Return & Refund Policy

Visions of You Beauty Co. (VOYB)

Last updated: August 25, 2026

This policy covers all VOYB products: lotions, face serums, and the LED face mask. At Visions of You, your satisfaction is our priority, and we are committed to helping you find the perfect ritual for your skin.

1. The 30-Day Satisfaction Window

You have 30 days from the delivery date to request a return, exchange, or damage/defect claim. Change-of-mind returns and exchanges (Section 2) require the item to be unused. Damaged or defective items (Section 3) are handled separately and do not need to be unused.

• Fragrance Guidance: Choosing a scent online can be a journey. If you are unsure which fragrance profile suits you best, reach out to our team for a personal consultation before or after your purchase — we're happy to describe our lotions and serums in detail to help you find your signature scent.
• Trackable Shipping: For any return that requires shipping the item back to us, we recommend a trackable method. VOYB is not responsible for items lost or damaged in transit back to us.

2. Change of Mind (Returns & Exchanges)

Only unused, unopened items are eligible under this section — original seal unbroken, product not applied, LED mask not powered on.

2.1 Your First Exchange: On Us (Lotions & Serums)

For your first change-of-mind exchange on a lotion or serum, you don't need to send the original item back — as long as it's a sample or travel-size product. For full-size items, we'll cover your first exchange, but ask that you cover return shipping, or send us a photo of the unused portion in lieu of shipping it back. This courtesy applies to exchanges only; refunds on opened or tested products are not guaranteed and are considered case-by-case. This is a one-time courtesy per customer; we track exchange history to apply it fairly and prevent misuse. The LED face mask is not eligible for this courtesy — see Section 2.2.

2.2 Refunds & All Other Exchanges

For a refund; for any lotion or serum exchange beyond your first; or for any LED face mask return or exchange, regardless of history, the item must be unused, in its original packaging, and shipped back to us within 30 days of the delivery date. Return shipping is the buyer's responsibility. Once we receive and inspect the item, we will process your refund or exchange within 5 business days.

3. Damaged or Defective Items

3.1 Lotions & Serums

We do not need the item back — a leaking or compromised container isn't something we want returned to us. To verify a claim, send us:

• Written Evidence: A brief description of the issue.
• Visual Documentation: Clear photos of the damage or defect and the outer packaging.
• Batch Number: printed on the bottom of the container.

Once verified, your first damage or defect claim is fast-tracked: we replace the item at no cost, no return required, and we aim to acknowledge the claim within 1 business day. If we see a repeat pattern on the same customer or order history, those claims are reviewed individually — we may request additional documentation, and the resolution (replacement, credit, or refund) is decided case-by-case rather than automatic. This isn't about doubting a genuine problem; it's how we keep the guarantee fair and sustainable for everyone.

3.2 LED Face Mask

Please stop using the device immediately if you suspect a defect. To verify a claim, send us a written description of the issue, clear photos or video of the problem, and the serial number printed on the underside of the device.

Because of the mask's value, we require the original device back before a replacement ships. Once your claim is verified, we will email a prepaid return label at no cost to you — this is our error to fix, not yours to pay for. As soon as we receive the returned device, we will ship your replacement. We aim to acknowledge the claim within 1 business day and get a return label out the same day.

4. Non-Returnable Items

The following cannot be returned or exchanged under Section 2:

• Items that have been used, applied, or powered on.
• Items outside the 30-day window.
• Sale items or gift cards.

Note: this exclusion applies to change-of-mind returns and exchanges only. A defective or damaged item is still covered under Section 3, regardless of sale status.

5. Shipping Delays & Lost Packages

Once your order ships, delivery is handled by our shipping carrier. While we're not responsible for carrier delays, we stand behind getting your order to you.

5.1 Delayed but Tracking

If tracking shows movement but delivery is running behind the original estimate, we ask for your patience while we monitor it. We'll proactively reach out with a status update and a revised delivery estimate. Refunds are not issued while a package is still actively tracking toward delivery.

5.2 Missed Estimate or Carrier Error

If a package misses its revised delivery estimate — including due to a carrier misroute or sorting error — you may choose to have us ship a replacement at no cost, or issue a full refund. We're not able to offer both, as this leaves us unable to recover the original item.

5.3 Confirmed Lost

If the carrier confirms a package as lost (not simply delayed), we will ship a replacement or issue a full refund, your choice, without waiting for a missed-estimate window.

5.4 Recovered Packages

If a package that was refunded or replaced later arrives, we ask that you refuse delivery or contact us to arrange a return at our cost. Keeping both the refund or replacement and the original delivery isn't something we can offer.

6. How to Start a Claim

Email Customersupport@Visionsofyoubeautiful.shop with your order number.

• Returns or exchanges: let us know whether you'd like a refund or what you'd like to exchange your item for.
• Damage or defect claims: include the photo documentation and batch/serial number described in Section 3 so we can move straight to a resolution.

We aim to acknowledge defect claims within 1 business day and resolve all other inquiries within 3–5 business days.