Politique de remboursement

VHUES BEAUTY

RETURNS & REFUNDS

COMPLETE CONFIDENCE POLICY

Effective Date: October 8, 2025
Last Updated: June 21, 2026

1. Consumer Rights

Nothing in this Policy limits any non-waivable consumer rights that apply to you under applicable law. This includes statutory rights related to defective, damaged, or mis-described goods.

2. Scope & Applicability

This Policy applies only to:

  • Orders placed directly on vhues.ca; and

  • Orders shipped to addresses within the United States or Canada, or eligible consumer orders to which European Union consumer withdrawal law applies.

For orders shipped to the United States or Canada, the general return provisions in Sections 3 through 13 apply.

For eligible European Union consumer orders, Section 3A applies. If Section 3A conflicts with another provision of this Policy, Section 3A controls for that eligible European Union order.

This Policy does not otherwise apply to:

  • International shipments outside the European Union, except where mandatory consumer law provides otherwise

  • Purchases made through third-party retailers, marketplaces, or resale platforms

3. 45-Day Returns — U.S. & Canada

3.1 Return Window

Eligible returns must be requested within 45 days of the original purchase date, not the delivery date.

3A. European Union Right of Withdrawal, Returns & Cancellations

3A.1 Applicability

This section applies to eligible consumer purchases made through vhues.ca where European Union consumer withdrawal law applies, including eligible orders delivered to an address within a member state of the European Union.

Nothing in this section limits any mandatory consumer right available under applicable European Union or national law.

If this section conflicts with another provision of this Policy, this section controls for the eligible European Union order.

3A.2 Fourteen-Day Right of Withdrawal

Customers may withdraw from an eligible purchase within 14 calendar days without providing a reason.

The withdrawal period begins on the day after the customer, or a third party designated by the customer other than the carrier, receives:

  • The item, for an order containing one item; or

  • The final item, for an order containing multiple items delivered separately.

Where the final day of the withdrawal period falls on a weekend or applicable public holiday, the deadline is extended to the next applicable working day as required by law.

To meet the withdrawal deadline, the customer must submit the withdrawal notice before the withdrawal period expires.

3A.3 Cancellation Requests Before Fulfilment

Customers may request cancellation of unfulfilled items until those items are fulfilled.

Cancellation requests may be submitted through the customer account portal:

https://account.vhues.ca

VHUES will make reasonable efforts to stop fulfilment after receiving a cancellation request.

Submitting a cancellation request does not guarantee that an order can be stopped if processing, production, or shipment has already begun.

If fulfilment cannot be stopped, the customer may still exercise any applicable right of withdrawal and return eligible goods after delivery.

3A.4 How to Exercise the Right of Withdrawal

Customers may notify VHUES of their decision to withdraw using either of the following online options:

Customer Account Portal
https://account.vhues.ca

Online Withdrawal and Return Request Form
No customer account login is required.
https://vhues.ca/pages/create-return-request

Customers may also provide an unequivocal withdrawal notice by emailing:

support@vhues.ca

The notice should include sufficient information to identify the customer and the relevant order, such as:

  • Customer name

  • Order number

  • Email address associated with the order

  • The item or items being withdrawn

An eligible European Union withdrawal is not subject to discretionary approval. VHUES may, however, verify the order details, applicable deadlines, product condition, and whether a lawful exemption applies.

When the online withdrawal function is used, VHUES will send an acknowledgement of receipt by email or another durable medium without undue delay. The acknowledgement will include the content of the submission and the date and time it was submitted.

3A.5 Returning Goods After Notice

After notifying VHUES of the withdrawal, the customer must send the eligible goods back without undue delay and no later than 14 calendar days after the date on which the withdrawal notice was submitted.

The return deadline is met when the customer sends the goods before the 14-day return period expires.

Return instructions and the applicable return address will be provided after the withdrawal notice is received.

Customers must package returned products securely and should retain:

  • Proof of shipment

  • Carrier acceptance confirmation

  • Tracking information, where available

Customers should not send a European Union return to an address other than the return address provided by VHUES.

3A.6 Return Shipping and Fees

For an ordinary European Union withdrawal or change-of-mind return, the customer is responsible for the direct cost of returning the goods.

Customers must purchase and arrange their own return shipping unless VHUES expressly agrees otherwise.

VHUES does not provide a prepaid return label for an ordinary European Union withdrawal.

VHUES will cover appropriate return, replacement, or resolution costs where an item is:

  • Damaged in transit

  • Defective

  • Incorrect

  • Mis-shipped

  • Mis-described

No automatic or predetermined restocking fee applies to European Union withdrawal returns.

