Refund policy

Return Policy

Order Cancellation

You are entitled to cancel your order and get a full refund with no extra fees prior to your goods entering production or shipment. Cancellation requests cannot be processed once your parcel leaves our warehouse.

Return Qualification, Timeframe & Return Submission

All GildedBase cosmetic and skincare products qualify for return service. Return requests need to be raised within 30 calendar days from the date you receive your package.

Step-by-Step Return Guide

  1. Send a return request to our customer service mailbox to submit your application. Please attach your valid purchase receipt for verification.
  2. Wait for our support team’s reply, which includes the dedicated receiving address for returned merchandise.
  3. Pack your items safely and deliver them to the assigned return address.

    Note: Do NOT ship returns directly to our raw material supplier. Only use the warehouse address provided by our support staff.

Return Conditions

Full-sized main products must stay sealed, untouched and untested to be eligible for returns. Returns will be declined once the seal on full-size goods is broken.

Complimentary mini or sample products can be opened and trialed for your reference. Testing these samples will not void the return eligibility of your unopened full-size items.

Items should be returned with original undamaged packaging, free from scratches, stains or other physical harm.

Non-Returnable Products

For hygiene and safety considerations, liquid makeup, cream skincare items, facial masks and lip gloss are non-returnable once the full-size package seal has been opened.

Return Shipping Fee Policy

  • Voluntary return (return due to personal preference): Return shipping expenses shall be borne by the buyer. Only one return shipping charge will be applied. Qualified returns incur no restocking fees.
  • Defective, broken or wrongly delivered goods (our fault): We cover all return delivery costs.

Refund Timeline

  1. Refund Assessment: After we receive and inspect your returned parcel, we will complete the review and notify you whether your refund is accepted within 3 working days.
  2. Refund Issuance: Once approved, funds will be refunded to your original payment account. Funds normally show up in your account within 3–10 business days after approval. The actual arrival time depends on the processing schedule of your bank, card issuer, PayPal or other payment service providers.

The 3–10 business day countdown starts upon refund approval. The inspection period and payment provider processing period are separate stages.

Delayed or Unreceived Refunds

If you receive notification of refund approval but have yet to receive your funds: First check your bank account balance. You may reach out to your bank or payment platform to check the refund progress. You can also contact our customer service via email to help trace your refund records.

Company Details

Brand: GildedBase
Operating Company: Zhaoqing Suisuo Trading Co., Ltd.
Company Address: B100, 5th Floor, No. 36 and 38 Shishixi Street, Duanzhou District, Zhaoqing City (residential reform company)
Support Email:service@gildedbase.com
Contact Phone: 16506254279
Business Hours: Monday to Friday: 9:00 AM-5:00 PM