Refund policy

💕 Return & Refund Policy

We want you to love your order — but due to the nature of our products, we have specific return and refund conditions to ensure safety and hygiene for all customers.

📦 Return Eligibility

To be eligible for a return:

  • Your item must be unused, unopened, and in its original packaging

  • Return request must be made within 7 days of delivery

  • You must contact us before sending any item back — unauthorized returns will not be accepted

  • We do not offer refunds for delays caused by postal carriers, customs, or holiday-related congestion.

❌ Non-Returnable & Final Sale Items

For hygiene and promotional reasons, the following cannot be returned or refunded:

  • Opened or used beauty products (including lashes)

  • All promotional, on sale, or discounted items — these are final sale

  • Free gifts or add-ons

  • Orders placed using suspicious activity, including test orders whether or not they contain a valid physical product, are not eligible for return or refund.

  • We do not accept returns or refunds for a change of mind once your order has been placed and shipped, including if you no longer want the product, found it elsewhere, or received it within the stated delivery timeframe but no longer require it.

  • Claims based on appearance or ‘not as expected’ without verifiable manufacturing defects are not considered product defects.

💸 Refunds

If your return is approved:

  • A refund will be issued to your original payment method (excluding shipping fees)

  • In some cases, store credit may be provided instead

  • Refunds are processed within 5–10 business days after inspection of the returned item

📸 Damaged or Defective Items

If your item arrives damaged or defective:

  1. Contact us within 3 days of delivery
  2. Provide clear photos or videos of the sealed item, its packaging, and the issue
  3. A free replacement will be provided first

If the item is visibly damaged or defective while still sealed and unopened, we will cover the return shipping cost or may not require the item to be returned at all, depending on the situation.

If the sealed case is opened before photo evidence is provided, we may be unable to verify whether the damage occurred before delivery.

In this case:

  • A free replacement will still be offered
  • If the customer declines the free replacement and requests a refund instead, return shipping costs must be covered by the customer

Refunds for defective items are only issued if a replacement is unavailable or at our discretion after reviewing the claim.

Refunds are processed after the returned item is inspected and verified.

🚚 Return Shipping

  • Customers are responsible for return shipping for all returns, including defective items where the customer refuses a free replacement and requests a refund instead.
  • The only exception is if we are unable to provide a replacement and a refund is issued directly — in that case, we will cover return shipping.
  • All returns must be sent using a trackable method.
  • Untracked returns that do not arrive cannot be refunded, as delivery cannot be verified.

⚠️ Suspicious/Test Orders

We reserve the right to deny refunds for orders placed with manipulated intent (such as purchasing only free or low-cost items to test shipping systems whether or not they contain a valid physical product). Conditional shipping rates applied to such orders are final.

For full details, please refer to our Terms of Service under Section 6, Suspicious Order Protection.

📫 Lost or Stolen Package Policy

Once an order has been shipped and marked as “Delivered” by the carrier, we are no longer responsible for lost or stolen packages. Ownership of the package transfers to the customer at the time of delivery.

If your package is missing but shows as delivered:

  • First, please check with neighbors, household members, or your building’s mailroom/front desk.
  • Sometimes carriers leave packages in hidden or safe spots (e.g., side doors, porches, behind bushes).
  • If the package still cannot be found, we recommend contacting the carrier directly to open a claim.

To help prevent this issue, we encourage customers to:

  • Use a secure shipping address (such as a workplace or P.O. box if possible).
  • Add shipping insurance or request signature confirmation at checkout (if available).

⚠️ Please Note: We cannot issue refunds or replacements for packages that are lost or stolen after being marked delivered. However, we’re happy to assist you in filing a claim with the carrier or provide documentation to support your claim.

📮 Returns

All returns must be sent to our official return address:

133 Briarwood Dr
Eastern Passage NS B3G 1B7
Canada

📬 Questions?

If you have any questions or concerns about your order, reach out to us at magluxehelp@gmail.com — we’re always happy to help.