3A.7 Refund Amount

For an eligible withdrawal of the entire order, VHUES will reimburse:

  • The amount paid for the eligible returned goods; and

  • The cost of the least expensive standard outbound delivery option offered for the order.

If the customer selected an upgraded, expedited, express, or premium delivery option, the additional cost above the least expensive standard delivery option is not refundable unless required by applicable law.

For a partial withdrawal involving only some items in an order, original outbound delivery costs will be refunded only where required by applicable law.

Any customs charges, import duties, brokerage charges, or similar fees collected independently by customs authorities or third parties may need to be reclaimed directly from the applicable authority or provider.

3A.8 Refund Method and Timing

Refunds will be issued using the same payment method used for the original transaction unless the customer expressly agrees to another method.

The customer will not be charged a fee by VHUES for receiving the refund.

VHUES will issue the reimbursement without undue delay and no later than 14 calendar days after being informed of the customer’s decision to withdraw.

VHUES may withhold reimbursement until:

  • The returned goods have been received; or

  • The customer provides acceptable evidence that the goods were sent back,

whichever occurs first.

Once the goods or acceptable proof of shipment have been received, any withheld reimbursement will be released without undue delay.

After VHUES issues the refund, additional processing time may be required by the customer’s bank, credit card issuer, or payment provider before the funds appear in the customer’s account.

3A.9 Inspection and Diminished Value

Customers may inspect goods only to the extent reasonably necessary to establish their nature, characteristics, and functioning, similar to how the goods could reasonably be inspected in a physical retail environment.

Where permitted by applicable law, VHUES may reduce the refund to reflect actual diminished value caused by handling or use beyond what was reasonably necessary to inspect the product.

Any diminished-value deduction will be assessed individually based on the condition of the returned product.

A predetermined or automatic restocking fee will not be imposed.

3A.10 Hygiene and Other Exemptions

The European Union right of withdrawal does not apply where a lawful statutory exemption applies.

This may include sealed goods that:

  • Are not suitable for return for health protection or hygiene reasons; and

  • Were unsealed after delivery.

Depending on the product, packaging, seal, and manner of use, this may include sealed cosmetics or personal-care products with direct-contact applicators where the hygiene seal has been removed.

Products may include, where the lawful exemption applies:

  • Lipsticks

  • Lip glosses

  • Lip oils

  • Lip balms

  • Mascaras

  • Eyeliners

  • Brow products

  • Products with wand applicators

  • Products in open pots or tubs

  • Brushes, sponges, or other direct-contact beauty tools

A product is not excluded from the European Union right of withdrawal solely because it is described as final sale. The exclusion applies only where a lawful statutory exemption applies.

The customer’s rights relating to damaged, defective, incorrect, mis-shipped, unsafe, or mis-described goods remain unaffected.

4. Eligibility — Modern Hygiene Standard

VHUES BEAUTY follows a hygiene-based return classification aligned with current North American beauty retail standards.

Returnable Items — New or Lightly Used

Products may be returned if all of the following apply:

  • Dispensed via pump, dropper, or squeeze tube

  • No direct skin contact occurs during dispensing

  • Used only for shade matching, sensitivity testing, or brief evaluation

  • At least 80% of the original contents remain

  • Returned with original packaging and all essential components

Examples of eligible products, if lightly used:

  • Liquid foundation in pump bottles

  • Face or eye primers

  • Skincare serums or moisturizers in pumps or tubes

Eligibility is verified upon inspection.

Final Sale for Hygiene — Not Returnable

For hygiene and safety reasons, the following items are final sale once opened or used, unless damaged, defective, or mis-shipped:

  • Products with direct-contact applicators

  • Products with open-pot or tub packaging

  • Products that cannot be hygienically resold

Examples include, but are not limited to:

  • Lipsticks, lip glosses, lip oils, and lip balms

  • Mascaras, eyeliners, brow gels, and brow pencils

  • Gel eyeliners or cream products in pots

  • Tube products with wands, such as concealers or liquid shadows

  • Brushes, sponges, or tools that contact the face

  • Single-use items, samples, PR products, or gifted products

Final-sale status is disclosed on product pages and at checkout where applicable.

Note: While return requests may be submitted for all products, approval is subject to the hygiene, condition, and inspection standards described below.

For eligible European Union consumer orders, the statutory rules and lawful exemptions described in Section 3A apply. A final-sale designation does not override any non-waivable consumer right.

5. Damage, Defects & Order Errors

Items are always eligible for return or replacement if they arrive:

  • Damaged in transit

  • Defective

  • Incorrect or mis-shipped

Requirements

  • The issue must be reported within 7 days of delivery.

  • Clear photos are required for verification.

  • VHUES may offer a refund or replacement at its discretion, subject to any mandatory consumer rights that apply.

