At jonesroadbeaute, we want you to feel confident in every beauty purchase—whether it’s a cream blush, a tinted moisturizer, or a lipstick. This Refund Policy outlines the eligibility criteria, process, and timelines for requesting refunds, with special considerations for beauty products (e.g., hygiene standards, skin sensitivity). By placing an order on our website (the “Site”), you agree to comply with these terms.

1. Eligibility for Refunds

To qualify for a refund, your request and returned item(s) must meet the following criteria—tailored to the unique nature of beauty products:

  • Condition of Items:
  • Unopened & Unused Products: Items in their original, sealed packaging (e.g., unopened lipstick tubes, sealed foundation bottles) with intact tags, labels, and product seals are eligible for full refunds.
  • Opened Products: For hygiene and safety reasons, most opened beauty products (e.g., mascaras, lip glosses, liquid foundations with pumps, skincare serums) are not eligible for refunds—unless the item is defective (e.g., broken applicator, separated formula) or causes an adverse skin reaction (verified per Section 4). The only exception is if you received the wrong product (e.g., incorrect shade, wrong formula) due to our error.
  • Timeframe: You must initiate the refund request and return eligible items within 30 days from the date of delivery. This shorter window (compared to non-beauty products) ensures we can maintain hygiene standards for returned inventory.
  • Exceptions: The following items are non-refundable, regardless of condition:
  • Final Sale Items: Any product marked “Final Sale” on the Site (clearly indicated on the product page, often during promotions or limited-edition launches).
  • Sample Sizes: Complimentary or purchased sample-sized products (due to their single-use or small-volume nature).
  • Customized Items: Any personalized beauty products (e.g., monogrammed makeup bags, custom-blended foundation) unless defective.

2. How to Request a Refund

Follow these steps to initiate a refund for eligible items:

2.1 Submit a Refund Request

  • Contact our customer service team via the primary channel:
  • Email: [email protected]
  • Include the following details to speed up processing:
  • Your full name (as it appears on your order/account).
  • Unique order number (found in your confirmation email or account dashboard).
  • Product name, style number (if applicable), and reason for refund (e.g., “Wrong shade received,” “Defective mascara wand,” “Skin irritation from serum”).
  • For defective or reaction-related requests: Attach clear photos/videos (e.g., a broken lipstick, a photo of mild redness with product packaging) to verify the issue.
  • Our team will review your request within 1-2 business days and send a confirmation email with a unique Return Authorization (RA) Number if approved. The RA number is mandatory—returns without it will be rejected and returned to you.

2.2 Return the Item(s)

  • Once you receive your RA number, we’ll provide:
  • A pre-paid shipping label (no cost to you for eligible refunds—aligned with our commitment to seamless support).
  • Detailed return instructions, including the designated return address (optimized for beauty product handling to prevent damage in transit).
  • Package the item(s) securely:
  • For unopened products: Keep them in their original packaging (e.g., box, dust bag) to avoid damage.
  • For defective/incorrect opened products: Seal them in a clean, leak-proof container (e.g., a zip-top bag) to prevent spills, then place in the original packaging.
  • Drop off the package at the specified courier location and retain the return tracking number—this lets you monitor delivery and confirm we receive the item.

3. Refund Verification and Processing

3.1 Receipt and Inspection

  • We’ll notify you via email once we receive your returned package (typically 3-5 business days after shipping, depending on your location).
  • Our quality control team will inspect the item(s) within 2 business days of receipt to confirm:
  • The item matches the order details (e.g., correct product, style number).
  • The condition meets eligibility criteria (e.g., unopened, defective, or incorrect).
  • For reaction-related returns: We may request additional details (e.g., date of first use) to verify the issue is product-related.

3.2 Refund Approval or Denial

  • Approval: If inspection confirms eligibility, we’ll send a “Refund Approved” email and initiate processing.
  • Denial: If the item fails inspection (e.g., opened non-defective product, missing packaging), we’ll send a “Refund Denied” email with a detailed explanation. We’ll arrange to return the item to you at no cost—you’ll get tracking info once shipped.

3.3 Refund Timeline and Method

  • Processing Time: Approved refunds are processed within 3-5 business days from inspection approval.
  • Refund Method: Refunds are issued to the original payment method (e.g., credit card, debit card, digital wallet) used for the purchase. We cannot transfer refunds to alternative methods for security.
  • Currency: All refunds are issued in the same currency as the original purchase (e.g., USD, EUR) — currency conversion fees (if applicable) are handled by your payment provider (jonesroadbeaute is not responsible for these fees).

4. Special Cases for Refunds

4.1 Adverse Skin Reactions

We understand beauty products can interact with sensitive skin—here’s how we support you:

  • If you experience mild to moderate irritation (e.g., redness, itching) within 7 days of first use:
  • Provide photos of the reaction (with product packaging) and details on usage (e.g., “Applied serum once nightly for 2 days”).
  • We’ll approve the refund (even for opened products) and may ask you to discard the product (for safety) instead of returning it (to avoid cross-contamination).
  • For severe reactions (e.g., swelling, blistering):
  • We recommend consulting a dermatologist first, then share a copy of the doctor’s note (if available) with our team. We’ll process the refund immediately and follow up to address any concerns.

4.2 Canceled Orders

  • If you cancel an order before it’s dispatched (typically within 24 hours of placement for in-stock items), we’ll issue a full refund within 3-5 business days of cancelation approval.
  • If the order has already been dispatched, follow the standard refund process (Sections 2-3) once you receive the item.

4.3 Lost or Damaged Returns

  • If your return package is lost in transit (per tracking), contact us with the return tracking number. We’ll verify with the courier and issue a full refund within 3 business days of confirmation—no need to resend the item.
  • If the return is damaged in transit (e.g., leaked foundation), we’ll inspect the packaging and product. If damage is due to courier handling, we’ll approve the refund; if due to improper packaging, we may deny it (we’ll share photos of the damage for clarity).

5. Non-Refundable Fees

  • There are no hidden fees for eligible refunds:
  • No restocking fees (even for unopened products).
  • No shipping costs for returns (pre-paid labels provided).
  • The only non-refundable cost is for shipping on original orders—if you paid for expedited shipping (if offered), this cost is not refunded (only the product cost is refunded).

6. Checking Refund Status

You can track your refund in three ways:

  • Email Notifications: We send updates at every stage (RA approval, package received, refund approved, refund processed).
  • Customer Service: Email [email protected] or call 1-800-JONES-BEAUTE with your order number and RA number for real-time updates.
  • Payment Provider: Once processed, your provider will show the refund as a “credit” or “pending credit”—allow 2-3 extra days for it to appear in your account (varies by provider).

7. Updates to This Policy

We may update this Refund Policy to reflect changes in beauty industry standards (e.g., new hygiene regulations), product offerings (e.g., adding skincare lines), or customer needs. When updated, we’ll revise the “Last Updated” date at the top and post the new version on the jonesroadbeaute website. Your continued use of the Site after updates constitutes acceptance of the revised terms.

For questions about refunds, contact our team at [email protected] or 1-800-JONES-BEAUTE—we’re here to ensure your beauty journey is smooth.