Refund Policy – Lauragellen

At Lauragellen, we want you to feel confident in every purchase of our mature skin-focused cosmetics—from foundation and primer to blush, eyeshadow, and multi-piece sets. This Refund Policy outlines the terms, conditions, and steps for requesting and receiving refunds, ensuring transparency and fairness as you find the perfect beauty solutions for your needs.

1. Eligibility for Refunds

To qualify for a refund, your request must meet the following criteria—tailored to the unique needs of cosmetics shoppers:

Timeframe: You must initiate the refund request within 30 days of the delivery date (confirmed by your shipping tracking number). Requests submitted after this window will not be approved, unless the product is damaged, defective, or incorrectly sent by Lauragellen (see Section 4 for these exceptions).
Product Condition: Returned items must be in their original, unused, and unaltered state—critical for cosmetics to ensure safety and quality for all customers. This means:
No swatching, testing, or application (e.g., foundation tubes must remain sealed, eyeshadow palettes must be unopened or free of any brush marks).
All original packaging, tags, and free gifts (if included with your order) must be intact and returned.
Products must not be damaged, stained, or contaminated (e.g., no spilled primer, no broken blush compacts from mishandling).
Exceptions: The following items are non-refundable, unless they arrive damaged or defective (due to our error):
Final sale items (clearly marked “Final Sale” on the product page).
Personalized products (if applicable, e.g., custom-engraved makeup tools).
Opened or used cosmetics (with the exception of products that cause adverse skin reactions—see Section 5 for details).

2. How to Request a Refund

Follow these simple steps to submit a refund request—designed to minimize hassle for our customers:

Initiate Contact: Send an email to our customer service team at [email protected] with the subject line “Refund Request ”. Include the following key details to speed up processing:

Your full name and the order number (found in your order confirmation email).
The name, SKU (if visible), and quantity of the product(s) you want to refund (e.g., “Hydrating Mature Skin Foundation – Shade Light 2”, “Blush & Bronzer Multi-Piece Set”).
A clear reason for the refund (e.g., “Shade too dark for my skin tone”, “Formula caused dryness”, “Received wrong eyeshadow palette”).
For damaged/defective products: Attach 2-3 clear photos showing the issue (e.g., cracked eyeshadow, leaking primer tube, missing product from a set) and a photo of the original packaging (if damaged during shipping).

Receive Return Instructions: Our team will review your request within 24-48 business hours. If approved, we’ll send you:

A pre-paid return shipping label (for U.S. orders) to cover return costs.
A dedicated return address and step-by-step packing guidelines (e.g., “Use bubble wrap to protect powder products like blush”).
For international orders: We’ll provide a return address, but return shipping costs may be your responsibility—unless the refund is due to our error (e.g., incorrect item sent).

Ship the Item Back: Pack the product(s) securely to prevent damage in transit (use the original box if possible, or a sturdy alternative). Attach the pre-paid label and drop the package off at the designated shipping carrier location (e.g., USPS, UPS). Keep a copy of the shipping receipt and tracking number—this helps resolve issues if the package is lost or delayed.

3. Refund Processing Timeline

We work to process refunds as quickly as possible, so you can get back to finding the right cosmetics for your mature skin:

Inspection Period: Once your returned package arrives at our warehouse, our team will inspect the items within 3-5 business days to verify they meet eligibility criteria (unused, original condition, no damage from mishandling).
Refund Initiation: If the inspection passes, we’ll initiate the refund to your original payment method within 1 business day of approval.
Refund Delivery: The time it takes for the refund to appear in your account depends on your payment provider:
Credit/debit cards: 5-7 business days (some banks may take up to 10 business days, depending on their processing cycles).
PayPal/Apple Pay/Google Pay: 2-3 business days (faster processing for digital payment methods).
Gift cards: Refunds to Lauragellen gift cards will be issued as store credit and sent to your email within 1 business day—you can use this credit immediately for future purchases.

Note: We cannot speed up the processing time set by your bank or payment provider. If you don’t see the refund after the expected timeline, contact your payment provider first—they can confirm if the refund is pending.

4. Special Refund Scenarios

We understand cosmetics for mature skin have unique needs, so we’ve outlined clear solutions for common issues:

4.1 Damaged or Defective Products

If you receive a product that’s damaged during shipping (e.g., crushed eyeshadow palette) or has a manufacturing defect (e.g., primer that separates, blush that crumbles easily), you’re eligible for a full refund (including original shipping costs)—no need to pay return fees. To qualify:

You must contact us within 7 days of delivery (not the 30-day general window).
You must provide photos of the damage/defect and packaging (as noted in Section 2).
For severely damaged items (e.g., a multi-piece set with broken products), we may waive the return requirement and process the refund immediately after verifying the issue.

4.2 Incorrect Items Shipped

If we accidentally send you the wrong product (e.g., the wrong foundation shade, a different multi-piece set than ordered), we’ll:

Cover all return shipping costs for the incorrect item.
Process a full refund (if you don’t want a replacement) or send the correct item for free (if in stock).
Resolve the issue within 3-5 business days of you contacting us—just reach out within 7 days of delivery to report the error.

4.3 Adverse Skin Reactions

Your skin’s health is our priority. If a Lauragellen product causes an adverse reaction (e.g., redness, irritation) after first use, you may still qualify for a refund—even if the product is opened. To request this:

Contact us within 14 days of delivery and describe the reaction (e.g., “Foundation caused itching on my cheeks”).
Provide photos of the reaction (if comfortable) and confirm you followed the product’s application instructions.
We may ask you to return the remaining product (with a pre-paid label) for inspection, then process your refund once confirmed.

5. Refund Exclusions

The following scenarios are not eligible for refunds, to protect both our customers and brand integrity:

Items returned after the 30-day window (unless covered by Section 4).
Products that are used, swatched, tested, or altered (e.g., a foundation tube that’s been opened and applied).
Final sale items (marked “Final Sale” on the product page).
Products damaged due to improper use or mishandling (e.g., a blush compact dropped by the customer).
Shipping costs for international returns that are not due to our error.
Refunds for items lost or stolen during transit (contact the shipping carrier for claims—we’ll provide tracking information to assist).

6. Questions About Refunds

If you have questions about your refund status, eligibility, or the process, contact our customer service team at [email protected] with your order number and refund request details. We’ll respond within 24-48 business hours and keep you updated until your refund is resolved.

At Lauragellen, we stand behind our commitment to mature skin beauty—this Refund Policy is designed to be fair, transparent, and focused on your satisfaction. We want you to find cosmetics that make you feel confident, and we’re here to help every step of the way.