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Refund Policy

Phoenix Cosmetic Safety

Last Updated: [19/11/2025]

Phoenix Cosmetic Safety provides specialised cosmetic regulatory, safety assessment, and compliance services. Due to the technical, confidential, and custom nature of our work, most services and products are non-returnable and non-refundable once the order has been processed.

This policy outlines the circumstances under which refunds, credits, or replacements may be considered.

1. Non-Returnable Items & Services

Because our services require immediate allocation of assessor resources, software tools, and compliance processing, the following items are strictly non-returnable and non-refundable:

Digital & Regulatory Services

  • Cosmetic Product Safety Reports (CPSR)
  • Product Information File (PIF) creation or updates
  • EU/UK Responsible Person (RP) services
  • CPNP or SCPN submissions
  • Label compliance assessments
  • Regulatory consultancy
  • Ingredient and formulation reviews
  • Any document or report delivered electronically
  • Any service where work has already commenced

Customised & Technical Work

  • Tailored compliance documents
  • Bespoke formula assessments
  • Safety assessor hours allocated for your project
  • Customised notifications or filings with authorities
  • Document translations or data formatting
  • Corrections, amendments, or re-assessments after initial submission

Once work has started, refunds cannot be issued under any circumstances.

2. Service Cancellation Before Work Starts

You may request a cancellation within 24 hours of purchase only if:

  • No documents have been reviewed
  • No assessor has been assigned
  • No communication related to the service has commenced
  • No regulatory submissions have been initiated

If these conditions are met, a partial refund may be offered, minus administrative and processing fees.

After 24 hours, or if work has begun, the order becomes strictly non-refundable.

3. Refunds for CPSR & Compliance Services

These services involve confidential regulatory analysis and time-sensitive technical work performed by qualified assessors. Therefore:

  • CPSR, PIF, RP, CPNP, SCPN, and compliance services are non-refundable after purchase.
  • If you fail to submit formulas, SDS, or required documentation, this does not qualify for a refund.
  • Refunds are not issued for delays caused by incomplete or incorrect information supplied by the client.
  • Change-of-mind does not qualify for a refund.

If you cancel within 30 days and no work has started, a partial refund may be considered. After 30 days, no refunds will be issued under any circumstances.

4. Errors, Defects, or Missing Services

If we provide documentation containing:

  • A verified error caused by our team
  • A missing component from your purchased package
  • A technical mistake in a regulatory submission

You must notify us within 5 working days of receiving the file or service.

Upon verification, we may offer:

  • Corrections or amendments
  • Replacement documentation
  • Partial credit (in rare cases)

Claims submitted after this period may not be accepted.

5. Client-Supplied Information & Documentation

Phoenix Cosmetic Safety is not responsible for issues arising from:

  • Inaccurate or incomplete formulas
  • Incorrect ingredient percentages
  • Missing SDS or technical data
  • False or unverifiable documentation
  • Formula changes made after assessment
  • Mislabeling by the client
  • Manufacturing or stability failures

Refunds cannot be issued in any of these circumstances.

6. Delivery of Digital Files

All services are delivered digitally via:

  • Email
  • Client portal (if applicable)
  • Secure file sharing

Once files are sent to your email or shared electronically, they are considered delivered and fulfilled.

We are not responsible if:

  • You entered the wrong email
  • Emails landed in spam/junk folders
  • You failed to download or save your files in time

These situations do not qualify for refunds or replacements.

7. Chargebacks & Fraudulent Claims

Phoenix Cosmetic Safety maintains strict evidence logs of:

  • Time-stamped communications
  • Documentation progress
  • File deliveries
  • Assessor allocation and work logs

Fraudulent chargebacks or disputes will be contested with full documentation.

8. Contact Us

For all return, refund, or service-related enquiries, contact:

📩 support@phoenixcosmeticsafety.com
🌐 www.phoenixcosmeticsafety.com

Our team will review your request and respond promptly.