VHUES BEAUTY

RETURNS & REFUNDS

COMPLETE CONFIDENCE POLICY

Effective Date: October 8, 2025
Last Updated: August 27, 2026

1. Consumer Rights

Nothing in this Policy limits or excludes any non-waivable consumer right or remedy available under applicable law.

This includes rights relating to goods that are defective, damaged, unsafe, incorrect, mis-shipped, mis-described, or otherwise fail to meet applicable legal requirements.

Where applicable consumer law provides greater protection than this Policy, the applicable law controls.

2. Scope & Applicability

This Policy applies to orders placed directly through vhues.ca.

Different return terms apply depending on the destination of the order:

United States & Canada

Eligible products may be returned within 45 days of delivery of the applicable item.

VHUES provides free prepaid return shipping for eligible U.S. and Canadian returns.

All Other Eligible Destinations

Eligible products may be returned within 14 days after delivery of the final item in the order.

For ordinary change-of-mind returns outside the United States and Canada, customers are responsible for arranging and paying for return shipping unless VHUES expressly agrees otherwise or applicable law requires a different result.

Where the final day of an applicable return period falls on a weekend or applicable public holiday, the return period may be extended to the next applicable working day.

Third-Party Purchases

This Policy does not apply to purchases made through third-party retailers, marketplaces, or resale platforms. Returns for those purchases must be handled according to the policies of the applicable seller, except where otherwise required by law.

3. 45-Day Returns — United States & Canada

3.1 Return Window

Eligible U.S. and Canadian returns must be requested within 45 calendar days of delivery of the item being returned.

For orders delivered in multiple shipments, each item's return window begins when that item is delivered.

3.2 Return Shipping

VHUES provides a free prepaid return label for eligible U.S. and Canadian returns.

Return eligibility remains subject to the hygiene, condition, product-specific, and inspection requirements described in this Policy.

3.3 No Restocking Fee

VHUES does not charge a predetermined restocking fee for eligible U.S. or Canadian returns.

4. 14-Day International Returns

4.1 Return Window

For eligible orders shipped outside the United States and Canada, customers may request a return within 14 calendar days after delivery of the final item in the order.

This international return framework applies to ordinary eligible returns made under VHUES policy in addition to any mandatory consumer rights that may apply in the customer's jurisdiction.

4.2 Return Shipping

For an ordinary international change-of-mind return:

• The customer is responsible for arranging return shipping

• The customer is responsible for the direct cost of returning the goods

• VHUES does not ordinarily provide a prepaid international return label

• No predetermined restocking fee applies

VHUES will cover appropriate return, replacement, or resolution costs where required because an item is damaged, defective, incorrect, mis-shipped, mis-described, or otherwise protected by applicable law.

4.3 Returning the Goods

After a return request is accepted or a statutory withdrawal is properly exercised, return instructions and the applicable return address will be provided.

Customers should:

• Package returned products securely

• Retain proof of shipment

• Retain carrier acceptance confirmation

• Retain tracking information where available

Returns should not be sent to an address other than the return address provided by VHUES.

5. European Union Right of Withdrawal

5.1 Applicability

This section applies to eligible consumer purchases made through vhues.ca where European Union consumer withdrawal law applies.

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.

5.2 Fourteen-Day Right of Withdrawal

Eligible consumers may withdraw from a qualifying 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, where the order contains one item; or

• The final item, where multiple goods from the same order are delivered separately

Where the final day falls on a non-working day, the deadline will be extended where required by applicable law.

To meet the withdrawal deadline, the customer must communicate the decision to withdraw before the applicable period expires.

5.3 Exercising the Right of Withdrawal

Customers may exercise an applicable withdrawal right through:

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 provide enough information to identify the customer and order, such as:

• Customer name

• Order number

• Email address associated with the order

• Item or items being withdrawn

An eligible statutory withdrawal is not subject to discretionary approval.

VHUES may verify the order details, applicable deadlines, product condition, and whether a lawful statutory exemption applies.

When an applicable online withdrawal function is used, VHUES will provide acknowledgement of the withdrawal request without undue delay where required by law.

5.4 Returning Goods After Withdrawal

After notifying VHUES of an eligible European Union withdrawal, the customer must return the applicable goods without undue delay and no later than 14 calendar days after communicating the withdrawal.

The return deadline is met when the goods are sent before that 14-day period expires.

5.5 European Union Return Shipping

For an ordinary European Union withdrawal, the customer is responsible for the direct cost of returning the goods unless:

• VHUES expressly agrees to cover the cost; or

• Applicable law requires VHUES to do so

VHUES does not ordinarily provide a prepaid return label for an ordinary European Union change-of-mind withdrawal.

