Claim and refund policy

Claim and Refund Policy

We do not accept returns or exchanges because of a change of mind. If your order arrives wrong, broken, damaged or incomplete, you can make a claim under the terms below. Every claim needs an unboxing video as proof, and must be reported within 7 days of the day you receive the parcel.

The Unboxing Video

• Before you open the product, start recording and keep filming without a break before and while you unpack it, every time
• Without a video as proof, we cannot accept a claim in any case

What You Can Claim

• The product is broken, damaged or missing
• The product does not match what you ordered (including when it has not been opened or used)

Opened Products

• If a product has been opened, we accept a claim only when the contents inside are broken or damaged
• An opened product in normal condition is not covered

What We Do Not Accept

• A change of mind
• A claim with no unboxing video
• A claim reported more than 7 days after you received the parcel
• An opened product in normal condition
• International parcels refused or seized by destination customs, which is the customer's responsibility

How to Make a Claim

1. Message us on LINE @beautysupply within 7 days of receiving the parcel
2. Send your order number, the reason, and the unboxing video, plus photos of the product and box
3. We review and reply within 1-2 business days
4. If your claim qualifies, we will tell you what happens next. Please do not send anything back until we confirm

Refunds

• When we approve a refund, we transfer it to the bank account you give us within 7 business days of telling you the review is complete
• An order not paid within the payment window is cancelled automatically and nothing is charged
• If an item cannot be shipped because it sold out after you paid, we will tell you and refund in full