Refund policy
At Mature Beauty, we want you to feel confident in your purchase. If you are not fully satisfied with your order, please review the policy below.
1. Contact Us First
To initiate a return, you must contact us at support@maturebeauty.shop within 14 days of delivery.
Please include:
- Your order number
- The item(s) you wish to return
- The reason for return
- Photographs if the item is damaged, defective, or incorrect
Returns sent without prior authorization may not be accepted.
2. Eligibility for Returns
To be eligible for a return:
- Items must be unused, unopened, and in their original packaging
- Products must be in a resalable condition
- Return requests must be made within 14 days of delivery
For hygiene and safety reasons, we cannot accept returns on products that have been opened or used, unless the item arrived damaged, defective, or incorrect.
All returned items are subject to inspection to confirm eligibility.
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item:
- Contact us within 7 days of delivery
- Provide clear photos of the item and packaging
We will assess the issue and, where appropriate, offer a replacement, refund, or store credit.
4. Non-Returnable Items
We do not accept returns on opened or used cosmetic products, except where the product arrived damaged or defective.
Certain items may be marked as “Final Sale” and are not eligible for return or refund. These items will be clearly indicated at the time of purchase.
5. Refunds
If your return is approved:
- Refunds will be issued to your original payment method
- Refunds will include the purchase price and any applicable taxes paid at checkout
- Shipping charges are non-refundable unless the return is due to our error
Approved refunds are typically processed within 5–10 business days, depending on your payment provider.
For international orders:
Where duties and taxes are collected at checkout, these amounts are typically non-refundable once remitted to local authorities. However, we will review each case and assist where possible.
We reserve the right to refuse a refund if returned items do not meet our policy requirements.
This policy does not apply to product recalls. Please refer to our Product Recall Policy for information on safety-related issues.
6. Return Shipping
Customers are responsible for return shipping costs unless the return is due to:
- A damaged, defective, or incorrect item
For international returns, customers may also be responsible for any applicable shipping and customs-related costs.
We recommend using a trackable shipping method, as we are not responsible for lost return shipments.
7. Delivery Issues
Once a package is marked as delivered by the carrier, we are not responsible for lost or stolen items. However, we will work with you to help investigate and resolve the issue where possible.
If your order has not been delivered within the expected timeframe, please contact us. We will work with the carrier to investigate and, where appropriate, offer a replacement or refund.
8. Exchanges
We do not offer direct exchanges at this time. If you wish to replace an item, please return the original item (if eligible) and place a new order. This ensures the fastest processing time.
9. Chargebacks and Disputes
We encourage customers to contact us first so we can resolve any issues quickly and efficiently.
If a chargeback is initiated without first contacting us, we reserve the right to dispute the claim and provide evidence of delivery, communication, and policy compliance where permitted by law.
10. Policy Updates
We reserve the right to modify this Return & Refund Policy at any time. Changes will apply to orders placed after the updated date.
11. Consumer Rights
Nothing in this policy affects your statutory rights under applicable consumer protection laws.
