Refund Policy – Femiva.shop

At Femiva.shop, we want you to feel confident in every clean beauty purchase—whether it’s a gentle cleanser for sensitive skin, a nourishing serum for anti-aging, or a pigment-safe lipstick. If a product doesn’t meet your expectations, causes unexpected irritation, or arrives damaged, we’re committed to making the refund process simple and stress-free. This policy outlines our refund rules, eligibility criteria, and step-by-step process to help you get a resolution quickly.

1. Refund Eligibility

To qualify for a refund, your request must meet the following conditions—tailored to the unique needs of clean beauty products (where hygiene, skin compatibility, and product integrity matter most):

• Timeline: You must submit your refund request within 30 days of delivery (as confirmed by the shipping carrier’s tracking information). This window gives you enough time to test products (e.g., patch-test a new serum) and ensure they work for your skin.
• Product Condition:
• For unopened/unused products (e.g., a sealed moisturizer, unswiveled lipstick, or unopened toner bottle): Must be in original packaging with all seals, tags, and labels intact (e.g., pump tops unbroken, box sleeves undamaged). This ensures the product is safe for resale or disposal.
• For opened/used products: Eligible only if they cause allergic reactions, irritation, or don’t perform as described (e.g., a “hydrating serum” that leaves skin dry, a “fragrance-free” product that has a noticeable scent). You must have used no more than 10% of the product (e.g., 1-2 pumps of serum, a small dab of moisturizer) to qualify—this balances your right to test with our need to prevent misuse.
• Proof of Purchase: You must provide a valid proof of purchase, such as your order number (found in the order confirmation email), receipt, or packing slip. Refunds are only processed for orders placed directly through Femiva.shop—purchases from third-party retailers (e.g., department stores, marketplaces) must be returned to the original seller.
• Exceptions: The following products are non-refundable unless they arrive defective or damaged:
• Final sale items (clearly marked “Final Sale” on the product page, e.g., limited-edition makeup sets, discounted haircare bundles).
• Personalized or custom products (e.g., monogrammed skincare kits, tailored routine boxes).
• Hygiene-sensitive items (e.g., face masks, makeup brushes, or products with open applicators like mascaras)—for health and safety reasons, these cannot be refunded once opened.

2. How to Request a Refund

Follow these steps to submit a refund request—we’ve streamlined the process to avoid unnecessary delays:

1. Initiate Contact: Email our customer service team at [email protected]. Include the following details to help us process your request quickly:

• Full name and email address linked to your order.
• Order number (critical for locating your purchase).
• Product name(s) and details (e.g., “Sensitive Skin Cleanser – 200ml,” “Vegan Blush – Shade ‘Peach’”).
• Reason for refund (e.g., “Caused redness on cheeks after 2 days,” “Unopened—ordered the wrong formula,” “Arrived with a broken pump”).
• For opened/irritating products: Attach 1-2 clear photos of the affected skin (if applicable) and the product’s current condition (e.g., how much has been used).

2. Receive Approval & Instructions: Our team will review your request within 24-48 business hours. If approved:

• For unopened products: We’ll send a prepaid return shipping label (for U.S. orders) and a return address. You’ll need to pack the product securely in its original packaging (add bubble wrap if needed for glass bottles like serums or toners).
• For opened/irritating products: We may waive the return requirement (to avoid you having to ship a product that caused irritation). Instead, we’ll ask you to confirm the product’s disposal (e.g., “Please discard the serum safely”) and process the refund once confirmed—this saves you time and hassle.

3. Ship the Product (If Required): If you need to return the product:

• Pack it in the original packaging (or a secure alternative if the original is damaged) and attach the prepaid label.
• Drop the package off at the designated carrier (e.g., USPS, UPS) within 7 days of receiving the label—delays beyond this may result in your request being canceled.
• Keep the return tracking number for your records—this lets you monitor when we receive the package.

4. Process the Refund:

• For returned unopened products: Once we receive and inspect the item (usually 3-5 business days after delivery to our warehouse), we’ll confirm eligibility and initiate the refund.
• For opened/irritating products: Once we verify your details (e.g., photos of irritation, product usage), we’ll initiate the refund within 24 hours of approval.

3. Refund Timelines & Details

We aim to process refunds as quickly as possible, but timelines vary slightly based on your payment method:

• Processing Time: Refunds are initiated within 1-3 business days of approval (e.g., after we receive your returned product or verify your irritation claim).
• Account Credit Time:
• Credit/debit cards: 5-7 business days (processing times depend on your bank—some may post the refund sooner, while others take the full window).
• PayPal: 2-3 business days (funds usually appear in your PayPal balance within this period).
• Gift cards: 1-2 business days (refunds are credited to the original gift card or a new one if the original is lost—we’ll send the new gift card code via email).
• Refund Amount: You’ll receive a full refund of the product price (in USD, the currency of your purchase). We do not refund shipping costs (unless the product arrived damaged or was sent in error) or customs duties/taxes (these are charged by your local government and must be claimed directly from them). If you used a coupon or discount code, the refund will reflect the discounted amount you paid (not the original retail price).

4. Special Cases: Defective or Damaged Products

If your product arrives defective (e.g., a broken serum pump, leaking moisturizer bottle, or lipstick that’s cracked inside the tube) or damaged (e.g., a glass toner bottle shattered in transit), we’ll resolve the issue quickly with no extra steps:

1. Report the Issue: Email [email protected] within 48 hours of delivery—include photos of the defective/damaged product and its packaging (e.g., a photo of the shattered bottle inside the shipping box).
2. Choose Your Resolution: We’ll offer two options:

• A full refund (processed as outlined in Section 3) with no need to return the defective product (we’ll ask you to discard it safely to avoid injury).
• A free replacement (shipped to you at no cost) with expedited processing to get the new product to you faster.

3. Fast Tracking: We’ll prioritize these requests to ensure you’re not left without a product you need (e.g., a replacement cleanser shipped within 1 business day).

5. Refund Denials & Appeals

In rare cases, we may deny a refund (e.g., a product is used beyond the 10% limit, packaging is missing, or the request is outside the 30-day window). If your request is denied:

• We’ll send you an email explaining the reason for denial (e.g., “The serum was used more than 10%, which exceeds our refund policy”).
• You can appeal the decision by providing additional information (e.g., a doctor’s note confirming the product caused an allergic reaction, photos of the original packaging you found later). Email the appeal to [email protected] within 7 days of receiving the denial—we’ll review it within 24 hours and notify you of the final decision.

6. Contact Us for Refund Help

If you have questions about our refund policy, need help submitting a request, or want to check the status of an ongoing refund, contact our customer service team at [email protected]. We’ll respond within 24-48 business hours and guide you through every step—whether it’s clarifying eligibility, resending a return label, or following up with your bank about a delayed refund.

At Femiva.shop, we believe refunds should be a last resort—but when you need one, we’ll make it fair and straightforward. Our goal is to ensure you feel supported, even if a product doesn’t work out for your skin. Thank you for trusting us with your clean beauty journey.