You have no items in your shopping cart.
You have no items in your shopping cart.
Buyer The person who buys or agrees to buy the goods from the seller
Conditions The terms and conditions of sale as set out in this statement and any special terms and conditions agreed in writing by the seller.
Goods The articles that the buyer agrees to buy from the seller.
Price The price for the goods, excluding any carriage, packaging, and insurance costs.
Seller: OQ Novvos Limited
HQ: BNC Global
These conditions shall form the basis of the contract between the seller and the buyer in relation to the sale of goods. To the exclusion of all other terms and conditions including the buyer’s standard conditions of purchase or any other conditions which the buyer may purport and apply under any purchase order or confirmation of order or any other document.
All orders for goods shall be deemed to be an offer by the Buyer to purchase goods from the Seller pursuant to these conditions.
Acceptance of delivery of the goods shall be deemed to be conclusive evidence of the buyer’s acceptance of these conditions.
These conditions represent the whole of the agreement between the seller and the buyer. They supersede any other conditions previously issued.
The price shall be the fixed price quoted on the seller’s confirmation of the webshop. The price is the exclusive delivery cost. The Delivery cost is quoted separately.
The buyer shall pay all invoices in full and not exercise any rights of set-off or counter claim against invoices submitted by the seller.
The quantity and description of the goods shall be as set out in the seller’s confirmation of order.
The quantity and description together with photographic images as displayed on the web shop are indicative. This is used to provide as much detail as possible but may, from time to time, contain variances.
We strongly recommend that the given products are used solely by licensed professionals who are trained and experienced with these products. We don’t have information about the medical histories and health conditions of our customers that’s why we don’t offer any instructions to manage or on usage of our products, medical aesthetics, and devices. We also recommend to kindly consult a medical professional for any doubts or concerns about the usage of these products. Kindly be aware, for any damages or any reaction due to the improper usage of these products, Ace cannot hold responsibility.
The seller warrants that the goods will at the time of delivery correspond to the description given by the seller in the confirmation of the order
Delivery of the goods shall be made to the buyer’s address indicated in his/her account and as agreed in advance of any delivery agreement. The buyer shall make all arrangements necessary to take delivery of the goods on the day notified by the seller for delivery.
The tracking number will be sent to the buyer separately via e-mail. The buyer shall track his/her parcel and be at home at the time of delivery to sign and accept the goods.
All the goods pass through customs inspections and it is a completely normal case.
In reference to Cross Border VAT e-commerce modernization
We would like to inform you that products purchased online from overseas platforms are subject to import tax. Therefore, your purchases from AceCosm may fall in the category, and depending on your country you might have to pay taxes. Please be aware that your order amount with us does not include taxes.
Toxins and Saxenda pens are packed in a styrofoam box with ice packs. In case the ice packs are melted during the shipment, the temperature remains below 8°C, as the package is well insulated and no air can get inside it.
This temperature is acceptable for up to 4 weeks.
However, during the summer season despite proper packaging, products may arrive in relatively warm or even hot conditions. Based on our experience and test results, there is a possibility of the product losing its efficiency by up to 10%. We do not accept return or refund requests caused by temperature. Please proceed with the purchase at your discretion.
If, for any reason, we need to put your order ON HOLD (meaning it will not be shipped until we receive your response), we require you to provide a response within 24 hours. If we don't receive a response within that time frame, we will proceed with shipping your order in its original state.
Additionally, there may be instances where we contact you via email regarding an OUT OF STOCK issue. This occurs when you place an order on our website and an OUT OF STOCK issue arises within 24 hours. If we don't receive a response from you within 24 hours, we will proceed with shipping the remaining products, excluding the out of stock items. We will also provide a store credit refund for the value of the items that couldn't be shipped due to lack of inventory.
If you would like to make a claim for missing items, a video of your unpacking process is needed.
If you have not received your parcel, we recommend this instruction as follows.
Please track the parcel with the tracking number you received.
If the logistics website says your parcel is at the pickup location, you should contact your local carrier directly. If the parcel is awaiting the customer at the pickup location but the recipient has not picked it up and the parcel was returned, we do not compensate it in any way.
*We accept claims within 30 days from the delivered date if your package has been delivered to the wrong address.
We will automatically send a tracking information email to the email address registered on our website when your package leaves the warehouse. After that, you will need to personally track the shipment and check the delivery status. If you do not receive the tracking information email, please contact us within 3 days. All claims related to delivery must be submitted within 30 days after the package has been shipped.
