1. Scope and relationship to other policies.

This policy explains when a customer may return a product, how a return is initiated, what condition the product must be in, who pays for return shipping, how refunds are calculated, how long a refund takes, and what remedies are available for defective or damaged products. It applies to every order placed through this store. It should be read together with the Shipping Policy, which explains what happens when a parcel is lost or damaged in transit, and the Customer Service Policy, which explains how to reach support.

2. The sixty-day return window.

A customer may request a return within sixty calendar days of the delivery date. The delivery date is the date the carrier records the parcel as delivered to the address provided at checkout. If the carrier does not provide a delivery scan, the delivery date is presumed to be the date on which the estimated transit window ends, unless the customer can show that delivery occurred later.

The sixty-day window is measured from delivery, not from the order date. An order may spend several days in processing and transit before delivery. A customer who receives a parcel on the sixtieth day after the order date still has sixty days from delivery to request a return. The store does not shorten the window based on the order date.

A return request is timely if the customer contacts support through the Contact page before the sixtieth day after delivery and provides the information requested for a return authorization. The customer does not need to have shipped the product back by the sixtieth day; the request must be initiated within the window. The store provides return instructions after the request is received and reviewed.

3. Eligibility: what can be returned and what cannot.

A product is eligible for return if it is unused, in its original condition, and in its original packaging. “Unused” means the product has not been applied to the body or hair, poured into another container, or otherwise consumed. A bottle that has been opened but not used may be eligible if the seal is intact or if the customer can show that the product was not used. A product that has been used, even partially, is generally not eligible for a change-of-mind return, because it cannot be resold and because personal-care products are subject to hygiene considerations.

The following categories are not eligible for a change-of-mind return: products that have been opened and used, products without original packaging, products returned after the sixty-day window, products purchased for resale, and products that were marked as final sale at the time of purchase. If a product was marked final sale, that designation is stated on the product page before purchase.

Defective or damaged products are treated differently. A product that arrives damaged, or that has a manufacturing defect, is eligible for a replacement or refund regardless of whether it has been opened, provided the customer contacts support within a reasonable time after discovering the issue and provides a description and, where possible, photographs. A product that causes an adverse skin or scalp reaction is also treated as a potential defect; the customer should discontinue use and contact support, and the store may request information about the reaction to process the claim. The store does not resell returned products that have been opened or used.

4. How to initiate a return.

A return must be initiated through the Contact page. The customer should provide the order number, the product name, the reason for the return, and the delivery date if known. The store will respond with a return authorization and instructions for shipping the product back. The customer should not ship a product back before receiving a return authorization, because a return without authorization may not be tracked to the correct process and may delay the refund.

The store aims to acknowledge a return request within one business day and to provide return instructions within two business days for non-complex requests. If the request requires additional information—for example, if the customer is reporting a defect and the store needs photographs—the process may take longer, and the customer will be told what is needed.

5. Return shipping costs.

The store covers return shipping costs for returns that are approved as defective, damaged, or the result of a store error, such as the wrong item being shipped. For change-of-mind returns, the customer is responsible for the cost of return shipping. The store states clearly in the return authorization whether the return is being treated as a store-paid return or a customer-paid return, so there is no ambiguity.

The store does not charge a restocking fee on any return, whether the return is for change of mind or for a defect. The full product purchase price is refunded for eligible returns, subject to the deductions described in the next section. Original shipping charges are not deducted, because shipping is free on every order and there is no shipping charge to deduct.

6. Refund calculation and method.

For an eligible return, the refund amount is the product purchase price paid by the customer, excluding any amount that was paid for an item that is not returned. If the order included multiple items and only some are returned, the refund is limited to the returned items. If a discount was applied to the order, the refund reflects the discounted price actually paid for the returned item, not the pre-discount price. If the returned item was part of a multi-item promotion, the refund calculation will account for the promotional conditions; the store will explain the calculation in the return authorization if a promotion affects the refund.

Refunds are issued to the original payment method used at checkout. The store does not issue refunds in cash, by check, or to a different payment method unless the original method is no longer available and the customer provides a written request that the store can verify. The store does not issue store credit as a default; if a customer prefers store credit, that can be requested, but the default remedy is a refund to the original payment method.

