Refund Policy

Refund Policy - Laneigemart

At Laneigemart, we strive to ensure your complete satisfaction with every purchase of our skincare and makeup products. This Refund Policy outlines the terms and conditions for requesting a refund, applicable scenarios, processing procedures, and related notes, designed to protect your legitimate rights and interests while ensuring product safety and hygiene for all customers.

1. Eligibility for Refund

You may be eligible for a full refund if the following conditions are met:
• The refund request is submitted within 30 calendar days from the date you receive the product (the date of delivery recorded by the logistics company shall prevail);
• The product is in an unused, undamaged, and resalable condition, with all original tags, seals, packaging, and accessories intact (no signs of opening, use, stains, or modification—this is to ensure the hygiene and safety of skincare and makeup products);
• The refund is requested due to one of the following reasons:
  • Product quality defects (e.g., material flaws, craftsmanship errors, inconsistency with the product description on the website, leakage, deterioration, or expiration before the stated shelf life);
  • Incorrect product delivery (receiving a product that does not match the order, such as wrong brand, type, color, or specification);
  • Product damage during transportation (confirmed by both parties and the logistics company);
  • Change of mind (subject to the condition that the product meets the resalable and hygiene requirements stated above; for such cases, the return shipping cost shall be borne by you).
The following situations are not eligible for a refund:
  • Products that have been opened, used, tested, washed, or damaged due to improper use, man-made reasons, or failure to store according to product instructions;
  • Products with missing tags, seals, original packaging, or incomplete accessories (except for cases caused by our shipping errors);
  • Special customized products (unless there is a quality defect caused by our party);
  • Refund requests submitted beyond the 30-day period;
  • Products purchased through non-official channels (e.g., third-party resellers) or second-hand products;
  • Products whose quality problems are caused by individual skin sensitivity or incompatibility (unless the product itself has quality defects that violate relevant standards).

2. Refund Application Process

To apply for a refund, please follow these steps:
• Step 1: Contact Customer Service - Send an email to [email protected]. Please include your order number, product name, reason for refund, and clear photos/videos of the product (including outer packaging, seals, and the problem itself) to verify the condition or defect;
• Step 2: Review and Approval - Our customer service team will reply to you within 24-48 business hours to confirm the receipt of your application. We will review the relevant information and notify you of the approval result within 3 business days. If approved, we will provide you with the return shipping address and related instructions (including precautions for product packaging to avoid secondary damage);
• Step 3: Return the Product - You need to send the product back to the designated address within 7 calendar days after receiving the approval notice. Please use a traceable logistics service and keep the shipping tracking number for inquiry. For refunds due to product quality or our delivery errors, we will bear the return shipping cost (please keep the shipping receipt for reimbursement); for refunds due to personal reasons (e.g., change of mind), the shipping cost shall be borne by you. Note: Please ensure the returned product is properly packaged to prevent leakage or damage during transportation;
• Step 4: Inspection and Refund Processing - After we receive the returned product, we will inspect its condition, packaging, and seals within 5 business days. If the product meets the refund conditions, we will initiate the refund process immediately.

3. Refund Timing and Method

• Refund Method: We will refund the money to your original payment account (e.g., credit card, PayPal, or other payment methods used for the order). No cash refunds or transfers to third-party accounts are supported;
• Refund Timing: The refund will be processed within 5-10 business days after the product inspection is completed. The actual time for the refund to arrive in your account depends on the processing cycle of your payment institution, which is usually 5-15 business days (we will not be responsible for delays caused by the payment institution).

4. Special Notes

• Refund Amount: For eligible refunds, we will refund the full amount of the product (excluding the original shipping cost, unless the refund is caused by product quality defects or our delivery errors). If you used a discount code, coupon, or participated in a promotional activity when purchasing, the refund amount will be calculated based on the actual amount you paid;
• Product Loss or Damage During Return: If the product is lost or damaged during the return shipping process (not caused by us), we will not be able to process the refund. We recommend that you purchase shipping insurance when returning the product and properly package the product to avoid leakage or breakage;
• Skin Sensitivity or Incompatibility: Before using a new skincare or makeup product, we recommend you perform a patch test on a small area of skin. If you experience skin discomfort due to individual sensitivity, please stop using it immediately, but this does not constitute a reason for refund unless the product itself has quality defects. You can contact our customer service for professional usage advice;
• Dispute Resolution: If you have any objections to the refund result, you can provide additional evidence to our customer service team for re-review. We will try our best to communicate and resolve the issue. If the dispute cannot be resolved through negotiation, both parties shall abide by the relevant laws and regulations of the country/region where the transaction occurs;
• Policy Update: We reserve the right to update this Refund Policy in accordance with changes in laws, regulations, and business needs. The updated policy will be posted on our website in a prominent position, and the update will take effect from the date of posting. We recommend that you review this policy regularly before making a purchase.
If you have any questions about this Refund Policy or need assistance with the refund application, please feel free to contact our customer service team at [email protected]. Thank you for your understanding and support!