Refund Policy – Jonesroadbeauty

At Jonesroadbeauty, we want you to be fully satisfied with your purchase of our clean beauty products. If you’re not happy with your order, our refund policy is designed to be simple, fair, and transparent. This policy outlines the eligibility requirements, process, and timelines for requesting and receiving refunds.

1. Refund Eligibility

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

  • Timeframe: The refund request must be initiated within 60 days of the delivery date of your order. Requests made after this 60-day window will not be accepted, unless required by applicable law.
  • Product Condition: The product(s) being returned must be unused, unopened, and in their original condition—including all original packaging, tags, seals, and accessories (if applicable). Products that have been used, opened, damaged (not due to shipping), or altered will not be eligible for a refund.
  • Valid Proof of Purchase: You must provide a valid proof of purchase, such as your order number (found in your order confirmation email) or a copy of the shipping label. This helps us verify your order details and process your request efficiently.
  • Exceptions: Custom or personalized products (if offered) are non-refundable, as they are made specifically for your requirements. Additionally, gift cards (if available) are not eligible for refunds, unless required by law.

2. How to Request a Refund

Follow these steps to initiate a refund request:

  1. Contact Customer Service: Email our customer service team at [email protected] with the following information:
  • Your full name and the email address associated with your order.
  • Your unique order number.
  • The name(s) of the product(s) you wish to return for a refund.
  • A brief explanation of why you’re requesting a refund (e.g., “product not as expected,” “unwanted gift”).
  • Photos of the product(s) and packaging (if the product was damaged during shipping or arrived incorrect).
  1. Receive Return Authorization (RA): After reviewing your request, our team will email you a Return Authorization (RA) number within 24–48 business hours (Monday to Friday, excluding holidays). This RA number is mandatory for processing your refund—please include it on the outside of your return package.
  2. Ship the Product(s) Back: Package the eligible product(s) securely (we recommend using the original shipping box if possible) and ship them to the address provided in the RA email. You are responsible for the cost of return shipping, unless the refund is due to our error (e.g., shipping the wrong product, damaged product during delivery). We strongly recommend using a trackable shipping method, as Jonesroadbeauty is not liable for lost or misplaced return shipments.

3. Refund Processing Timeline

Once we receive and inspect your returned product(s), we will process your refund according to the following timeline:

  • Inspection Period: Our team will inspect the returned product(s) within 3–5 business days of receipt to confirm they meet the eligibility criteria.
  • Refund Approval/Rejection: If the product(s) are eligible, we will approve your refund and notify you via email. If the product(s) do not meet the criteria, we will email you to explain why the refund was rejected and inform you of next steps (e.g., returning the product(s) to you at your expense).
  • Refund Disbursement: Approved refunds will be processed within 5–10 business days of inspection. The refund will be issued to the original payment method used for the purchase (e.g., credit card, debit card, PayPal).
  • Payment Provider Processing Time: Please note that the time it takes for the refund to appear in your account may vary depending on your payment provider. Most credit card issuers take 1–3 business days to reflect the refund, while PayPal or other digital wallets may take up to 7 business days. We cannot speed up this process, as it is controlled by your payment provider.

4. Refund Amount

The amount of your refund will be based on the following:

  • Full Refund: If the entire order is returned and meets the eligibility criteria, you will receive a full refund of the purchase price (in USD, the currency used for the original transaction). This includes the cost of the product(s) but does not include any original shipping costs—unless the refund is due to our error (e.g., wrong product, damaged during shipping).
  • Partial Refund: If only a portion of your order is returned and meets the eligibility criteria, you will receive a partial refund equal to the purchase price of the returned product(s), minus any applicable fees (if any).
  • No Refund for Return Shipping: Unless the refund is due to our error, we do not refund the cost of return shipping that you incur when sending the product(s) back to us.

5. Special Cases for Refunds

5.1 Damaged or Incorrect Products

If you receive a product that is damaged during shipping or is not the product you ordered (e.g., wrong shade, wrong item), please contact us immediately (within 7 days of delivery) with photos of the product, packaging, and shipping label. We will:

  • Arrange for a free return shipping label (so you do not incur any shipping costs).
  • Process a full refund for the damaged/incorrect product(s) once we receive the item(s), or
  • Reship the correct product(s) to you at no additional cost (if you prefer a replacement instead of a refund).

5.2 Missing Orders

If you do not receive your order within the estimated 6–12 business days of shipping, contact our customer service team with your order number and tracking number (if provided). We will investigate the status of your order with the shipping carrier. If the order is confirmed lost, we will process a full refund within 5–10 business days or reship the order—whichever you prefer.

5.3 Holiday Periods

During peak holiday periods (e.g., Christmas, Black Friday), refund processing times may be extended by 1–2 business days due to higher order volumes. We will post updates on our website and notify you via email if there are any delays in processing your refund.

6. Questions About Refunds

If you have any questions or need assistance with your refund request, please contact our customer service team at [email protected]. We aim to respond to all refund-related inquiries within 24–48 business hours and will work with you to resolve any issues promptly.

Jonesroadbeauty reserves the right to modify this Refund Policy at any time. Any changes will be posted on this page with an updated “Last Revised” date. Your continued use of our website and services after the changes take effect constitutes your acceptance of the revised policy.