All refunds are denominated in United States Dollars. If the customer’s card is issued in another currency, the refund is processed in USD and the card issuer converts it at the prevailing rate. The store does not control the conversion rate or any foreign-transaction fee imposed by the issuer, and the amount credited may differ from the original charge due to currency movement between the purchase and the refund.

7. Refund timing: five to ten business days after processing.

Once the store receives and inspects the returned product and confirms that it is eligible, the refund is initiated within five to ten business days. The five-to-ten-day period begins when the return is received and accepted, not when the customer ships the product back. The store sends an email notification when the refund is initiated, and the customer should retain that notification for reference.

After the store initiates the refund, the customer’s bank or card issuer may take additional time to post the credit. This is outside the store’s control. A refund initiated within the five-to-ten-day window may not appear on the customer’s statement for several additional days, depending on the issuer’s posting schedule. If the customer has not seen the credit within ten business days after receiving the store’s refund notification, the customer should contact their bank or card issuer before contacting the store, because the issuer can usually confirm whether the credit has been received and is pending posting.

If a refund is not received and the issuer confirms that no credit was received, the customer should contact support through the Contact page with the refund notification and the issuer’s response. The store will investigate and, if the refund was not successfully transmitted, reissue it.

8. Exchanges.

The store does not operate a traditional exchange process where a customer sends one product back and receives a different product in a single transaction. A customer who wants a different product should request a return for the original product and place a new order for the desired product. This is faster for the customer because the new order ships immediately rather than waiting for the return to be received and processed. The store will assist with this process and can time the new order so that the customer is not without a product for an extended period.

If a product is defective and the customer wants the same product as a replacement, the store may ship a replacement before receiving the return if the customer provides sufficient evidence of the defect and the store determines that an advance replacement is appropriate. The store may require a return of the defective product in some cases; if so, the store will provide a prepaid return label or instructions for a store-paid return.

9. Defective, damaged, or incorrect products.

A product is defective if it does not function as described, if it contains a foreign object, if the packaging is compromised in a way that affects the product, or if it causes an adverse reaction that the customer did not expect after reviewing the ingredient list. A product is damaged if it arrives broken, leaking, or otherwise unusable. An incorrect product is a product that differs from what was ordered.

For these situations, the customer should contact support through the Contact page as soon as possible after delivery, ideally within seven days, and provide a description of the issue and photographs where possible. The store may request that the product be returned for inspection, or it may issue a replacement or refund without a return if the evidence is sufficient. The store covers return shipping for defective, damaged, or incorrect products. The customer is not required to pay for return shipping in these cases.

If a product causes an adverse skin or scalp reaction, the customer should discontinue use immediately and seek medical attention if the reaction is severe. The customer should contact support to report the reaction and provide information about the product, the amount used, and the timing. The store may request the customer return the product or provide a sample if a manufacturing issue is suspected. The store does not sell or resell products that have been returned due to an adverse reaction.

10. Returns after the sixty-day window.

A return request received after the sixty-day window is not eligible for a change-of-mind refund. The store may, at its discretion, offer a partial refund or store credit for a late return if the product is unopened and the customer provides a reasonable explanation for the delay, but the store is not obligated to do so. A late return that is accepted is subject to the same inspection and refund process as a timely return.

A defective product discovered after the sixty-day window may still be eligible for a remedy if the defect is a manufacturing issue that could not have been discovered earlier. The customer should contact support and provide evidence of the defect. The store will evaluate late defect claims on a case-by-case basis. This provision does not extend the sixty-day window for change-of-mind returns.

11. Chargebacks and disputes.

A customer who has a concern about an order should contact support through the Contact page before initiating a chargeback with their card issuer. The store can usually resolve a shipping delay, a missing parcel, or a refund question faster than a card issuer’s dispute process, and the store has an interest in resolving the matter directly. If a chargeback is initiated without prior contact, the store will respond through the card issuer’s dispute process with the relevant order and shipping records.

A customer who initiates a chargeback after receiving a refund may be liable for the refunded amount if the chargeback is processed in addition to the refund. The store reserves the right to recover duplicate refunds.

12. Changes to this Refund Policy.

The store may update this policy to reflect changes in return handling, carrier arrangements, or legal requirements. The version of this policy in effect when an order is accepted governs that order. A customer who wants to confirm the terms that applied to a past order may contact support through the Contact page.