Can I return Caudalie cosmetics if they didn’t suit me or caused a reaction?

Under consumer protection laws, cosmetic products of proper quality are usually not eligible for return or exchange once opened, unless they have a defect.

This means that if a product simply “did not suit” your skin type or failed to deliver the expected results, returning or exchanging it is difficult, especially if the packaging has been opened.

However, if a cosmetic product causes an allergic reaction, irritation, or a worsening of skin condition, this is not just a matter of incompatibility—it is a product defect that appeared during normal use. In such cases, the law gives you the right to file a claim.

You may request a refund, an exchange for a similar product, or compensation for medical expenses if the reaction was serious and confirmed by a dermatologist.

If a negative reaction occurs, it is recommended to:
• document the symptoms and keep evidence of the reaction;
• stop using the product immediately;
• consult a doctor if necessary and obtain medical confirmation;
• contact the seller with a return or refund request, attaching the receipt and medical documents;
• if the seller refuses, request a written refusal and keep all correspondence.

When a seller avoids issuing a refund despite clear signs of a skin reaction, this constitutes a violation of consumer rights.

File a complaint on Xolvie describing the situation, the symptoms, and the seller’s refusal—this helps draw attention to the issue and defend your rights.