Refund Policy

Refund Policy - lauragellermalls

At lauragellermalls, we want you to be completely satisfied with your purchase of our beauty products, including our Holiday collections, Bliss Skincare line, Makeup Sets, and other curated items. This Refund Policy outlines the terms and conditions for requesting and processing refunds, ensuring transparency and fairness for all our customers. Please read this policy carefully before initiating a refund request.

1. Core Refund Principles

We process refunds based on the following fundamental principles: hygiene priority, evidence-based verification, and timely processing. Given the nature of beauty and skincare products, hygiene and safety are non-negotiable—this may limit refunds for certain used or opened items to protect the health of all customers.

2. Eligibility for Refunds

A refund request will be considered valid only if it meets the following criteria, and you submit the request within the specified timeframe:

2.1 Timeframe for Refund Requests

  • For regular-priced items (e.g., Shop, Makeup, Foundations Concealers, Bliss Skincare, Skincare Sets): Submit your refund request within 60 calendar days of the delivery date.
  • For defective, damaged, or incorrect items: Submit your request within 7 calendar days of the delivery date to ensure prompt resolution.
  • For limited-edition or holiday products (e.g., Holiday, Limited Edition, Holiday Value Sets): Follow the same 60-day timeframe as regular items, unless the product is marked "Final Sale" (see Section 3 for exceptions).

2.2 Product Condition Requirements

Product condition is critical for refund approval, especially for beauty and skincare items where hygiene is paramount:
  • Unopened & Unused Items: Items must be in their original, unopened, and unused condition, with all packaging (e.g., boxes, seals, tags) intact. This applies to all products, including Holiday Eyes palettes, Setting Powders Sprays, and Value Sets.
  • Defective/Damaged/Incorrect Items: These items are eligible for refunds regardless of opening status, but you must provide clear evidence (photos/videos) of the defect, damage, or mismatch with your order. Examples include broken Holiday Lips products, leaking skincare serums, or receiving Shop, Makeup, Baked Makeup when you ordered Shop, Makeup, Eyes.
  • Exception for Hygiene-Sensitive Items: The following items are not eligible for refunds if opened or used (even if unused but the seal is broken), due to hygiene risks: lipsticks, lip glosses, mascaras, eyeliners, liquid foundations, concealers, and facial serums. These items will only be refunded if they are unopened and in original condition, or proven defective upon delivery.

2.3 Required Supporting Documentation

To process your refund efficiently, please provide the following when submitting your request:
  • Your unique order number (found in the order confirmation email).
  • Full name, email address, and phone number associated with the order.
  • Clear photos or videos of the product: For unopened items: Show the full packaging, seals, and order label.
  • For defective/damaged items: Highlight the specific defect, damage, or discrepancy (e.g., cracked powder compact, wrong product label).
A detailed reason for the refund request (e.g., "product does not match description", "allergic reaction to ingredients listed").

3. Items Ineligible for Refunds

The following items will not be considered for refunds under any circumstances:
  • Items marked "Final Sale" (e.g., discounted Holiday, Limited Edition sets, clearance Best Sellers).
  • Hygiene-sensitive items that are opened, used, or have broken seals (as listed in Section 2.2).
  • Items returned without prior approval (see Section 4 for the refund process).
  • Items damaged due to improper use, mishandling, or storage after delivery (e.g., melted Holiday Skincare from exposure to high temperatures).
  • Free gifts or promotional items included with purchases.

4. Refund Request & Processing Procedure

Follow these steps to initiate and complete a refund request:

4.1 Step 1: Submit a Refund Request

Contact our customer service team exclusively via email at [email protected] with the subject line "Refund Request - [Your Order Number]". Include all required supporting documentation (Section 2.3) in your email.

4.2 Step 2: Review & Approval

Our team will review your request and supporting materials within 2-3 business days. We may contact you for additional information if needed. You will receive an email notification with one of the following outcomes:
  • Approved: The email will include a Return Authorization (RA) number, detailed return shipping instructions, and information about whether we will cover the return shipping cost (see Section 5).
  • Denied: The email will clearly explain the reason for denial (e.g., "item is opened and hygiene-sensitive", "request submitted after the 60-day timeframe") and outline any available alternatives (if applicable).

4.3 Step 3: Return the Product (If Required)

For approved refund requests that require product return (e.g., unopened items, incorrect shipments), ship the item to the address provided in the approval email within 7 business days of receiving the RA number. Clearly mark the RA number on the outer packaging—packages without an RA number may be refused or delayed.

4.4 Step 4: Inspection & Refund Processing

Once we receive your returned item, our quality control team will inspect it to verify compliance with our refund criteria (typically within 3-5 business days of delivery to our warehouse). If the inspection passes:
  • We will initiate the refund to your original payment method within 1 business day of passing inspection.
  • Refunds may take 5-7 business days to reflect in your account, depending on your bank or payment processor’s processing times. We have no control over these delays and will provide a refund confirmation email once the funds are sent.
If the inspection fails (e.g., the item is opened/used, packaging is missing), we will contact you with photos of the issue and offer options such as returning the item to you at your expense.

5. Return Shipping Cost Responsibility

  • We Cover the Cost: If the refund is due to our error (e.g., defective product, incorrect item shipped, damaged during transit), we will provide a prepaid shipping label or reimburse you for the return shipping cost (submit the shipping receipt for reimbursement).
  • You Cover the Cost: If the refund is due to personal reasons (e.g., change of mind, dislike of the product), you are responsible for all return shipping costs. These costs are non-refundable, even if the item is approved for a refund.

6. Special Refund Scenarios

6.1 Refunds for Gift Purchases

If you received a lauragellermalls product as a gift and wish to request a refund, you will need the original order number (provided by the gift giver) and proof of delivery. Refunds will be issued to the original purchaser’s payment method, and you may be offered store credit as an alternative if preferred.

6.2 Refunds for Promotional & Discounted Items

Promotional, discounted, or Value Sets (e.g., Value Sets, Makeup Sets, Holiday Value Sets) are eligible for refunds under the same criteria as regular-priced items, unless marked "Final Sale". Refunds for discounted items will be processed for the amount you actually paid (not the original retail price).

6.3 Cancelled Orders

If you cancel an order before it is shipped, we will process a full refund within 2 business days. If the order has already been shipped, you will need to follow the standard refund process outlined above once you receive the item.

7. Contact Us for Refund Inquiries

If you have questions about the refund process, need to check the status of a pending refund, or require assistance with your request, please contact our customer service team at [email protected]. Include your order number and refund request details for faster assistance.

8. Policy Updates

We may update this Refund Policy periodically to adapt to changes in business operations, product offerings, or applicable laws. The latest version will always be posted on our website, with the "Last Updated" date clearly indicated. Your continued use of our services and submission of refund requests after an update constitutes acceptance of the revised policy.