Refund and Returns Policy
At TASANO, we take packaging and quality seriously. Due to the hygienic nature of cosmetic products, our returns policy is strict, clear, and fair.
1) Returns: Cosmetic Hygiene Rule
For hygiene and safety reasons, we do not accept returns of products that are:
- opened, used, unsealed, or tampered with
- missing original packaging or essential components
This policy protects customers and ensures product integrity.
2) Refunds: Damaged or Defective Items Only
Refunds are available only if your item arrives:
- damaged (broken bottle, leaking product, crushed packaging impacting usability), or
- defective (manufacturing fault that makes the product unusable)
This is standard practice in many e-commerce categories where hygiene applies, and return logistics are often prepaid by the customer or deducted from refunds depending on region/brand.
3) What To Do If Your Order Arrives Damaged
To be eligible for a replacement or refund, you must contact us within 24 hours of delivery and provide:
- your order number
- clear photos of:
- the outer packaging
- the damaged item
- the label (if relevant)
- the issue (leak, break, defect)
Contact: contact@tasanocosmetics.com / (+212) 664-655-111
If damage is confirmed, TASANO will offer one of the following:
- replacement (preferred when available), or
- refund (if replacement is not possible)
4) Return Shipping Costs
If a return is approved:
- return shipping is paid by the customer, unless the issue was caused by our error (wrong item shipped) or confirmed damage/defect where we specifically instruct otherwise.
5) Items Not Eligible for Refund/Return
We do not accept returns or refunds for:
- change of mind
- scent preference
- “not what I expected” (when the product matches the description)
- minor cosmetic packaging imperfections that do not affect product use
- damage caused after delivery (mishandling, improper storage, heat exposure, etc.)
Natural products may vary slightly between batches; this is not considered a defect.
6) Processing Time
Once your claim is approved:
- refunds are issued to the original payment method used at checkout
- processing time may take 1–5 business days, depending on your bank/payment provider
Shipping fees are not refundable.
7) Gifts & Promotional Items
If your order included a gift or promotional item, we may require its return (where applicable and hygienically possible) before issuing a refund, or deduct its value if not returned.
8) Contact
Questions about returns or a damaged order?
Email: contact@tasanocosmetics.com
WhatsApp: (+212) 664-655-111
Address: 144 Avenue Mohammed V, Gueliz, Marrakech 40000