Returns

Return request period

You have a period of 14 calendar days from the receipt of the order to exercise your right of withdrawal. Requests submitted after this period will not be accepted.

Conditions for accepting a return

• The product must not have been opened or used.
• The original seal or cellophane must be intact (in perfumes, cosmetics, and care products).
• The original packaging must be in perfect condition.
• The request must be made through the official platform: https://isolee.outvio.com/.
• Return shipping costs will be borne by the customer, unless the return is due to an error by Isolée or a product defect.

Important: online returns only

Orders placed on the Isolée online store cannot be returned in physical stores.

Store staff can assist with inquiries but are not authorized to process returns. All returns must be made exclusively through https://isolee.outvio.com/.

Exceptions and non-returnable items

• Opened, used, or tested products.
• Perfumes without seal or cellophane.
• Unsealed makeup and care products.
• Manipulated, damaged, or altered items.
• Natural products with normal variations in color, smell, or texture (unless there are clear signs of spoilage reported within 48 hours with clear evidence).

Defective or transport-damaged products

• Issues must be reported within 48 hours of delivery.
• It is mandatory to send photos of the product, outer and inner packaging, and the product's weight on a home scale, along with a written statement.
• Manipulated or digitally modified evidence will not be accepted.

Return process

1. Request the return exclusively through: https://isolee.outvio.com/.
2. You will receive the necessary instructions once the request is approved.
3. Choose between our courier pickup service (cost borne by the customer) or ship it yourself with prepaid postage.
4. The product must be returned in its original packaging, unused and unmanipulated, with all tags.
5. Once the product is received and verified, the return will be confirmed.
6. The refund will be processed within a maximum of 30 working days via the same payment method (except for cash on delivery, which will be refunded via bank transfer).

Mandatory inspection before refund

No refund will be made without physically receiving the product and completing the corresponding inspection. Photos do not replace the physical return of the item.

Anti-fraud control and protection against suspicious claims

• All orders are weighed and photographed in the warehouse before shipping.
• Any claim of an “empty” package will be checked against this record and the carrier’s report.
• Accounts with recurrent or inconsistent claims may be restricted.
• Manipulated, empty, or altered returns will not be accepted. In such cases, Isolée reserves the right to reject the return and take legal action.

Promotional gifts and samples (GWP)

Gifts included in promotional campaigns are subject to availability.

• They are not guaranteed or claimable.
• Returns of these gifts are not accepted.
• If the order is returned, gifts must also be returned along with the main products.