Refund policy

Refund and Returns Policy

Last updated: June 11, 2026

Thank you for shopping with UrBeauty. We want you to be happy with your order. This Refund and Returns Policy explains when refunds, replacements, cancellations, and returns are available.

UrBeauty sells beauty and cosmetic products. Because these products may be applied to the skin, lips, eyes, or face, health and hygiene rules are important.

1. How fulfillment works

UrBeauty works with supplier partners to fulfill orders. Some products are shipped directly from our supplier partners to the customer.

This means we may not physically handle the product before it reaches you. However, we still provide customer support for eligible refund, replacement, damage, defect, allergic reaction, and shipping claims.

2. Change-of-mind returns

For customers in the United States and other locations where no mandatory cancellation or return right applies, we do not accept returns or issue refunds for change-of-mind purchases.

Change-of-mind includes, but is not limited to:

You no longer want the item
You ordered the wrong shade, color, or product
You found the item cheaper elsewhere
You changed your mind after placing the order
You do not want to wait for the shipping timeframe shown at checkout
You did not read the product description, ingredients, shipping policy, or delivery estimate before ordering

All sales are final unless your order qualifies under this policy or mandatory consumer laws in your location.

3. Mandatory consumer rights

Nothing in this policy limits any mandatory rights you may have under the consumer laws of your country, state, province, or region.

For customers in regions with mandatory distance-selling, cooling-off, or withdrawal rights, we will honor those rights where required by law.

For hygiene and safety reasons, opened, unsealed, used, tested, contaminated, or tampered-with cosmetics and beauty products may not be eligible for return unless they are defective, damaged, incorrect, unsafe, or not as described.

If your location gives you a mandatory right to cancel or return an eligible unopened item, contact us within the legally required timeframe and we will provide instructions.

Customers are responsible for return shipping costs unless the return is caused by our error, a defective item, a damaged item, an incorrect item, or applicable law requires otherwise.

4. Cosmetics hygiene rule

We do not accept returns of opened, used, unsealed, tested, contaminated, or tampered-with cosmetics or beauty products unless the item is defective, damaged, incorrect, unsafe, expired, or not as described.

This is because cosmetics may come into contact with skin, lips, eyes, or the face and cannot safely be resold once opened or used.

Examples of items we generally cannot accept for return after opening or use include:

Lip products
Eye products
Skin products
Creams
Serums
Makeup products
Cosmetic tools or applicators that have been used
Any product with a broken safety seal

5. Defective, damaged, expired, contaminated, or wrong items

If your item arrives broken, leaking, contaminated, expired, defective, missing parts, or different from what you ordered, you may qualify for a refund or replacement.

Email us within 7 days of delivery with:

Your order number
Clear photos of the item
Clear photos of the packaging
A short description of the issue
Whether you prefer a refund or replacement

If your claim is approved, we will issue a refund or send a replacement at no additional cost.

We may not require defective or contaminated cosmetic items to be returned. In some cases, we may ask you to safely dispose of the item instead.

6. Allergic reactions and product safety concerns

Cosmetic reactions can happen even when a product is properly made and labeled.

If you experience irritation, redness, swelling, burning, rash, allergic reaction, or another concerning reaction:

Stop using the product immediately.
Seek medical help if symptoms are serious, severe, or worsening.
Email us as soon as possible.

Please include:

Your order number
Photos of the product
Photos of the product label, if available
Photos of the reaction, if you are comfortable sharing them
A description of what happened
The date you first used the product
The date symptoms started
Whether medical care was needed

We review product safety concerns carefully. Depending on the situation, we may issue a refund, send a replacement, request more information, or collect details needed for safety and regulatory reporting.

A refund for an allergic reaction or safety concern is not intended to replace medical advice or medical care.

7. Missing items

If your order arrives missing an item, email us within 7 days of delivery.

Please include:

Your order number
A photo of everything you received
A photo of the package and shipping label
The name of the missing item

If the item shipped separately, we will provide tracking when available. If the item was not shipped or appears missing, we will reship it or issue a refund.

8. Order cancellations before shipping

If you want to cancel an order, email us as soon as possible.

We can cancel and refund an order only if it has not yet been transmitted to our supplier, packed, shipped, or processed for fulfillment.

Once an order has entered fulfillment, we may not be able to cancel it.

If your order has already shipped, it will be handled under this Refund and Returns Policy and our Shipping Policy.

9. Refused packages and failed delivery

If a package is refused, unclaimed, rejected due to customs fees, or returned because of an incorrect or incomplete address, we may deduct the following from any refund:

Original shipping cost
Return shipping cost
Carrier fees
Customs or import charges
Supplier restocking or handling charges, if any

This does not apply where prohibited by law.

10. Refund processing time

If a refund is approved, we will process it within 10 business days.

Refunds are issued to the original payment method used at checkout.

Your bank, card issuer, or payment provider may take additional time to post the refund to your account.

If more than 15 business days have passed since we approved your refund, contact us at urbeautysupport@gmail.com.

11. Replacements

If we approve a replacement, normal processing and shipping times apply.

Replacement orders may be shipped from the same or a different supplier location depending on availability.

12. How to start a refund or replacement claim

Email: urbeautysupport@gmail.com

Subject line: Refund Request — Order #[your order number]

Include:

Your order number
The reason for your request
Photos, if the item is damaged, defective, wrong, contaminated, expired, missing, or caused a reaction
Whether you prefer a refund or replacement

We respond within 48 business hours, Monday to Friday.