Refund Policy

Laneigeoutlet Refund Policy

At Laneigeoutlet, we want you to be fully satisfied with your beauty purchases. This Refund Policy outlines the terms and conditions for requesting a refund, eligibility criteria, and the process to ensure a smooth and transparent experience. By placing an order on our website, you agree to comply with the guidelines below.

1. Refund Eligibility

To qualify for a refund, your request must meet the following conditions:
  • Timeframe: Refund requests must be submitted within 30 calendar days of the product delivery date. Requests received after this period will not be processed.
  • Product Condition:
    • For skincare, makeup, and personal care products: Items must be unused, unopened, and in their original packaging (including seals, tags, and accessories intact). Products that have been opened, used, or damaged due to customer misuse are not eligible for a refund.
    • For defective or damaged products: If you receive a product with manufacturing defects, broken packaging, or damage during shipping, you must notify us within 7 days of delivery (with supporting photos) to qualify for a full refund (including shipping costs).
  • Proof of Purchase: You must provide a valid order number, delivery confirmation, or other proof of purchase when submitting a refund request.

2. Non-Refundable Items

The following items are not eligible for refunds under any circumstances:
  • Gift cards or e-vouchers.
  • Customized or personalized products (if applicable).
  • Products that have been tampered with, altered, or used beyond the point of reasonable inspection.
  • Free gifts or promotional items included with your order.

3. Refund Request Process

To initiate a refund, follow these steps:
  1. Submit a Request: Send an email to our customer service team at [email protected] with the subject line "Refund Request ". Include the following details:
    • Your full name and contact information (email, phone number).
    • Order number and delivery date.
    • Product name, SKU, and quantity for which you’re requesting a refund.
    • Reason for the refund (e.g., defective item, wrong product, dissatisfaction with the product).
    • Supporting evidence (e.g., photos of defective/damaged products, packaging, or delivery confirmation) if applicable.
  1. Receive Return Authorization (RA): Our team will review your request within 2-3 business days. If approved, we will send you an RA number and detailed instructions for returning the product(s) to our designated warehouse.
  1. Return the Product: Package the eligible product(s) securely (preferably in the original packaging) and include the RA number on the outside of the package. Ship the product(s) back to us using a trackable shipping method (we recommend insuring high-value items). You are responsible for return shipping costs unless the refund is due to our error (e.g., wrong product, defective item).
  1. Warehouse Inspection: Once we receive your returned package (typically 5-7 business days after you ship it), our warehouse team will inspect the product(s) to verify eligibility. We will notify you via email once the inspection is complete.

4. Refund Processing & Timing

  • Approved Refunds: If your refund is approved, we will process the refund to your original payment method within 3-5 business days of the inspection. The refund amount will include the full purchase price of the eligible product(s). Shipping fees are non-refundable unless the return is due to our error.
  • Refund Timing: The time it takes for the refund to reflect in your account depends on your payment provider and financial institution (typically 7-10 business days for credit/debit cards, and 3-5 business days for PayPal). We are not responsible for delays caused by third-party payment processors or banks.
  • Rejected Refunds: If your refund request is rejected (e.g., product is ineligible, missing proof of purchase), we will notify you via email with a detailed explanation. You may choose to have the product(s) returned to you at your own expense, or we may dispose of the product(s) after notifying you.

5. Special Cases

  • Wrong or Damaged Products Shipped by Us: If we accidentally send you the wrong product or a damaged/defective product (verified by our team), we will cover all return shipping costs and issue a full refund (including the original shipping fee) or arrange for a free replacement—whichever you prefer.
  • Late or Lost Deliveries: If your order is not delivered within the estimated delivery window (varies by region) and is confirmed lost by the shipping carrier, we will issue a full refund or reship the product(s) at no additional cost. Please contact us within 14 days of the estimated delivery date to report a late or lost order.
  • Product Reactions: If you experience an adverse reaction (e.g., skin irritation) to a skincare or makeup product, discontinue use immediately and contact us within 7 days of noticing the reaction. Provide details of the reaction and any relevant information (e.g., skin type, usage method). We may request additional documentation (e.g., a doctor’s note) for severe reactions. Eligible refunds will be processed after verification.

6. Additional Terms

  • We reserve the right to limit the number of refunds per customer or order at our discretion, especially in cases of suspected abuse or fraud.
  • Refunds will only be issued to the original payment method used for the purchase. We cannot issue refunds to third-party accounts or alternative payment methods.
  • If you received a product as a gift, the refund will be issued to the original purchaser (the person who paid for the order).

7. Contact Us

If you have any questions, concerns, or need assistance with a refund request, please contact our customer service team at [email protected]. We are here to help and will respond to your inquiry promptly.
Thank you for choosing Laneigeoutlet. We value your trust and are committed to resolving any issues to your satisfaction.