Refund Policy

At Charlottetilburystore, we want you to be completely satisfied with your purchase of luxury makeup, skincare, and fragrance products. This Refund Policy outlines the terms and conditions for requesting a refund, ensuring a transparent and straightforward process for all our customers. By making a purchase on our website, you agree to comply with the terms of this Refund Policy.

1. Eligibility for Refunds

To be eligible for a refund, your request must meet the following criteria:
  • The request is submitted within30 days of receiving your order. We use the delivery date recorded by our shipping partner as the reference point for this timeframe.
  • The product is in its original, unused, and unopened condition. This includes intact seals, original packaging, tags, and all accompanying accessories (e.g., product boxes, manuals, samples).
  • The product is not customized, personalized, or made-to-order. Such items are non-refundable unless they are defective or damaged upon receipt.
  • You provide valid proof of purchase, such as your order number, email address used for the purchase, or a copy of the order confirmation.
Note: For hygiene and safety reasons, certain products (e.g., lipsticks, mascaras, liquid foundations, skincare products with pump dispensers) may have additional restrictions. These products will only be eligible for a refund if they are unopened and sealed—we cannot accept returns for these items if the seal has been broken, as this poses a risk of contamination.

2. Refund Exceptions (Non-Refundable Items)

The following items are not eligible for a refund, except in cases of defects or damage:
  • Opened or used makeup, skincare, or fragrance products (unless proven defective).
  • Customized or personalized products (e.g., engraved perfume bottles, custom makeup palettes).
  • Free gifts or promotional items included with your order.
  • Products purchased during final clearance sales (clearly marked as "Final Sale" on the product page).

3. How to Request a Refund

To initiate a refund, please follow these steps:
  1. Contact our customer service team at [email protected] within 30 days of delivery. Include your order number, the name of the product(s) you wish to return, and a brief explanation of why you are requesting a refund.
  2. Our team will review your request within 2-3 business days. If your request is eligible, we will send you a return authorization (RA) number and detailed instructions for returning the product(s), including a prepaid shipping label (for eligible returns within the applicable region).
  3. Package the product(s) securely in the original packaging (if possible) and include the RA number on the outside of the package. Send the package back to us using the provided shipping label within 7 days of receiving the RA number—failure to do so may result in your refund request being denied.

4. Refund Processing

Once we receive and inspect your returned product(s) (typically within 5-7 business days of delivery to our warehouse), we will verify that they meet the eligibility criteria. If the inspection is successful:
  • We will process your refund to the original payment method used for the purchase.
  • Refund processing times may vary depending on your payment provider (e.g., credit card companies, PayPal). Generally, refunds are reflected in your account within 5-10 business days, but this may take longer in some cases.
  • We will send you an email confirmation once the refund has been processed.
If the returned product(s) do not meet the eligibility criteria (e.g., opened, damaged, missing packaging), we will contact you to inform you of the issue and may return the product(s) to you at your own expense.

5. Refunds for Defective or Damaged Products

If you receive a defective, damaged, or incorrect product, please contact us at [email protected] within 7 days of delivery. Provide your order number, clear photos of the product(s) and packaging, and a detailed description of the defect or damage.
We will review your claim and may request the product(s) be returned for inspection (at our expense) or provide a full refund or replacement without requiring a return, depending on the situation. Refunds for defective or damaged products will be processed within 3-5 business days of verifying the issue.

6. Partial Refunds

In some cases, we may offer a partial refund (e.g., if the product is returned with minor damage to the packaging but the product itself is unused and unopened, or if a portion of your order is defective). The amount of the partial refund will be determined based on the condition of the product(s) and will be communicated to you before processing.

7. Shipping Costs and Refunds

For eligible returns (e.g., change of mind, non-defective items), we will cover the cost of return shipping via the provided prepaid label (for applicable regions). Original shipping costs (the cost to deliver the order to you) are non-refundable, unless the return is due to a defect, damage, or error on our part.

8. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our practices or legal requirements. Any updates will be posted on this page, and the effective date will be revised accordingly. We encourage you to review this policy periodically before making a purchase.

9. Contact Us

If you have any questions, concerns, or need assistance with a refund request, please contact our customer service team at [email protected].
Best regards, The Charlottetilburystore Team