If there is an issue with your package, we will either be contacted by the shipping company first or, if you contact us first, we will send an email to the email address registered on our website within 24 hours. If we do not receive a response from you within 72 hours, we will request a return the package to us, and we will refund the remaining amount, excluding all shipping fees, in the form of store credit. In case of discard, you will not get any refund.
If you cannot track your parcel for reasonable reasons at least after three days after the shipping date, contact us at firstname.lastname@example.org.
Once we receive an email, we will ask the logistics to investigate your parcel.
IMPORTANT! Investigation can take up to two weeks. We can take no action before 14 days for your case.
We only initiate the refund, return or replacement process in cases such as given below:
Prior to shipment, we thoroughly check the quality and quantity of all products in our warehouse and pack them appropriately.
We record the packaging process with a video camera. Therefore, if you receive a product that is not properly delivered, we will verify the matter with the warehouse and, if it is our mistake, we will provide a free re-delivery or a refund for missing items.
However, if we have verified that the product has been properly shipped from our side, we will not be able to provide free re-delivery or a refund. We will provide a copy of the recorded video upon request.
If you claim that you have not received the product properly, we will require an unboxing video of the product to process your request.
The information about the issue should be provided within 30 days of the delivery date via email at email@example.com. After this period, if no problem is reported, we will consider the transaction closed. Please send us a short video of the product, which we will review with our manufacturer and provide you with relevant information. If the issue is deemed acceptable, we will cover the shipping fee for re-shipping the items.
A refund is available when the customer contacts us regarding returning items within 30 days of the delivery date.
We can accept the products back if they are unopened, undamaged, and in original packaging.
We don't accept issuing refunds regarding the expiration date is short to use the product.
We make sure that the product has a sufficient expiration date before shipping it.
Therefore, if all products are more than 3 months away from the delivery date, you should just use them.
The recipient has to arrange the delivery date with the carrier if the recipient has a plane to be out of town for a long time. In such a case, we are not able to assist once the package is shipped from our warehouse and we do not accept refunds for this reason.
How to claim a refund if the product doesn’t result in the desired outcome?
AceCosm receiving baseless claims for refunds and replacements lately, therefore please be advised that all products sold on AceCosm are intended for use by medical professionals. In case of wrong or improper usage by an unskilled or uncertified person, which might result in undesired performance and outcome, AceCosm does not bear any responsibility in relation to product performance. To claim a refund, AceCosm requires to provide a full video recording of unpacking and procedure done with the given product, which supports the customer’s claim and helps identify the cause of the problem. If a video recording is not provided, no refund is available.
Received a damaged box
All products are well packed and shipped on our side. Unfortunately, we cannot control shipping companies, and can't compensate for the reason why the box is damaged. When you received a damaged package but the product inside the box is not damaged it does not count as a damaged item. Thus, there is no refund/store credit/replacement. When the product inside the box is damaged, then we can accept claims.
Received a broken/damaged saline
We’re offering saline for free if you order some products which need to be mixed with saline. However, there is a possibility for the package of saline to be missing, broken, or damaged during the shipment. Offering free saline is our favor to help use products that need to be mixed with saline. But in case of missing, damaged, or broken vials, we do not compensate the amount of money with saline as a credit in your Wallet or do not reship it. Saline is widely available in the pharmacy, and you can purchase it in your local pharmacies or online shops. In case you paid $3 for saline, we will cover it as a store credit or reship it with your next order if it is missing, damaged or broken since the re-shipping fee for solely saline is highly expensive. However, we will do our best to prevent this from happening by packaging well. If it happens, we hope for your kind understanding.
The package is held at customs.
It is the responsibility of the customer to handle any customs-related issues that may arise. This may include submitting necessary licenses or documents required by customs. However, we understand that this process can be complex and time-consuming, which is why we are happy to offer assistance to our valued customers.
If the package gets stuck in local customs and is not released, there are two possibilities that the recipient should pay the tax fee, or the package was refused by customs. If the problem is a tax fee, it should be released by paying this fee from the receiver.
We understand that dealing with customs issues can be challenging so we are willing to assist you in resolving this issue. Once we confirm that your package has been held by customs, we will immediately send an email to ask which option you prefer: Free-reshipping or Full refund. We kindly request you to provide a definite response to our email, asking your preference, within 72 hours.
- If we do not receive a response from you within 72 hours and this is the first time your package has been held by customs, we will reship your package automatically.
- If we do not receive a response from you within 72 hours and this is not the first time your package has been held by customs, we will issue a refund of your order as the store credit in AceCosm wallet.
We will offer you reshipping for free up to two times whenever your package is stuck in customs. However, if your package is stuck in customs again, even after the third reshipping, we will process a refund you excluding the shipping fee of $30. Please be reminded that we are not responsible for any exchange rate differences that may occur during the refund process.