5.6 Refund Amount

For an eligible withdrawal of the entire order, VHUES will reimburse, where required by applicable law:

• 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 expedited, express, upgraded, or premium shipping, any additional amount above the least expensive standard delivery option is not refundable unless required by law.

For a partial withdrawal involving only part of an order, outbound delivery charges will be refunded only where required by applicable law.

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

5.7 Refund Method and Timing

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

VHUES will provide reimbursement without undue delay and within the period required by applicable law.

Where permitted, 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.

After VHUES issues a refund, additional processing time may be required by the customer's bank, card issuer, or payment provider.

5.8 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 law, a refund may be reduced to reflect actual diminished value caused by handling or use beyond what was reasonably necessary to inspect the goods.

Any deduction will be assessed individually.

No automatic or predetermined restocking fee applies.

5.9 Hygiene and Other Statutory 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, its packaging, its seal, and the manner in which it is used, this may include certain sealed cosmetics, personal-care products, direct-contact applicators, and beauty tools.

Potential examples include:

• Lipsticks

• Lip glosses

• Lip oils

• Lip balms

• Mascaras

• Eyeliners

• Brow products

• Products with wand applicators

• Products packaged in open pots or tubs

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

A product is not excluded from a statutory European Union withdrawal right solely because VHUES describes it as final sale.

Any statutory exemption must independently apply.

Rights relating to defective, damaged, incorrect, unsafe, mis-shipped, or mis-described goods remain unaffected.

6. United Kingdom Consumer Cancellation Rights

Eligible United Kingdom consumers may have statutory cancellation rights for qualifying online purchases in addition to the VHUES international return policy.

Where applicable, customers may notify VHUES that they wish to cancel an eligible distance purchase within 14 days of receiving the goods and will then have the applicable statutory period to return them.

Where required by law:

• Standard outbound delivery charges will be reimbursed

• Additional charges for premium or expedited delivery do not have to be reimbursed beyond the standard-delivery amount

• Refunds will be issued within the applicable statutory timeframe

• Customers may inspect goods to the extent reasonably permitted before deciding whether to keep them

• Qualifying sealed goods that cannot be returned for health or hygiene reasons may lose the statutory cancellation right after being opened

Nothing in this section limits any right or remedy available under applicable United Kingdom consumer law.

7. Cancellation Requests Before Fulfilment

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

Cancellation requests may be submitted through:

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 fulfilment can be stopped where processing, production, packing, or shipment has already begun.

If fulfilment cannot be stopped, the customer may still use any applicable return, withdrawal, cancellation, or consumer-protection right available after delivery.

8. Return Eligibility — Hygiene & Condition Standards

Return eligibility depends on whether a product is unopened, lightly evaluated, or opened in a way that creates a hygiene concern.

8.1 Unopened & Unused Products

Unless otherwise excluded by this Policy or applicable law, an unopened and unused product may be eligible for return when:

• The return is requested within the applicable return window

• The product remains unused and in its original condition

• Any hygiene seal, tamper seal, protective seal, or safety packaging remains intact where applicable

• The product is returned with its original packaging and essential components

• The product is not otherwise excluded from return under applicable law or an expressly disclosed product-specific condition

Eligibility is verified upon inspection.

8.2 Lightly Evaluated Products

Certain products may remain eligible after brief evaluation where their packaging allows product to be dispensed without exposing the remaining contents or applicator to direct contact.

A lightly evaluated product may be eligible where all of the following apply:

• The product is packaged in an eligible pump or squeeze tube

• The packaging dispenses product without exposing the remaining contents or applicator to direct skin contact during normal use

• The product was used only for shade matching, sensitivity testing, or brief evaluation

• At least 80% of the original contents remain

• The product is returned with its original packaging and essential components

• The product is not designated as final sale once opened or used

• No other hygiene concern or exclusion applies

Examples may include:

• Liquid foundation in eligible pump packaging

• Face or eye primers in eligible pump or squeeze-tube packaging

• Skincare serums or moisturizers in eligible pump or squeeze-tube packaging

Eligibility is determined after inspection.

8.3 Final Sale Once Opened or Used — Hygiene

For hygiene and safety reasons, certain products are not returnable once opened or used unless they are damaged, defective, incorrect, mis-shipped, mis-described, or otherwise protected by applicable law.

This includes products where hygienic resale cannot reasonably be verified after opening or use.

