At Jonesroadbenuty, we stand behind the quality of our clean beauty products—from our Uber-black mascara to our peppermint lip gloss—and want you to feel confident in every purchase. This Refund Policy outlines the terms, eligibility, and process for requesting refunds, ensuring transparency and fairness for all our customers. By making a purchase on our website, you agree to the guidelines below.

1. Eligibility for Refunds

Refunds are available only for eligible items and scenarios, with specific considerations for clean beauty products (especially those that come into direct contact with skin, for hygiene safety).

1.1 Eligible Items & Scenarios

You may request a refund if:

  • Unused & Unopened Products: The item is returned within 30 days of delivery, in its original packaging (with seals, tags, or boxes intact) and has not been used, tested, or opened. This applies to all products except those marked as “Final Sale” (see Section 1.2).
  • Damaged/Defective Products: The item arrives damaged (e.g., broken packaging, leaking contents) or defective (e.g., mascara clumps excessively, lip gloss has an unusual texture) — even if opened. You must report this within 48 hours of delivery (with photos as proof) to qualify.
  • Incorrect Items: You receive a product different from what you ordered (e.g., wrong shade of lip gloss, incorrect size). Report this within 48 hours of delivery to request a refund.
  • Missing Items: An item from your order is missing. Notify us within 48 hours of delivery, and we’ll refund the cost of the missing item once verified.

1.2 Non-Eligible Items & Scenarios

Refunds will NOT be issued for:

  • Used Products: Items that have been opened, used, or tested (e.g., swatched lip gloss, applied mascara) — this is for hygiene reasons, as shared use of beauty products poses health risks.
  • Final Sale Items: Products marked “Final Sale” on the product page (typically discounted or limited-edition items) — all Final Sale purchases are non-refundable and non-exchangeable.
  • Expired Return Windows: Requests made after 30 days of delivery (for unused items) or 48 hours of delivery (for damaged/incorrect/missing items).
  • Customer Error: Items returned due to personal preference (e.g., “I didn’t like the shade”), incorrect address provided at checkout (unless the error was made by Jonesroadbenuty), or change of mind after opening.

2. Refund Request Process

To request a refund, follow these simple steps — we aim to make the process as smooth as your clean beauty routine:

  1. Submit a Refund Request: Email our customer service team at [email protected] with the following details:
  • Your order number (found in your order confirmation email).
  • The name and SKU of the item(s) you’re requesting a refund for.
  • A clear reason for the refund (e.g., “damaged mascara,” “unused lip gloss”).
  • For damaged/defective/incorrect items: Attach 2–3 photos (showing the product, packaging, and issue — e.g., a cracked mascara tube or wrong lip gloss shade).
  1. Receive Confirmation & Return Instructions: We’ll review your request within 24 hours (excluding holidays). If approved:
  • For unused/unopened items: We’ll send a pre-paid return label (free of charge) and instructions for shipping the item back to our warehouse.
  • For damaged/defective/incorrect/missing items: A refund will be processed directly (no return required) — we may ask for additional details if needed.
  1. Return the Item (if required): Ship the eligible item back to us using the pre-paid label. Please include a copy of your order confirmation (or a note with your order number) inside the package to ensure we can identify your return.
  2. Warehouse Inspection & Refund Processing: Once we receive your returned item (typically 3–5 business days after shipping), our team will inspect it to confirm eligibility (e.g., unused, original packaging). If approved:
  • We’ll process the refund to your original payment method (e.g., credit card, PayPal) within 2–3 business days of inspection.
  • You’ll receive a confirmation email once the refund is issued.

3. Refund Timelines & Details

  • Processing Time: Refunds take 2–3 business days to be approved after we receive/verify your request (or inspect your return).
  • Credit Card/Bank Processing: Most banks and credit card issuers take 5–7 business days to reflect the refund in your account. This timeline is controlled by your financial institution, not Jonesroadbenuty.
  • Refund Amount: You’ll receive a full refund of the item’s purchase price (excluding original shipping costs, unless the refund is due to our error — e.g., damaged item, wrong order).
  • Gift Purchases: If the item was a gift, refunds will be issued to the original purchaser (the person who paid for the order). If you’re the gift recipient and need a refund, please ask the purchaser to submit the request.

4. Special Cases & Exceptions

  • Late or Lost Returns: If your returned item is delayed or lost in transit, please contact the shipping carrier (using the tracking number from your return label) first. If the carrier confirms the package is lost, email us with the tracking number — we’ll process a refund or send a replacement (your choice).
  • Partial Refunds: In rare cases (e.g., a package arrives with one damaged item and one intact item), we’ll issue a partial refund for the eligible item only.
  • International Orders: For international customers, return shipping costs are not covered (unless the refund is due to our error). Refunds for international orders follow the same timeline, but may take longer (7–10 business days) due to cross-border processing.

5. Contact Us for Refund Questions

If you have questions about your refund status, eligibility, or the request process, please email us at [email protected] with your order number and a description of your inquiry. We’ll respond within 24 hours to assist you.

Our Promise

At Jonesroadbenuty, we want every customer to love their clean beauty purchases. If something isn’t right, we’ll work with you to find a fair solution — whether that’s a refund, replacement, or other support. This policy is designed to protect both you and our brand, while upholding the standards of quality and transparency we’re known for.

Thank you for choosing Jonesroadbenuty — we’re grateful to be part of your clean beauty journey.