Once we confirm that the payments or orders were made in duplicate due to the customer’s mistake, we will promptly notify the customer by email to check and reply within 24 hours.
If it is confirmed that the payments were made in duplicate due to the customer’s mistake, the one of the payments will be credited to your store credit in AceCosm wallet.
If we confirm that the same order was placed twice, we will first ship one of them and keep the other one ‘on hold’ until we receive customer’s response. If we do not receive a definite answer from you within 24 hours, the last of duplicated orders will be refunded as a store credit.
Received defective product
If only one product in the box is damaged, we will refund you for the damaged product(s). To receive a full refund, please send a picture or video of each damaged product. This information is necessary to compensate the manufacturer, so we need your cooperation.
For a return or refund, you can contact firstname.lastname@example.org which includes a picture of the damaged or unopened product and the reason or information regarding the mentioned product.
The buyer shall be deemed to have accepted the goods 24 hours after delivery to the buyer.
The buyer shall carry out a thorough inspection of the goods as soon as practically possible of delivery and shall give verbal or emailed notification to the seller on the day of delivery of the goods of any defects which a reasonable examination would have revealed.
Where the buyer has accepted or has been deemed to have accepted the goods the buyer shall not be entitled to reject goods which are not in accordance with this statement.
The buyer shall take all the risks by ordering from the website.
Risk shall pass on delivery of the goods to the buyer’s address.
Until title passes the buyer shall hold the goods as bailee for the seller and shall store or mark them so they can at all times be identified as the property of the seller.
The seller may maintain an action for the price of any goods notwithstanding that title in them has not passed to the buyer.
You can review the most current version of the Terms of Service at any time on this page.
We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.
The review section is intended to make us have a better service. If you have any inconvenience with our service, please kindly leave your feedback. However, the reviews that contain other vendors' names or products that are not included in our list, will be automatically deleted from this section.
IMPORTANT. After you write a review, your first name will be appeared on our reviews section, for privacy concerns we will not display your full name.
Please, kindly understand.
Pictures and videos you kindly share with us will be displayed on each product's review sector.
Shared pictures and videos can be our marketing sources and they can be posted on our social media channel as marketing material. The eyes part of the picture will be hidden.
In order to upload your review, you have to agree to our terms. We do not contact you in advance when your pictures or videos are used and posted.
We cannot accommodate requests to ship orders at a later date than the initial purchase date during a sale. This would cause an inventory error.
Any special request for shipping is not acceptable. If you find it difficult to receive the package on time, you will have to contact the delivery company directly to resolve the issue. We do not offer refunds or re-delivery if you are unable to receive the goods due to personal reasons.
During the sale period, you need to place the order directly by yourself on our website. Due to large amount of orders, we are not able to help you to generate any invoice.
We will not be able to cancel your order once it has been paid and confirmed.
It is not possible to add or remove products from your original order. This is to prevent any possible mistakes.
If the saline you purchased is missing from your package, we will refund the corresponding amount of $3 as store credit. However, we do not provide any form of compensation for the free saline given to you.
Combining two orders is not available in order to prevent possible mistakes. Please make sure to add all products to your cart and submit as one order.
Please ensure that payment is completed within 7 days of placing an order. if not, the order will be deleted from the history.
Due to the large number of orders during the sale, shipping delays may occur.
Make sure to place your order during the sale! If you submit your order before or after the sale period, we won't be able to give you the additional discount.
The tracking information for your package may become available within 24 hours after you receive the tracking number by email.
Before placing your order, please make sure you have applied a 10% discount. Emails associated with "have not received a discount" or "didn't apply a discount code" will be IGNORED..
Please make sure to input the correct address as we cannot update the shipping address while the sale is in progress.
Make sure you choose the right option for your shipping purposes «signature required» or «signature not required»
We won't be able to add complimentary gifts like free samples or masks during the sale.
Customer requests made on a memo cannot be accommodated during the sale. (For instance: adding more ice, removing free samples or masks, “ship via FedEx or UPS”, “Leave at the porch” etc.
During the sale period, all products we send will have a minimum of 3 months remaining until expiration. We recommend using our products immediately upon receipt, and if you do not plan to use them within 3 months, please consider placing your order at a later time. Returns or refunds will not be possible due to short expiration dates.
During the sale some products might be out of stock, we can offer store credit in the same amount, a replacement, or a refund.
If a refund is requested after the end of the sale, we will refund the amount that you paid during the sale period.
Questions about the Terms of Service should be sent to us at email@example.com