Thirty days, opened or unopened
True Beauty Goods Co. accepts returns for thirty days from the date your order is delivered. This applies whether the product is unopened or whether you have opened it and used it. Skincare is personal, a formula that suits one person can be wrong for another, and there is no way to know that without trying it. We would rather take a product back than have you keep something that does not work for you.
To start a return, email us with your order number and which items you want to send back. We will reply with a prepaid return label and instructions. You do not need the original packaging, though it helps the item survive the journey. Please do not send anything back without contacting us first, because unannounced returns arrive without an order number attached and we cannot match them to a customer.
What we refund
Once your return reaches us we inspect it and process the refund within three business days. The refund goes back to the original payment method. Depending on your bank it can take a further three to ten business days to appear on your statement – that portion of the wait is the bank’s and is outside our control.
We refund the full price you paid for the returned items. Original shipping is refunded when the return is the result of our error, a damaged item or a wrong item sent. For a straightforward change of mind, the original shipping charge is not refunded and the cost of the prepaid return label is deducted from the refund. That deduction is always shown to you before you commit to the return.
Exchanges
We do not process exchanges as a single transaction, because holding your original payment while a parcel travels in each direction takes longer than simply refunding you. Return the item for a refund and place a new order for the replacement. If the exchange is because we sent the wrong item, tell us and we will ship the correct product before your return has even arrived back.
Items we cannot take back
We cannot accept returns on items that have been used past a reasonable trial – a bottle that is more than half empty has not been trialled, it has been used. We cannot accept returns on gift sets that have been split up, because we cannot resell a partial set. We cannot accept returns on tools and devices where the hygiene seal has been broken, unless the device is faulty.
Faulty devices are a separate matter entirely and are covered for twelve months from delivery. If a device fails in normal use within that period we will repair or replace it, and we pay the shipping both ways.
If something arrives wrong
If we send you the wrong product, or an item is missing from your parcel, email us within seven days of delivery. We will ship the correct item immediately at our cost and arrange collection of anything sent in error. You will not be asked to pay anything, and you will not be asked to wait for the incorrect item to reach us first.
Gifts
If you received an item as a gift and it is not right for you, we can still take it back within thirty days of the original delivery. Email us with the name of the person who bought it and roughly when, and we will find the order. The refund has to go back to the original payment method, which means it returns to the buyer rather than to you – we cannot redirect a refund to a different person. If you would rather the buyer did not find out, we can issue store credit to you instead, at the full value of the item.
Gift sets are treated as a single item. A set can come back complete for a full refund, but we cannot accept part of a set, because the remainder is not resellable and the components are priced on the assumption that they sell together.
Holiday orders
Orders placed between the first of November and the twenty-fourth of December can be returned until the thirty-first of January, rather than thirty days from delivery. This is automatic and you do not need to ask for it. It exists so that something bought early as a gift is still returnable after it has been given.
Refunds to a closed or expired card
A refund must return to the card that paid. If that card has since expired but the account is still open, the bank routes the refund to the replacement card automatically and you do not need to do anything. If the account itself has been closed, the refund will be rejected back to us, usually after five to ten business days. When that happens we will contact you and arrange the refund by another means. Nothing is lost, but it does add roughly two weeks.
Partial returns and discounts
You can return part of an order and keep the rest. Where a discount applied to the whole order, we recalculate it against the items you have kept and refund the difference accordingly. If returning an item takes the remaining order below the free-shipping threshold, we do not retrospectively charge you for the shipping.
If an order qualified for a multi-buy offer and a return breaks the qualifying quantity, we refund the returned item at the discounted price it was actually bought at rather than at full price. We will always show you that arithmetic before the refund is processed.