Refund Policy for Laneigen

At Laneigen, we want you to be fully satisfied with your purchase of our care and makeup products. This Refund Policy outlines the terms, conditions, and procedures for requesting a refund, ensuring transparency and a smooth process for all customers. By making a purchase on our website (hereinafter "the Site"), you agree to comply with the terms of this policy.

To be eligible for a refund, your request must meet the following criteria:

1.1 Timeframe: The refund request must be initiated within 60 days from the date of delivery of your care and makeup products. Requests submitted after this 60-day window will not be processed, unless required by applicable law.

1.2 Product Condition: The products being returned must be in unused, unopened, and undamaged condition, with all original packaging, labels, and accessories intact. This includes (but is not limited to) skincare bottles with seals unbroken, makeup products with no signs of swatching or use, and no damage to boxes or product containers (except for damage caused during transit—see Section 1.3).

1.3 Transit Damage or Defects: If your products arrive damaged during shipping (e.g., broken skincare bottles, crushed makeup palettes) or are found to have manufacturing defects (e.g., faulty product consistency, expired items), you are eligible for a full refund regardless of partial use (if applicable). To qualify, you must provide photos of the damage/defect and the original packaging within 7 days of delivery.

1.4 Ineligible Cases: The following scenarios are not eligible for refunds:

To initiate a refund, follow these steps:

2.1 Submit a Refund Request: Contact Laneigen’s customer service team via [email protected] with the following information (incomplete requests may cause delays):

2.2 Receive Return Authorization (RA): Our customer service team will review your request within 1-2 business days. If approved, you will receive an RA number and detailed return instructions, including the designated return shipping address. Do not ship products without an RA number—unauthorized returns may be rejected or delayed.

2.3 Ship the Products: Package the eligible products securely (using the original packaging if possible) and clearly mark the RA number on the outer box. Ship the products to the address provided in the RA instructions. We recommend using a shipping method with tracking (to confirm delivery) and retaining the tracking number for your records.

3.1 Customer-Initiated Returns: For refunds requested due to customer preferences (e.g., "changed mind," "ordered the wrong shade"), the customer is responsible for covering all return shipping costs. Laneigen’s global free shipping policy applies only to original product delivery, not to return shipments.

3.2 Laneigen-Error Returns: For refunds requested due to our error (e.g., shipping the wrong product, transit damage, manufacturing defects), Laneigen will provide a prepaid return shipping label (for global returns) or reimburse the customer for reasonable return shipping costs (upon receipt of a valid shipping receipt).

4.1 Inspection of Returned Products: Once we receive your returned products, our team will inspect them to verify compliance with eligibility criteria (Section 1). This inspection typically takes 1-2 business days from the date of delivery to our warehouse.

4.2 Refund Approval/Rejection:

4.3 Refund Timing: Approved refunds will be credited to the original payment method used for the order (e.g., credit card, debit card, digital wallet). The time for the refund to appear in your account is 5-10 business days from the date of processing—this timeline depends on your bank or payment provider’s processing speed, and Laneigen has no control over delays caused by third-party financial institutions.

4.4 Refund Currency & Amount: All refunds are processed in United States Dollars (USD), matching the currency of your original purchase. The refund amount will be the full product price paid (excluding non-refundable costs like customs duties or customer-incurred return shipping fees). No restocking fees will be deducted from your refund.

5.1 Order Cancellations: If you wish to cancel an order before it is dispatched (we typically process orders within 1-3 business days), contact customer service at [email protected] with your order number. If the order has not been shipped, we will issue a full refund within 1-2 business days, and the refund will appear in your account within 5-10 business days.

5.2 Cancellations After Dispatch: Once an order has been dispatched (you will have received a shipping confirmation email), you cannot cancel it—you must wait to receive the products and then follow the return and refund process outlined in Sections 2-4.

6.1 Gift Purchases: If you received a Laneigen product as a gift and wish to request a refund, you must provide the original order number (from the gift giver) and proof of delivery. Refunds will be issued to the original purchaser’s payment method, unless the gift giver has authorized a refund to your preferred method (additional verification may be required).

6.2 Promotional Items: If your refund request involves products purchased with a discount code or as part of a promotional bundle, the refund amount will be adjusted to reflect the actual price paid (e.g., if a product was 20% off, the refund will be 80% of the original listed price).

If you have questions, concerns, or need assistance with a refund request, please contact our customer service team at [email protected]. We will respond to your inquiry within 1-2 business days and work to resolve your request promptly.

Thank you for choosing Laneigen. We appreciate your trust in our care and makeup products, and we are committed to ensuring a fair and transparent refund process.