt documented with photographs by Bronzata warehouse. Refund within 14 days of documented receipt, to the original payment method.
Refundable amount. Full refund of the product price actually paid (the amount the Customer sees charged on the invoice — never the crossed-out list price). Refund of initial shipping costs only if they were charged (if shipping was free: no additional amount). Return shipping costs borne by Customer (not refunded).
Non-conforming returns (rejected). The following returns will be rejected and returned to the sender at the Customer's cost: broken or tampered seal, product used/opened/partially consumed, missing or severely damaged packaging, absence of RMA code on the outside of the package, receipt more than 14 days after RMA authorisation, receipt more than 30 days from the original delivery date. No refund processed for non-conforming returns.
2. Love-It Guarantee Bronzata (First Order Subscriber Only)
A voluntary gesture by Bronzata, beyond the statutory minimum in accordance with Section 1. Partial refund of the net product price within 30 days of documented delivery of the first subscription order. Valid even on an opened product that has been partially used, as a discretionary concession granted voluntarily by Bronzata beyond the statutory exemption. This guarantee is in addition to your statutory consumer rights under the Consumer Rights Directive.
Refundable amount: net price paid less 15% restocking fee (as a handling charge, permitted for refunds beyond the statutory minimum). For the Uniform Skin Kit: refund applicable to only 1 unit of Coverage Cream from the bundle (not to the entire bundle). The other Coverage Cream unit and the Kabuki Brush remain with the Customer. Refundable amount: unit price Coverage Cream €24.99 (Subscriber unit price) less 15% = €21.24. For individual Coverage Cream: maximum refund €29.99 less 15% = €25.49.
Eligibility conditions. One time per Customer lifetime (one Love-It activation only per email/payment method/address/IP/phone). Customer must have had an active subscription for at least 7 days before making the request. Request to support@bronzata.com with a photograph of the used product + description of reason (even generic) + confirmation that you have not consumed more than 30% of the product contents.
Exclusions. Kabuki Brush not refundable in any case (provided free). Initial shipping costs not refunded. Return shipping borne by Customer. Not valid for Customers already flagged in accordance with Subscription Policy §6. Not valid for Customers who have previously requested and obtained refunds from Bronzata (lifetime cap). Not valid in the event of a chargeback opened on the order.
2a. Shade Replacement
If you chose a shade that doesn't suit you — even on an opened product — Bronzata offers one replacement shade at 50% off the product price, within 30 days of delivery. Email support@bronzata.com with your order number and the shade you would like instead; we will send a discount code or arrange the replacement. Limited to one replacement per customer. This is a goodwill commercial gesture offered in addition to, and without prejudice to, your statutory rights.
3. Refund on Subsequent Subscriber Orders (Renewals 2nd+)
Permitted cases (strict). Refund granted exclusively for: (a) faulty product (altered formula, separation, contamination, colour non-conforming) documented with high-resolution photographs + batch/production date, within 14 days of delivery; (b) product damaged in shipping (crushed packaging, broken tube, product leakage) documented with photographs of package + product + delivery note, within 48 hours of delivery, with notification also to the courier; (c) incorrect shipment (different shade, different product, missing bundle components) documented with photographs, within 7 days of delivery.
Strict exclusions. No refund granted for: "change of mind" more than 14 days after delivery; "I don't like the scent/colour/texture/result" on an opened product (exemption per statutory law); "I thought it was different" on a product conforming to the website description; product consumed for more than 30% of contents; skin reaction not documented by medical report (Customer self-declaration insufficient); orders already shipped before the subscription cancellation request; failure to collect package with resulting return to sender (no refund + deduction of return and handling costs €7.50); requests beyond the stated time limits; sub-cancel-within-48h flag active.
Procedure. Exclusively via email to support@bronzata.com with order number, high-resolution photographs of fault/damage (well-lit, multiple angles), batch/expiry date photographs on packaging, detailed description, written confirmation that you have not used the product beyond the reasonable test limit. Telephone requests, chat, social media are not valid to initiate refund procedure.
Refund method. Only to the original payment method of the order. Timeframe: within 10 business days of documented acceptance. Bronzata does not process refunds via bank transfer, alternative PayPal, gift cards, or discount codes.
