Politique de remboursement

VHUES BEAUTY

RETURNS & REFUNDS — COMPLETE CONFIDENCE POLICY

Effective Date: October 8, 2025
Last Updated: February 2, 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

This Policy does not apply to:

International shipments
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 delivery date).

4. Eligibility (Modern Hygiene Standard)

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

Returnable Items (If 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, lip balms
Mascaras, eyeliners, brow gels, brow pencils
Gel eyeliners or cream products in pots
Tube products with wands (e.g., concealers, liquid shadows)
Brushes, sponges, or tools that contact the face
Single-use items, samples, PR 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.

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:

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

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

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.

Assisted Returns

Customers may also email support@vhues.ca with:

Order number
Reason for return

If a return is approved, a free prepaid return label is issued (U.S. & Canada only).

Ship the return using the provided label and retain carrier acceptance confirmation.

Returns must be authorized before shipment. Unapproved returns may be refused.

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)

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.

9. Refunds

9.1 Refund Method

Refunded to the original payment method or store credit, as requested
No exchanges are offered at this time

9.2 Currency

Refunds are issued in the original transaction currency
- USD for U.S. orders
- CAD for Canadian orders

9.3 Timing

Processing: 7–14 business days after return receipt
Bank posting: 5-7 business days, depending on financial institution

9.4 Shipping, Taxes & Duties

Original shipping charges are non-refundable
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

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

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.