Refund Policy – Jonesroadbeauty

At Jonesroadbeauty, we want every customer to be fully satisfied with their makeup purchases. If you’re not happy with a product, our Refund Policy outlines clear guidelines for requesting and receiving refunds, tailored to the unique nature of beauty products (including hygiene and safety considerations). This policy applies to all orders placed directly through our website (jonesroadbeauty.com) — please read it carefully to understand your eligibility and next steps.

1. Eligibility for Refunds

To qualify for a refund, your request must meet the following criteria. We prioritize both your satisfaction and product safety, so requirements vary slightly by product condition:

1.1 Unused, Unopened Products

Timeframe: You must request a refund within 30 days of the delivery date (we verify delivery via your order’s tracking number).
Condition: Products must be in their original, unopened, and undamaged packaging (e.g., sealed lipstick tubes, unbroken eyeshadow palettes, intact product seals or labels). This ensures the product remains safe for future use (critical for makeup, which is applied to skin).
Exclusions: “Final Sale” items (clearly marked on the product page) are not eligible for refunds, as these are discounted for limited-time offers.

1.2 Defective or Damaged Products

Timeframe: Report defective or damaged items within 7 days of delivery — this allows us to quickly address quality issues.
Definition of Defects/Damage:
Defective: Products that don’t work as intended (e.g., leaking liquid lipstick, broken powder compact, expired formula, dried-out mascara).
Damaged: Products harmed during shipping (e.g., crushed palette, torn packaging, broken product due to poor transit handling).
Proof Required: You must provide clear photos or videos of the defective/damaged product and its original packaging. This helps us verify the issue and improve our quality control or shipping processes.

1.3 Exceptions (No Refunds)

We cannot offer refunds for:

Used, opened, or swatched products (e.g., tested foundation, swiped lipstick, opened eyeshadow pans) — this is for hygiene reasons, as used makeup poses health risks (e.g., bacteria transfer).
Products returned after the 30-day window (unless they are defective, in which case the 7-day rule applies).
Items lost or stolen during shipping (contact the shipping carrier directly for claims, as we provide tracking to help with this).
Orders canceled after they have been processed and shipped (follow our return process instead, then request a refund once the product is received).

2. How to Request a Refund

Follow these steps to submit a refund request — we’ve streamlined the process to make it as easy as possible:

Step 1: Contact Our Customer Service Team

Email us at [email protected]. Include the following details to avoid delays:

Your full name and order number (found in your order confirmation email).
The name and quantity of the product(s) you’re seeking a refund for.
Reason for the refund (e.g., “defective liquid lipstick”, “unopened foundation – wrong shade”).
For defective/damaged items: Attach clear photos/videos of the product and packaging.

Step 2: Receive a Return Authorization (RA) Number

Our team will review your request within 2 business days. If approved:

For unused/unopened products: We’ll send a unique Return Authorization (RA) Number and a pre-paid return shipping label (for domestic orders). For international orders, we’ll provide shipping instructions (you’ll cover return shipping costs, which are non-refundable).
For defective/damaged products: We may waive the return requirement (to save you time) and process the refund directly. If we need the defective product back for quality checks, we’ll cover all return shipping costs.

Step 3: Return the Product (If Required)

For unused/unopened products:

Package the product(s) securely, and clearly write the RA Number on the outside of the box (this ensures we link your return to your order).
Ship the package to the address provided in our RA email.
Keep the return shipping tracking number — this lets you monitor delivery and confirm we receive your package.

3. Refund Processing Timeline & Method

We aim to process refunds quickly once we verify your request or receive your returned product:

3.1 Processing Time

For defective/damaged products (no return required): Refunds are processed within 3–5 business days of approving your request.
For unused/unopened products: Once we receive and inspect your returned package (usually 3–5 business days after delivery to our warehouse), we’ll approve the refund within 2 business days.

3.2 Refund Method

Refunds are issued to your original payment method (e.g., credit card, PayPal, debit card). This ensures the funds go back to the account you used to make the purchase, reducing fraud risk.

3.3 Time to Receive Funds

The time it takes for funds to appear in your account depends on your bank or payment provider:

Credit/debit cards: 5–7 business days (some banks may take up to 10 days, especially for international transactions).
PayPal: 1–3 business days (funds are often available faster than card refunds).

We’ll send you an email confirmation once the refund is processed — if you don’t see the funds after the expected timeframe, contact your bank or payment provider for updates.

4. Refund for Canceled Orders

If you cancel an order before it’s processed or shipped, we’ll issue a full refund within 2–3 business days of canceling. To cancel:

Email us at [email protected] with the subject line: “Order Cancellation” within 24 hours of placing the order.
If the order has already been shipped, you’ll need to return the product (per Section 2) and then request a refund.

If we cancel an order (e.g., due to stock shortages, payment errors, or invalid shipping address), we’ll notify you via email and issue a full refund to your original payment method within 3 business days.

5. Refund for Missing or Delayed Orders

Missing Orders: If your package shows “delivered” but you haven’t received it, first check with your local shipping carrier or neighbors (carriers sometimes leave packages with nearby residents). If it’s still missing, contact us within 5 days of the “delivered” status — we’ll help investigate. If the package is confirmed lost, we’ll issue a full refund or send a replacement (your choice).
Delayed Orders: If your order is delayed beyond the estimated shipping time (e.g., international orders stuck in customs), we’ll work with the carrier to resolve the issue. If the delay exceeds 14 days (domestic) or 21 days (international), you may request a refund.

6. Contact Us for Refund Questions

If you have questions about your refund status, eligibility, or need help with a request, email our customer service team at [email protected]. We’ll respond within 24–48 business hours and keep you updated until your refund is resolved.

At Jonesroadbeauty, we believe refunds should be fair and hassle-free. We’re committed to making sure you feel confident in your purchases — if something isn’t right, we’ll work to fix it quickly.