6. Return Process

Customers may request a return in one of the following ways.

Self-Serve Returns

Customers may request a return by logging into their customer account at:

https://account.vhues.ca

For U.S. and Canadian orders, return requests submitted through customer accounts are not automatically approved. All requests are reviewed and approved in accordance with the hygiene, condition, and inspection standards outlined in this Policy.

For eligible European Union orders, Section 3A applies.

Online Withdrawal and Return Request Form

Customers may submit a return or withdrawal request without logging into a customer account at:

https://vhues.ca/pages/create-return-request

The online form may be used by eligible European Union customers to exercise their right of withdrawal.

Assisted Returns

Customers may also email:

support@vhues.ca

Please include:

  • Order number

  • Reason for return or a clear statement that you wish to withdraw from the order

  • Any required photographs for damaged, defective, incorrect, or mis-shipped items

If a U.S. or Canadian return is approved, a free prepaid return label is issued.

For an ordinary European Union withdrawal, the customer is responsible for purchasing and arranging return shipping, as described in Section 3A.

Returns must be authorized or properly notified before shipment. Unapproved or unidentified returns may be refused, except where refusal would conflict with mandatory consumer law.

7. Prepaid Return Labels — U.S. & Canada

  • Free prepaid return labels are provided for all eligible returns.

  • Remote or carrier-designated extended-area addresses may be reviewed case-by-case.

  • VHUES assumes shipment risk only once the carrier acceptance scan is recorded, or as required by local law, including Quebec and California.

This section does not apply to ordinary European Union change-of-mind withdrawals. European Union return shipping responsibilities are described in Section 3A.

8. Condition Verification & Inspection

All returned items are inspected upon receipt.

VHUES may verify condition using:

  • Visual inspection

  • Weight checks

  • Photographic documentation

Returns that fail eligibility standards may be refused or partially refunded.

For eligible European Union withdrawals, any refusal, exemption, or deduction for diminished value will be handled in accordance with Section 3A and applicable law.

9. Refunds

9.1 Refund Method

  • Refunds are issued to the original payment method or as store credit, as requested.

  • No exchanges are offered at this time.

For eligible European Union withdrawals, refunds will be issued using the original payment method unless the customer expressly agrees to another method.

9.2 Currency

Refunds are issued in the original transaction currency:

  • USD for U.S. orders

  • CAD for Canadian orders

  • European Union and other eligible international refunds are issued in the original transaction currency used for the order

9.3 Timing

For eligible U.S. and Canadian returns:

  • Processing: 7–14 business days after return receipt

  • Bank posting: 5–7 business days, depending on the financial institution

For eligible European Union withdrawals, the refund timing described in Section 3A applies.

After a refund is issued, additional bank or payment-provider processing time may apply.

9.4 Shipping, Taxes & Duties

  • For U.S. and Canadian change-of-mind returns, original shipping charges are non-refundable.

  • For an eligible European Union withdrawal of the entire order, VHUES will refund the cost of the least expensive standard outbound delivery option offered for the order, as described in Section 3A.

  • Additional costs for express, expedited, upgraded, or premium shipping are not refundable unless required by law.

  • Taxes and duties are refunded only for damaged, defective, or mis-shipped items, or where required by law.

  • Promotional discounts are not reinstated.

10. Gifts & Bundles

  • Gift recipients may return eligible items for store credit only.

  • Bundles or sets must be returned complete to qualify for a refund.

  • Partial bundle returns are refunded on a pro-rated basis.

Where mandatory consumer law applies, this section will be interpreted consistently with those rights.

11. Fraud Prevention & Fair Use

To protect customers and maintain fairness:

  • Excessive or abusive return activity may restrict eligibility.

  • Two returns within a 12-month period may trigger review.

  • Chargebacks initiated outside this process may void return privileges.

Nothing in this section limits a customer’s right to exercise a valid statutory withdrawal, warranty, chargeback, or consumer-protection right.

12. Administrative

  • This Policy may be updated prospectively.

  • Invalid provisions do not affect enforceability of the remainder.

  • Privacy handling is governed by the Privacy Policy.

13. Governing Law

This Policy is governed by the laws of British Columbia, Canada, subject to mandatory consumer protection laws applicable in the customer’s jurisdiction.

Our Complete Confidence Commitment

  • 45-Day Returns on eligible products in the U.S. and Canada

  • Free prepaid returns in the U.S. and Canada

  • 14-Day European Union right of withdrawal on eligible consumer orders

  • Customer-arranged return shipping for ordinary European Union withdrawal returns

  • Clear hygiene standards without compromise

Confidence through clarity.

For shipping timelines, see the Shipping Policy.