Examples include:

• Products packaged with a removable dropper or pipette that re-enters the bottle after dispensing

• Skincare serums, treatments, or other products packaged in dropper bottles

• Products with direct-contact applicators

• Lipsticks

• Lip glosses

• Lip oils

• Lip balms

• Mascaras

• Eyeliners

• Brow gels

• Brow pencils

• Concealers or liquid products with wand applicators

• Gel eyeliners or cream products in pots

• Products packaged in open pots or tubs

• Brushes

• Sponges

• Other beauty tools that directly contact the face or body

• Single-use products

• Samples

• Complimentary PR or promotional products

Dropper and pipette products are final sale once opened or used, even where the dropper was not intentionally placed directly against the skin. Once opened or used, the hygienic condition of the applicator and remaining contents cannot be independently verified for resale.

Where applicable, product-specific final-sale conditions may also be disclosed on the applicable product page.

A product-specific designation does not override a non-waivable statutory consumer right.

8.4 Return Requests Are Subject to Eligibility Review

The ability to submit a return request does not by itself establish that an item qualifies for return.

VHUES may review:

• Return timing

• Product type

• Packaging

• Hygiene status

• Product condition

• Amount of product remaining

• Applicable statutory rights or exemptions

Statutory withdrawals and other mandatory consumer rights will be handled according to applicable law.

9. Damage, Defects & Order Errors

Please contact VHUES if an item arrives:

• Damaged in transit

• Defective

• Incorrect

• Mis-shipped

• Mis-described

• Otherwise materially different from what was ordered

Transit Damage, Incorrect Items & Shipping Errors

Customers are asked to report visible transit damage, incorrect items, and shipping errors within 7 days of delivery whenever reasonably possible.

Prompt reporting helps VHUES verify the issue and resolve it with the applicable fulfilment or shipping provider.

Product Defects

If a defect is not reasonably discoverable immediately after delivery, customers should contact VHUES promptly after discovering the issue.

The 7-day reporting request for visible delivery issues does not limit any longer non-waivable right or remedy available under applicable consumer law.

Verification

VHUES may reasonably request:

• Order information

• Photographs

• Video

• Packaging information

• Other information necessary to verify the issue

Depending on the circumstances and applicable legal rights, an appropriate resolution may include replacement, refund, partial refund, or another remedy.

10. How to Request a Return

Self-Serve Returns

Customers may submit a return request through their customer account:

https://account.vhues.ca

Return requests are reviewed according to the applicable return window, hygiene standards, condition requirements, and statutory rights described in this Policy.

Online Return & Withdrawal Form

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

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

Eligible European Union customers may use this form to exercise an applicable right of withdrawal.

Assisted Returns

Customers may also email:

support@vhues.ca

Please include:

• Order number

• Item or items involved

• Reason for the return, where applicable

• A clear statement that you wish to withdraw or cancel where exercising a statutory right

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

For an eligible U.S. or Canadian return, VHUES will provide a free prepaid return label.

For an ordinary eligible international return, the customer is responsible for arranging and purchasing return shipping unless otherwise required by law.

Returns must be authorized or properly notified before shipment.

Unidentified or unauthorized returns may be refused where permitted by law.

11. Return Shipping

United States & Canada

Free prepaid return labels are provided for eligible returns.

Remote, carrier-designated extended-area, or otherwise exceptional addresses may be reviewed individually where necessary.

Customers should retain the return tracking information until the return has been completed.

International Destinations

For ordinary change-of-mind international returns, customers are responsible for arranging and paying for return shipping.

VHUES strongly recommends using a tracked shipping service and retaining proof of shipment.

Any allocation of return-transit risk remains subject to applicable consumer law.

12. Condition Verification & Inspection

Returned items are inspected after receipt.

VHUES may reasonably verify condition using methods including:

• Visual inspection

• Weight checks

• Photographic documentation

• Packaging inspection

For voluntary returns, items that do not meet the applicable eligibility standards may be refused or may receive an adjusted refund where appropriate and permitted.

For statutory withdrawals, any exemption, refusal, or deduction for diminished value will be handled in accordance with applicable law.

13. Refunds

13.1 Refund Method

Eligible refunds are issued to the original payment method or, where permitted and requested by the customer, as store credit.

VHUES does not currently offer direct product exchanges.

Where applicable law requires reimbursement to the original payment method unless the customer agrees otherwise, that requirement controls.

13.2 Currency

Refunds are issued in the original transaction currency used for the order.

This includes:

• USD for U.S. orders

• CAD for Canadian orders

• The original transaction currency for eligible international orders

Currency-conversion differences, foreign-exchange fees, card-provider charges, or similar charges imposed independently by financial institutions or payment providers are outside VHUES control.

