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BeautyVaultz

Policy

Returns and refunds

Thirty days to change your mind on eligible unopened items. Last updated 19 September 2026.

We inspect every order before it ships, so that what reaches you is authentic and in good condition. If something is still not right, here is exactly where you stand.

The short version

Changed your mind

To qualify for a change-of-mind return, an item must be:

Return postage on a change-of-mind return is paid by you. Use a trackable service — we cannot refund a parcel that never arrives.

What cannot be returned

Once a cosmetic product has been opened it cannot safely be sold to anyone else, so it cannot come back into stock. This is why an opened product cannot be returned because the texture, scent or finish was not what you expected, or because it did not agree with your skin. We know that is disappointing, and it is the same rule at any beauty retailer that handles products responsibly.

If a product caused a reaction, please still tell us. We cannot refund an opened item on that basis, but we do want to know — it is useful to us, and we would rather hear it than not.

Damaged in transit

If a parcel arrives crushed, leaking or broken, that is ours to put right. Email support@beautyvaultz.com within 7 days of delivery with:

We will replace the item or refund it. You do not need to contact the carrier — the shipping contract is ours, so any claim is ours to file. Please keep the box and packing material until we have confirmed the outcome, as a carrier may want to inspect it.

Defective items

A product that is discoloured, separated, contaminated, past date, or otherwise not as it should be is a quality fault. Email support@beautyvaultz.com within 7 days of delivery with:

In most cases you will not need to send anything back. Once we have seen the photos we will issue a full refund or send a replacement at no cost to you, whichever you prefer, and you can dispose of the item. The batch code matters: it tells us which production lot the unit came from, so we can check the rest of that lot and raise it with the brand.

If you think a product is not authentic

We take this seriously, and we would rather you asked than wondered. Every product we sell is sourced through authorised channels.

If you believe an item is not genuine, email support@beautyvaultz.com with your order number, photos of the product, and a photo of the batch code and barcode on the packaging. In many cases we can resolve it from the photos alone.

Where we cannot, we will ask you to return the item so we can inspect it. A refund is issued once the item has arrived and been examined, not before. If the product turns out not to be what it should be, we refund you in full and cover your return postage. If it is genuine, we will explain what we found and send it back to you at our cost.

A note on packaging and batch differences

Korean beauty brands update their packaging, and sometimes their formulas, more often than most. Two authentic bottles of the same product bought months apart can look different, smell slightly different, or feel slightly different on the skin. A changed box, a new cap, a shifted logo or a fainter scent is almost always a newer or older production run — not a counterfeit.

If something looks unfamiliar, send us the batch code before assuming the worst. We can usually tell you exactly which production run it came from.

Refunds

Approved refunds go back to the original payment method. They typically appear within 5–10 business days — the exact timing is set by your bank or card issuer, not by us. You will receive an email when a refund is issued.

Original shipping charges are not refunded unless the error was ours. Standard U.S. shipping is free, so on most orders there is nothing to deduct.

Exchanges

We do not offer exchanges. If you would like a different product, return the eligible item for a refund and place a new order. Please check your shades, sizes and quantities before you check out.

Questions

Anything unclear, ask before you send something back: support@beautyvaultz.com. Quote your order number and we will get to you quickly.