Jonesroadbeauty Refund Policy: Your Satisfaction, Our Commitment

At Jonesroadbeauty, we craft clean beauty products with care—and we want you to feel confident in every purchase. If a product doesn’t meet your expectations, we offer straightforward refunds to ensure a stress-free experience. This Refund Policy outlines the eligibility criteria, application process, and timelines for refunds, so you know exactly what to expect when requesting a return.

1. Refund Eligibility: What Qualifies for a Refund?

To qualify for a refund, your request must meet the following conditions—designed to protect both you and the integrity of our clean beauty products:

  • Timeframe: You must request a refund within 60 days of the delivery date (confirmed by the shipping carrier’s tracking information). Requests made after this period will not be accepted, except for defective or incorrect items (see Section 4).
  • Product Condition:
  • For unopened products: Items must be in their original, unopened packaging (with seals intact, if applicable) and include all original tags, inserts, or free gifts that came with the order.
  • For opened products: We understand you may need to test a clean beauty product (e.g., a sample of serum to check for skin sensitivity), but refunds for opened items are only approved if:
  • The product is less than 10% used.
  • There are no signs of misuse (e.g., contamination, damage from improper storage).
  • The product causes an adverse skin reaction (you may be asked to share photos of the reaction or a note from a dermatologist, if requested).
  • Excluded Items: The following products are non-refundable unless they are defective or we shipped the wrong item:
  • Final-sale items (clearly marked as “Final Sale” on the product page or during checkout).
  • Personalized products (e.g., custom-labeled gift sets).
  • Travel-sized or sample products (due to hygiene and size constraints).
  • Products that have been opened and used beyond 10% (to prevent contamination and ensure safety for other customers).

2. How to Request a Refund: Step-by-Step Guide

Requesting a refund with Jonesroadbeauty is simple—follow these steps to start the process:

Step 1: Initiate the Request

Contact our customer service team at [email protected] with the following information (missing details may delay your request):

  • Your full name (as it appears on your order).
  • Order number (found in your order confirmation email or account dashboard).
  • The name and SKU of the product(s) you want to refund.
  • Reason for the refund (e.g., “skin sensitivity,” “wrong product received,” “didn’t meet expectations”).
  • Photos (if applicable):
  • For unopened items: Photos of the original packaging and seals.
  • For opened items: Photos of the product’s current condition (e.g., amount used, any damage).
  • For defective items: Clear photos of the defect (e.g., broken pump, separated formula).

Step 2: Receive Return Instructions

Once we review your request (typically within 24–48 business hours), we’ll send you an email with:

  • A pre-paid return label (for all eligible domestic and international orders—we cover return shipping costs for valid refund requests).
  • Our return warehouse address (do not use the shipping address from your order—this ensures your package reaches the right team).
  • A unique Return Authorization (RA) number—write this number on the outside of the return package (missing RA numbers may result in lost packages or delayed processing).

Step 3: Ship the Product Back

  • Pack the product securely (use the original packaging if possible) to prevent damage during transit. For liquid products (e.g., serums, cleansers), wrap them in bubble wrap to avoid leaks.
  • Attach the pre-paid return label to the package (remove any old shipping labels first).
  • Drop off the package at the designated shipping carrier (noted in our email—e.g., FedEx, USPS, DHL for international orders).
  • Keep the return tracking number provided by the carrier—this lets you monitor delivery and helps us locate your package if there are delays.

3. Refund Processing: Timeline & Method

a. Processing Timeline

  • Warehouse Inspection: Our team will inspect your returned product within 3–5 business days of receiving it. We check for eligibility (e.g., condition, RA number, reason for refund) to ensure compliance with this policy.
  • Refund Approval/Rejection: We’ll email you within 2 business days of inspection:
  • If approved: Your refund will be processed immediately.
  • If rejected: We’ll explain the reason (e.g., product used beyond 10%, missing packaging) and offer to ship the product back to you (at your cost, unless the rejection is due to our error).
  • Refund Crediting: The time it takes for the refund to appear in your account depends on your original payment method:
  • Credit/debit cards: 5–7 business days (varies by bank or card issuer).
  • PayPal: 2–3 business days.
  • Apple Pay/Google Pay: 3–5 business days.

b. Refund Amount

  • Standard Refunds: You’ll receive a refund for the full purchase price of the product(s) (excluding any original shipping costs, unless the refund is due to our mistake—e.g., defective item, wrong order).
  • Promotional Orders: If you purchased the product using a discount code, gift card, or during a sale, the refund will be issued for the amount you actually paid (not the original retail price).
  • Tax Refunds: If taxes were added to your order, they will be refunded only if the entire order is being returned (or if the refund is due to our error). Tax refund timelines may vary based on local tax laws.

4. Special Cases: Defective or Incorrect Products

If you receive a product that is defective (e.g., broken packaging, faulty formula, non-functional components) or incorrect (e.g., wrong product, wrong shade, missing items), we’ll make it right with extra support:

  • Extended Timeframe: You can request a refund for defective/incorrect products within 90 days of delivery (extended beyond the standard 60 days to give you time to notice issues with formula or functionality).
  • No Condition Restrictions: Even if you opened or used the product (to test for defects), we’ll still process the refund—we only ask that you share photos of the issue to help us improve our quality control.
  • Fast Resolution: Defective/incorrect product refunds are prioritized. We’ll either:
  • Process a full refund (including original shipping costs) within 1 business day of verifying the issue.
  • Ship a replacement product for free (if you prefer a replacement over a refund) with expedited shipping.

5. Important Notes: Refund Exceptions & Limitations

  • Lost or Damaged in Transit: If your returned package is lost or damaged while being shipped back to us, we’ll work with the carrier to resolve the issue. If the package is confirmed lost, we’ll process a refund or send a replacement at no cost to you (no need to submit a new request).
  • Hygiene & Safety: We cannot accept refunds for products that show signs of contamination (e.g., finger marks in creams, diluted formulas) or improper use (e.g., stored in direct sunlight). This is to protect the health and safety of our customers and team.
  • Change of Mind After Use: We cannot refund products that you’ve opened, used beyond 10%, and simply changed your mind about—this policy aligns with industry standards for clean beauty and hygiene.

6. How to Check Refund Status

To track the progress of your refund:

  • Track the Return Package: Use the return tracking number to monitor delivery to our warehouse (via the carrier’s website).
  • Contact Us: Email [email protected] with your order number and RA number—we’ll share the latest update (e.g., “package received,” “refund processed”).

7. Contact Us for Refund Questions

If you have questions about this policy, need help with a refund request, or want to follow up on a pending refund, reach out to our team at:

  • Email: [email protected]
  • Subject Line: “Refund Request” or “Refund Status Inquiry”

We respond to all refund-related inquiries within 24 business hours (Monday–Friday) and are happy to clarify any details to make the process smooth for you.

At Jonesroadbeauty, we believe refunds should be as transparent and stress-free as our clean beauty formulas. We stand behind every product we create—and if it’s not right for you, we’ll do everything we can to make it right.

Thank you for trusting us with your clean beauty journey.