Return and Refund Policy

1. Voluntary return window

A voluntary return request for a product that is unopened, unused, and in its original packaging must be submitted within 5 days of receiving the order.

The period starts on the delivery date shown by Canada Post, or on the date you actually received the package if that date can be shown.

After this 5-day period, voluntary returns are generally no longer accepted.

2. Eligible products

Subject to approval, a voluntary return may be accepted if all of the following conditions are met:

• The request is submitted within 5 days of receipt;
• The product has not been opened or used;
• The protective seal, if any, is intact;
• The product is complete, in its original packaging, and in good condition;
• An OKEMIA proof of purchase (order number or confirmation) is provided.

We will confirm in writing whether the return is authorized before you ship the product. A return sent without prior authorization may be refused.

3. Ineligible products

OKEMIA primarily offers cosmetic and skincare products. For hygiene and safety reasons, we generally do not accept voluntary returns for:

• Opened or used products;
• Products whose protective seal has been removed;
• Products returned incomplete, damaged after receipt, or without their original packaging;
• Voluntary return requests made after the 5-day period;
• An individual incompatibility with a product (for example a texture, scent, or cosmetic result that does not suit you), when the product is not defective.

These exclusions apply to voluntary returns. They do not limit your rights when a product is defective, damaged on arrival, or not as ordered.

4. Defective, damaged, or non-conforming products

Contact us as soon as possible if:

• The product received is defective;
• The product is damaged on arrival;
• The wrong product was shipped;
• The product received does not match the confirmed order.

To help us review the situation, please provide:

• Your order number;
• A description of the issue;
• Photos of the product, packaging, and, if applicable, the shipping label.

Each situation is reviewed individually. Depending on the case, we may offer a replacement, store credit, a partial refund, or a full refund, in accordance with applicable laws.

If a product exceptionally becomes unavailable after an order has been confirmed, we will contact you to propose an appropriate solution, which may include a refund for the unavailable product.

5. How to request a return

1. Email secretdelinbeaute@gmail.com or message us on WhatsApp at +1 514 260-6372.
2. Include your name, order number, the product(s) concerned, and the reason for the request.
3. Wait for our written confirmation before returning anything.
4. If the return is authorized, we will provide the return address and shipping instructions.
5. Pack the product securely, in its original packaging, and keep your proof of shipment.

Do not send a product without prior authorization.

For a voluntary return, return shipping costs are generally the customer's responsibility, where permitted by law. For a defective product, a product damaged on arrival, or a product shipped in error, we will explain the next steps, including, where applicable, coverage of return shipping.

6. Refunds

When a refund is approved:

• It is issued using the original payment method used for the order;
• The time it takes to appear in your account may vary depending on your financial institution or payment provider;
• Applicable taxes on the refunded amount are generally included in the refund, based on the original order.

Where permitted by law:

• Initial shipping fees may be non-refundable in the case of a voluntary return;
• Fees associated with a voluntary return (shipping back to OKEMIA) may be your responsibility and non-refundable;
• The refund may correspond to the price of the returned and accepted products, minus any applicable non-refundable fees.

Promotions, discounts, and promotional codes already applied to the order are taken into account when calculating the refund. A promotion that has ended cannot be applied retroactively.

7. Shipping and packages

Orders are generally prepared within 1 to 2 business days after payment confirmation. Shipments are primarily made with Canada Post.

If Canada Post shows that your package was delivered but you have not received it, first check with household members, neighbours, your building reception, and any secure locations where the carrier may have left the package.

If the package remains missing, contact OKEMIA promptly. We can help with the appropriate steps with Canada Post. Each situation will be reviewed individually.

When a package is returned to OKEMIA due to an incorrect or incomplete address, an unclaimed package, or a refused delivery, we will contact you to determine the next steps. Additional shipping charges may be billed when the situation is attributable to information provided by the customer or to an unclaimed package, where permitted by law.

Shipping rates (Quebec $20, rest of Canada $25, United States $30 plus applicable taxes, Europe €25 or CAD $43, free shipping in Canada from $250) are provided for information. Exact fees are confirmed at checkout.

8. Consumer rights

Nothing in this Policy is intended to exclude or limit a right or remedy granted to a consumer where that right cannot legally be excluded, including under applicable laws in Quebec and Canada.

If there is a conflict, rights provided by law take precedence.

9. Contact us

For any question, return request, or concern about a refund: