Rarebeautyusshop Customer Service Policy

1. Returns & Exchanges

1.1 Eligibility Criteria

• Timeframe: Requests for returns or exchanges must be initiated within 30 days of delivery (confirmed via shipping carrier tracking).
• Product Condition:
  • Unopened, unused products (in original packaging with seals intact) are eligible for a full refund or exchange—this includes all categories, from unopened lip makeup to sealed foundation bottles.
  • Opened or gently used products (e.g., a highlighter you swatched once, a liquid blush tested on one cheek) may be eligible for a refund or exchange only if:
    • Less than 10% of the product has been used (to maintain hygiene standards for beauty products).
    • The original packaging, labels, and any accessories (e.g., applicators, set boxes) are still intact.
  • Exceptions: Limited-edition sets, personalized items, and final-sale products (clearly marked on product pages) are non-returnable and non-exchangeable unless defective.

1.2 Return & Exchange Process

1. Initiate a Request: Email our customer service team at [email protected] with:
   • Your full name and order number (found in your confirmation email).
   • Product name(s) and reason for return/exchange (e.g., “foundation shade doesn’t match my skin tone,” “lip makeup formula doesn’t suit my lips”).
   • Photos (if applicable): For opened products (to show usage level) or defective items (e.g., broken highlighter stick, leaking liquid blush), include clear visuals to help us resolve your request faster.
2. Receive Authorization: We’ll review your request within 24–48 business hours. If approved, you’ll get a Return Authorization (RA) number and detailed instructions—including our warehouse address and packing tips (e.g., “secure liquid products in a leak-proof bag”). Do not ship items without an RA number—unauthorized returns will be rejected and returned to you at your own cost.
3. Ship the Item Back: Package the product securely (we recommend reusing the original box to prevent damage). You’ll cover return shipping costs unless the issue is our error (e.g., wrong shade sent, defective product)—in which case we’ll provide a prepaid shipping label. For exchanges, we’ll ship the new item to you for free once we receive your return.
4. Final Review & Resolution: Once we receive your package (3–5 business days after shipment), we’ll inspect the product to confirm eligibility. For refunds, we’ll process the amount to your original payment method within 5–7 business days; for exchanges, we’ll dispatch your new item within 1–3 business days (subject to stock availability).

2. Defective, Damaged, or Incorrect Items

• Report Within 7 Days: Contact us at [email protected] within 7 days of delivery—include your order number and photos of the issue (product, packaging, shipping label).
• No-Hassle Resolution: We’ll offer three options:
  1. A full refund to your original payment method.
  2. A free replacement of the correct product (shipped via our standard delivery).
  3. A store credit (with a 10% bonus) to use on your next purchase of vegan, cruelty-free beauty products.
• No Return Required for Minor Issues: For small defects (e.g., a slightly bent box for a lip set), we may process the refund or replacement without asking you to return the item—we trust your feedback.

3. Pre-Purchase & Post-Purchase Support

• Pre-Purchase Help: Have questions about shade matching (e.g., “which foundation shade works for cool undertones?”), product ingredients (e.g., “is this blush vegan-certified?”), or formula suitability (e.g., “does this highlighter work for oily skin?”)? Email us anytime—we’ll share personalized advice to help you find your perfect match.
• Post-Purchase Guidance: Need tips on application (e.g., “how to blend liquid blush seamlessly”) or troubleshooting (e.g., “why is my foundation oxidizing?”)? We’ll provide step-by-step support to ensure you love your beauty routine.
• Order Tracking: If you haven’t received your shipping confirmation email, or want to check delivery status, email us with your order number—we’ll share real-time tracking details and follow up until your package arrives.

4. Contact Us

• Primary Email: [email protected]
• Response Time: We reply within 24–48 business hours (excluding weekends and holidays). For urgent requests (e.g., a gift set needed for a special occasion), add “URGENT” to your email subject line—we’ll prioritize your inquiry.