Refund Policy

1. Eligibility for Refunds

To be eligible for a refund, the following conditions must be met:
- The product must be unused, unopened, and in its original packaging (including all tags, seals, and accessories) at the time of return.
- The refund request must be initiated within 30 days of receiving your order. We will not accept refund requests after this 30-day window has expired.
- The product must be returned to us with a valid Return Authorization (RA) number, which can be obtained by contacting our support team at [email protected].
- Refunds are only available for products purchased directly through tartecosmeticshop.com. Products purchased through third-party retailers must be returned to the original point of purchase.

2. Non-Refundable Items

The following items are non-refundable, for hygiene, safety, or contractual reasons:
- Used or opened beauty products (including but not limited to lipsticks, foundations, mascaras, skincare serums, and creams) — this is to protect the health and safety of our customers.
- Gift cards (digital or physical) — gift cards are non-transferable and cannot be refunded or redeemed for cash, except where required by law.
- Limited-edition or custom-made products, unless they are damaged or defective upon delivery.

3. How to Request a Refund

To request a refund, please follow these steps:
1. Contact our customer support team at [email protected] within 30 days of receiving your order. Include your order number, the name of the product(s) you wish to return, and the reason for your refund request.
2. Our support team will review your request and, if eligible, provide you with a Return Authorization (RA) number and detailed return instructions (including our return address).
3. Package the unused, unopened product(s) securely in their original packaging, and clearly mark the RA number on the outside of the package.
4. Ship the package back to us using a trackable shipping method. Please retain your shipping tracking number for your records.

4. Refund Processing

- Once we receive your returned package, we will inspect the product(s) to verify eligibility (unused, unopened, original packaging). This inspection typically takes 3-5 business days.
- If the return is approved, we will process your refund to your original payment method (e.g., credit card, PayPal) within 5-7 business days of inspection.
- Refund processing times may vary depending on your payment provider; please allow an additional 3-5 business days for the refund to reflect in your account.
- Shipping costs for returning the product(s) are the responsibility of the customer, unless the return is due to a product defect, damage, or our error (e.g., incorrect product shipped).

5. Refunds for Defective, Damaged, or Incorrect Products

If you receive a product that is defective, damaged, or incorrect (e.g., wrong shade, wrong product), please contact our support team within 7 days of receiving your order. Provide your order number, photos of the product and packaging, and a detailed description of the issue.
Upon verification, we will offer a full refund (including original shipping costs) or a free replacement, at your choice. We may request the defective/damaged/incorrect product to be returned to us (at our expense) for quality control purposes.

6. Cancellations & Refunds

If you wish to cancel your order before it has been processed or shipped, please contact our support team immediately. If the order has not yet been dispatched, we will process a full refund within 5-7 business days. If the order has already been shipped, you will need to follow our standard return and refund process once you receive the package.

7. Refund Exceptions

We reserve the right to deny a refund request if:
- The product is used, opened, or not in its original packaging.
- The refund request is made after the 30-day eligibility window.
- The product is a non-refundable item (as outlined in Section 2).
- The product is returned without a valid RA number.

8. Contact Us for Refund Inquiries

If you have any questions, concerns, or need assistance with a refund request, please contact our support team at [email protected]. We will respond promptly and work with you to resolve any issues.