4. Chargeback and Fraud Prevention
Obligation to contact first. In case of dispute, the Customer is required to contact Bronzata first via support@bronzata.com to attempt amicable resolution, before opening disputes or chargebacks with the payment processor.
Representment protection. Bronzata documents every order with purchase timestamp + origin IP + device fingerprint, timestamped Terms and Subscription Policy acceptance, email communications with the Customer, shipment tracking + delivery confirmation (signature/photograph), support interaction history. All evidence is presented to the payment processor in the representment procedure for every chargeback deemed unfounded.
Consequences of fraudulent chargeback. In the event of a chargeback judged unfounded by the payment processor, or a chargeback opened on an order delivered regularly and not returned: (a) Customer account permanently banned from all future purchases; (b) identity added to the purchase blocks list shared with fraud prevention processors (Signifyd, Riskified, NoFraud, Shopify Fraud Protect); (c) legal action to recover the debt in accordance with applicable law; (d) in the case of a demonstrably fraudulent chargeback: report to law enforcement authorities.
Chargeback timeframes. The Customer who believes they are entitled to a refund has the duty to use the ordinary procedures indicated first. Opening a chargeback without prior email to support@bronzata.com will be considered an indicator of bad faith in evaluating legitimacy.
5. Undelivered Shipments / Lost Parcels
Parcel not delivered (in transit >30 days). Bronzata opens an investigation with the courier within 48 hours of notification. Investigation outcome within 7-15 business days. If parcel confirmed lost: free reshipment or full refund at Customer's choice. If parcel found to be delivered (signature/photograph): responsibility transfers to Customer, no automatic refund.
Failure to collect / "Address insufficient" / Parcel rejected to sender. Return costs borne by Customer (€7.50 standard, charged to the registered payment method). Reshipment possible upon payment of additional shipping costs. Partial refund possible (net product price less €7.50 return less 15% restocking fee for handling).
Incorrect address provided by Customer. Customer's responsibility. No refund. Any reshipment possible upon payment of new shipping costs.
6. Defective Products on Delivery
Time limit for notification: 48 hours from documented delivery for notifications of shipping damage; 14 days from documented delivery for production/formulation defects.
Mandatory documentation: photograph of external packaging, photograph of defective product (multiple angles), photograph of batch/expiry date on packaging, detailed description of defect, order number.
Resolution: free replacement (free shipping) — preferred; alternatively full refund of the defective product. Return shipping borne by Bronzata. Resolution timeframe: 5-10 business days from acceptance.
7. Definitions and Limits
"Documented delivery" means: the date on which the courier records "delivered" in the tracking system, or signature/photograph from the Customer upon receipt, or 7 days after "delivery attempted" if the Customer did not collect.
"Sealed and unopened product": original security seal intact and unaltered, primary packaging undamaged by Customer, labels intact and legible.
"Product used": presumed used even if seal is broken (even for "verification"), visible product dispensed from bottle/tube, traces of application (skin residue, hair, dust), visible reduction of contents.
8. Limitation of Liability
Bronzata is not responsible for: skin reactions not attributable to a documented production defect (individual sensitivity is not a defect); aesthetic results subjectively different from Customer expectations; improper product use (application on damaged skin, mucous membranes, eyes, airways); indirect damage (stained clothing from incorrect product use in violation of instructions).
The Customer acknowledges that Bronzata Beauty is a functional cosmetic product for body coverage intended for external use only, and must be used in accordance with the instructions provided with the product.
9. Changes to Refund Policy
Bronzata reserves the right to modify this Refund Policy. Changes do not apply retroactively to orders already placed. Substantial changes will be notified via email with at least 15 days' notice.
10. Applicable Law and Jurisdiction
Please refer in full to Section 14 of the Subscription Policy and Section 22 of the Terms of Service for the applicable law and jurisdiction, with particular regard to the jurisdiction of your place of residence in accordance with the Consumer Rights Directive.
11. Contact Details
Bronzata Beauty Support and refund email: support@bronzata.com · Website: bronzata.com · Average response time for refund requests: 24-48 business hours · Support languages: Italian, English.
Bronzata Beauty recognises and respects all consumer rights guaranteed by UK and EU law. These terms do not limit in any way the statutory rights afforded to you by law.