Returns & Refunds
Returns & Refunds Policy
This Returns & Refunds Policy applies to all orders placed on www.verdemontlashes.com. We are committed to providing our customers with high-quality products and a satisfying shopping experience. By placing an order, you agree to the terms of this policy.
1. Core Return Window
We offer a 30-day return and refund window for all orders. The window starts from the date you receive your package. All return applications must be submitted within this 30-day period. Applications submitted after 30 days will not be accepted.
2. Eligibility for Returns & Refunds
To be eligible for a return and refund, your item must meet the following conditions:
- The product is unused, unopened, and in its original, undamaged packaging.
- The product is in the same condition as when you received it, with all tags and accessories intact.
- You provide valid proof of purchase (order number, order confirmation email).
- You provide clear photo proof of the issue for defective, damaged or incorrect items.
Eligible Return Scenarios
We accept returns and offer full refunds or free replacements in the following cases:
- You received a defective, damaged, or expired product.
- You received an incorrect item (wrong style, wrong quantity, wrong product) that does not match your order.
- The product has a confirmed quality issue that affects normal use.
- Your order was lost during delivery and confirmed by the logistics carrier.
Non-Eligible Return Scenarios
For hygiene and safety reasons, we DO NOT accept returns or offer refunds in the following cases, NO EXCEPTIONS:
- The product has been opened, used, worn, or altered (this includes all false eyelash products that have been removed from their original packaging, even if only tried on once).
- The return application is submitted after the 30-day window from the delivery date.
- The product is not in its original packaging, or the packaging is damaged, lost, or altered.
- The product was damaged due to improper use, improper storage, or accidental damage by the buyer.
- Customized, personalized, or made-to-order products (including OEM/ODM custom orders).
- Digital products, gift cards, or promotional items that have been used.
- Orders that have been refused by the buyer or abandoned due to unpaid customs duties or taxes.
3. Return & Refund Process
1. **Submit Application**: Contact our after-sales team at [your-after-sales-email@example.com] within 30 days of delivery, provide your order number and clear photo proof of the issue.
2. **Application Review**: We will review your application within 3 business days. If approved, we will send you the return address and return instructions.
3. **Return Shipment**: You must ship the product back to us within 7 business days of receiving the return approval. You are responsible for the return shipping fee, except for cases where the return is due to our error (wrong item, defective product, shipping damage).
4. **Product Inspection**: Once we receive and inspect the returned product, we will confirm if it meets the return eligibility criteria.
5. **Refund/Replacement**:
- For refunds: We will process the full refund to your original payment method within 3 business days after inspection.
- For replacements: We will ship the replacement product to you for free within 3 business days after inspection.
4. Refund Timeframe
- Refunds are processed within 3 business days after we receive and inspect the returned product.
- The refund will be sent to your original payment method. The time it takes for the refund to show up in your account depends on your payment provider:
- PayPal: 1-3 business days
- Credit/Debit Cards: 3-7 business days
- We cannot refund to a different payment method than the one you used for the original order.
5. Important Notes
- We do not accept returned packages that are sent without prior return approval. Any unapproved returns will be discarded, and no refund will be issued.
- We are not responsible for lost or damaged returned packages during the return shipment. We recommend using a trackable shipping service for returns.
- This policy is in compliance with international consumer protection regulations and PayPal's Buyer Protection Policy.
6. Policy Updates
We reserve the right to update or modify this Returns & Refunds Policy at any time. The updated policy will be posted on this page with the revised date. Your continued use of our website after the update constitutes your acceptance of the revised policy.