The short version

• Opened a lotion or face serum and not in love? Our 30-Day Love-It Guarantee covers opened lotions and face serums. You keep it, and we'll send a free exchange or add store credit to your account. If neither works for you, we'll refund it.
• Our mistake? If anything arrives damaged, leaking, defective, wrong, or mislabeled, it's always covered and we pay all shipping.
• Changed your mind before opening? Send it back unopened within 30 days for a refund or exchange.
• Need help? Email customersupport@visionsofyoubeautiful.shop with your order number and a photo.

1The 30-Day Love-It Guarantee

Try it and use it. If you're not loving the scent, the texture, or how it feels on your skin, tell us within 30 days of delivery. Yes, even if it's opened.

What it covers

The Love-It Guarantee covers our lotions and face serums only:

• Lotions: Goat's Milk & Tallow Body Lotion, Goat's Milk & Tallow Magnesium Lotion, and Solid Tallow Lotion Bitty Bits
• Face serums: Vita C Glow, Niacinamide, Glycolic Acid 15% Resurfacing, and Retinol Youth Renewal

Everything else, including soaps, body wash, hair care, bath oil, scrubs, face oils, cleanser, moisturizer, accessories, and the Pro Glow LED Mask, is covered by our unopened-returns rules (Section 2) and our-mistakes coverage (Section 3).

How we make it right

• First choice: a free exchange. Pick a different scent or product and we'll ship it to you at no cost.
• Or store credit for what you paid, added to your Visions of You Beautiful account to use whenever you're ready.
• If an exchange or credit isn't right for you, we'll give you a cash refund to your original payment method.
• Keep it. You don't need to send an opened lotion or serum back. Pass it to a friend or finish it up.

Keeping it fair for everyone

• One Love-It claim per customer. We keep a record of claims so the guarantee stays around for everyone.
• Cash refunds on opened items are limited to one item per order. Other covered items in the same claim can still be exchanged or turned into store credit.
• Claims for our mistakes (Section 3) never count toward this limit.

2Changed Your Mind? Unopened Returns

If you'd rather return something you haven't opened, that's fine too. This applies to all our products.

• The item must be unused and unopened, with the seal unbroken, the product not applied, and in its original packaging.
• Pro Glow LED Face + Neck Mask: we can only accept it if it's unused and still sealed in its box. The mask isn't part of the Love-It Guarantee.
• Tell us within 30 days of delivery, and we'll send you the return address.
• You cover return shipping. Please use a trackable shipping method. We can't be responsible for returns lost on the way back to us.
• Once your return arrives and we've checked it, we'll process your refund or exchange within 5 business days.

Unopened returns are separate from the Love-It Guarantee and don't use up your one claim.

3Our Mistakes Are Always Covered

If any product arrives damaged, leaking, defective, wrong, or mislabeled, that's on us, including sale items. We'll replace it or refund it, we pay all shipping, and it never counts toward your Love-It claim. Just let us know within 30 days of delivery.

3.1 Lotions, serums & body care

Please don't send it back. A leaking bottle isn't something you should have to mail. Email us:

• a short description of what happened
• a clear photo of the item and the outer box
• the batch number on the bottom of the container, if you can see it

We aim to reply within 1 business day and get a replacement on its way.

3.2 Pro Glow LED Face + Neck Mask

If you think your mask is defective, please stop using it. Send us a description, a photo or video of the problem, and the serial number on the underside of the device. Because the mask is an electronic device, we'll need it back: we'll email you a prepaid return label, and your replacement ships as soon as the original reaches us. We aim to reply and send the label within 1 business day.

4Sale Items, Gift Cards & Exclusions

These can't be returned, exchanged, or claimed under the Love-It Guarantee:

• Sale and marked-down items
• Gift cards
• Bottles or tins that are more than half used. The 30 days are for deciding whether you love it, not for finishing it.
• Products bought from resellers or anywhere other than visionsofyoubeautiful.shop, and orders placed for resale. We can only cover purchases made directly from us.
• Requests made more than 30 days after delivery

If something arrives damaged, defective, wrong, or mislabeled, it's still covered under Section 3, even if it was on sale.

5Shipping Delays & Lost Packages

Once your order ships, the carrier handles delivery. We can't control carrier delays, but we'll make sure your order gets to you.

5.1 Delayed but still moving

If tracking shows movement but delivery is running late, we'll keep an eye on it and send you an update with a new estimate. We don't issue refunds while a package is still on its way.

5.2 Missed the new estimate, or a carrier mistake

If a package misses its updated delivery estimate, including after a misroute or sorting error, you choose: a free replacement or a full refund. (We can't do both, since we can't get the original back.)

5.3 Confirmed lost

If the carrier confirms a package is lost (not just delayed), we'll send a replacement or a full refund right away. Your choice.

5.4 It turned up after all

If a refunded or replaced package arrives later, please refuse delivery or email us and we'll arrange a return at our cost. We can't offer both the refund or replacement and the original package.

6How to Start a Claim

One email does it:

Refunds always go back to your original payment method. Returned items are processed within 5 business days of arriving with us. Depending on your bank, a refund can take up to 10 business days to show up.