Jonesroadbeauto Refund Policy

At Jonesroadbeauto, we want you to be completely satisfied with your purchase of our mascaras, lip glosses, and clean beauty products. This Refund Policy outlines the terms and conditions for requesting a refund, ensuring a transparent and straightforward process for our customers. For any questions, contact our support team at [email protected].

1. Eligibility for Refunds

To qualify for a refund, your request must meet the following criteria:

1.1 Timeframe

Refunds must be requested within 30 calendar days of the delivery date of your order. Requests submitted after this period will not be approved, except in cases of damaged or defective products (outlined in Section 3).

1.2 Product Condition

Given the hygiene and safety standards required for beauty products (especially cosmetics applied to the eyes, lips, and skin), refunds are only granted for items that are:

  • Unopened, unused, and in their original, sealed packaging (e.g., unopened mascara tubes with intact seals, lip glosses in unbroken packaging, and unopened skincare products).
  • In resalable condition (no damage to packaging, labels, or product itself).

Note: Used, opened, or tampered beauty products cannot be refunded under any circumstances, as they pose potential hygiene risks for future customers.

1.3 Excluded Items

The following items are non-refundable:

  • Final sale or clearance products (marked “Final Sale” at checkout).
  • Limited-edition collections or custom-made products.
  • Gift cards (physical or digital).
  • Samples or promotional items included with purchases.

2. How to Request a Refund

Follow these steps to submit a refund request:

  1. Initiate the Request: Email our support team at [email protected]
  • Your full name, email address, and order number (found in your order confirmation email).
  • The name and quantity of the product(s) you wish to return for a refund.
  • A clear reason for the refund request (e.g., “Changed mind”, “Incorrect item received”).
  • Photos of the unopened product(s) and their original packaging (if requested by our team to verify condition).
  1. Receive Approval & Return Label: Our team will review your request within 2-3 business days. If approved, we will send a prepaid return shipping label to your email address, along with detailed instructions for packaging and shipping the item(s) back to us.
  2. Ship the Item(s): Package the eligible product(s) securely (preferably in the original shipping box) and attach the prepaid return label. Drop off the package at the designated carrier location within 5 business days of receiving the label—delays may result in your refund being denied.
  3. Inspection & Refund Processing: Once we receive and inspect the returned item(s) (typically 3-5 business days after delivery to our warehouse), we will confirm that they meet the refund eligibility criteria.
  • If approved: We will process the refund to your original payment method (e.g., credit card, debit card, PayPal) within 3-5 business days. The time it takes for the refund to appear in your account depends on your payment provider (usually 5-7 business days for credit cards, and 1-3 business days for PayPal).
  • If denied: We will notify you via email with a detailed explanation, and the item(s) will be returned to you at your expense (unless the denial is due to non-compliance with eligibility rules, in which case we may dispose of the item(s) for hygiene reasons).

3. Refunds for Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, or not what you ordered, we will prioritize resolving the issue promptly:

3.1 Eligibility

  • Damaged Products: Items that arrive with broken packaging, leaking contents (e.g., lip gloss tubes cracked during shipping, mascara wands bent), or physical damage to the product itself.
  • Defective Products: Items that do not function as intended (e.g., mascara that dries out immediately upon opening, lip gloss applicators that are broken, skincare products with unusual consistency or scent).
  • Incorrect Products: Items that do not match your order (e.g., wrong mascara shade, incorrect lip gloss type, or extra/unordered items sent by mistake).

3.2 Process for These Cases

  1. Notify Us Immediately: Contact our support team at [email protected] within 48 hours of delivery (for damaged/defective items) or 7 days of delivery (for incorrect items).
  2. Provide Documentation: Include your order number, photos/videos of the damaged/defective/incorrect product, and the original packaging (to verify the issue).
  3. Resolution Options: We will offer one of the following solutions at no cost to you:
  • A full refund to your original payment method (no need to return the item, as damaged/defective products may be unsafe to ship back).
  • A replacement product shipped to you free of charge.
  • A store credit (upon your request) for the full value of the item.

Refunds for these cases are processed within 3-5 business days of verifying the issue.

4. Additional Terms

4.1 Shipping Costs

  • Original Shipping Fees: Shipping costs paid for the initial order (standard or expedited) are non-refundable, unless the refund is due to our error (e.g., incorrect, damaged, or defective product).
  • Return Shipping Fees: For eligible refunds (Section 2), we provide a prepaid return label, so you will not incur return shipping costs.

4.2 Partial Refunds

Partial refunds may be granted in the following scenarios:

  • You return only a portion of your order (the refund will be calculated based on the value of the returned eligible items, minus any applicable fees).
  • The returned product’s packaging has minor damage (but the product itself is unopened and unused)—a 10-15% restocking fee may be deducted from the refund amount.

4.3 Cancellations & Refunds

If you wish to cancel an order before it ships, email us at [email protected] with your order number. If the order has not yet been processed, we will issue a full refund to your original payment method within 3-5 business days. Once the order has shipped, the standard refund policy (Section 1-2) applies.

4.4 Refund Status

To check the status of your refund, email our support team at [email protected] with your order number and refund request reference. We will provide updates on whether your request is pending, approved, or processed.

5. Contact Us

If you need assistance with a refund request or have questions about this policy, please contact us:

  • Email: [email protected]
  • Response Time: We aim to reply to all refund inquiries within 2-3 business days.

By purchasing from Jonesroadbeauto, you acknowledge that you have read and agreed to the terms of this Refund Policy. We reserve the right to update this policy periodically—changes will be posted on our website with a new effective date.