13.3 Refund Timing — U.S., Canada & Voluntary International Returns

Unless another statutory timeframe applies:

• VHUES processing: generally 7–14 business days after the eligible return is received and inspected

• Bank or payment-provider posting: additional processing time may apply depending on the financial institution

Statutory European Union, United Kingdom, or other legally protected refunds will be processed within the timeframe required by applicable law.

13.4 Original Shipping Charges

For ordinary change-of-mind returns in the United States and Canada, original outbound shipping charges are non-refundable.

For voluntary international returns, original outbound shipping charges are also non-refundable unless VHUES expressly states otherwise.

Where applicable law requires reimbursement of standard outbound delivery charges, including qualifying European Union or United Kingdom withdrawals, VHUES will provide the required reimbursement.

Additional amounts paid for express, expedited, upgraded, or premium delivery are not refundable beyond the standard-delivery amount unless required by law.

13.5 Taxes, Duties & Third-Party Charges

Applicable taxes will be refunded or adjusted as required by law and the payment or tax system used for the transaction.

Customs duties, import taxes, brokerage charges, carrier fees, or similar amounts paid directly to a government authority, carrier, broker, or other third party may not be refundable by VHUES.

Customers may need to contact the applicable authority or provider directly regarding those charges.

13.6 Sale, Promotional & Final Sale Items

Products purchased using a promotional discount, discount code, bundle discount, or temporary sale price remain subject to the ordinary return eligibility requirements of this Policy unless the product was expressly identified as Final Sale before purchase.

Refunds for eligible discounted items are calculated based on the amount actually paid for the returned item after applicable discounts, subject to applicable law.

Promotional discounts, discount codes, bundle savings, or expired offers are not automatically reinstated after a return.

Products expressly identified as Final Sale before purchase are not eligible for voluntary change-of-mind returns unless VHUES expressly states otherwise.

Final Sale status does not limit rights relating to damaged, defective, incorrect, unsafe, mis-shipped, mis-described goods, or any other non-waivable right or remedy available under applicable law.

14. Gifts, Sets & Bundles

Gift Purchases

Where an eligible product was purchased as a gift, the original purchaser may receive a refund according to this Policy.

Where VHUES permits a gift recipient to return an eligible item directly, the refund may be provided as store credit unless applicable law requires otherwise.

Sets & Bundles

To receive a full refund for an eligible set or bundle, all products included in the set or bundle must be returned and independently meet the applicable return eligibility requirements.

VHUES may accept the return of an individual eligible component where a partial return is available.

If a partial bundle return is accepted, the refund will be based on the discounted amount allocated to that component in the original transaction.

A set or bundle being offered at a reduced combined price does not, by itself, make the set or bundle Final Sale.

Any set or bundle that is Final Sale will be clearly identified as such before purchase.

Mandatory consumer rights remain unaffected.

15. Fair Use & Fraud Prevention

VHUES may review return activity where there is reasonable evidence of:

• Fraud

• Misrepresentation

• Repeated return abuse

• Manipulation of promotional offers

• Return of substituted or materially altered products

• Other activity inconsistent with legitimate use of the return program

Where permitted by law, VHUES may restrict voluntary return benefits in cases of substantiated abuse.

A customer's legitimate use of a statutory withdrawal right, warranty, payment dispute, chargeback, or other consumer-protection remedy will not by itself be treated as abusive return activity.

Nothing in this section limits any non-waivable consumer right.

16. Administrative

• This Policy may be updated prospectively from time to time

• Updated terms apply as permitted by law and do not retroactively remove rights already attached to an earlier transaction

• If any provision is found invalid or unenforceable, the remaining provisions continue to apply to the extent permitted by law

• Personal information collected during the return process is handled according to the VHUES Privacy Policy

17. Governing Law

This Policy is governed by the laws of British Columbia, Canada, subject to any mandatory consumer-protection law, jurisdiction, remedy, or other non-waivable right that applies to the customer or transaction.

Our Complete Confidence Commitment

• 45-Day Returns on eligible products in the United States and Canada, starting from delivery

• Free prepaid return shipping on eligible U.S. and Canadian returns

• 14-Day Returns on eligible international orders

• Customer-arranged return shipping for ordinary international change-of-mind returns

• European Union and United Kingdom statutory consumer rights preserved

• Clear standards for unopened, lightly evaluated, and hygiene-sensitive products

• No predetermined restocking fees

Confidence through clarity.

For shipping timelines and delivery information, please see the VHUES Shipping Policy.