Returns, with Clarity
Eligible Canada and U.S. orders have a 45-day return window from delivery, with free prepaid return shipping. Eligible international orders have a 14-day return window, with customer-arranged return shipping for ordinary returns.
Return Eligibility at a Glance
Canada & U.S.: Eligible products may be returned within 45 days of delivery of the item.
International: Eligible products may be returned within 14 days after delivery of the final item in the order.
Unopened and unused products may qualify for return. Certain pump or squeeze-tube products may also qualify after brief evaluation when at least 80% of the original contents remain and all other eligibility requirements are met.
Hygiene & Safety Standards
May be returnable after brief evaluation: Eligible pump or squeeze-tube products that dispense without exposing the remaining contents or applicator to direct contact.
Final sale once opened or used: Products where hygienic resale cannot reasonably be verified, including dropper or pipette products, direct-contact applicators, lip products, wand applicators, open pots or tubs, brushes, sponges, and similar beauty tools.
These hygiene restrictions do not override rights relating to damaged, defective, incorrect, unsafe, mis-shipped, or mis-described goods, or other mandatory consumer rights.
Damaged or Incorrect Orders
If an item arrives damaged, defective, incorrect, mis-shipped, or materially different from what you ordered, please contact us promptly.
For visible transit damage or order errors, we ask that you contact us within 7 days of delivery whenever reasonably possible and include clear photos where applicable.
This reporting request does not shorten any longer non-waivable consumer right or remedy provided by applicable law.
Refunds
For eligible Canada, U.S., and voluntary international returns, refunds are generally processed within 7–14 business days after the return is received and inspected.
Your bank, card issuer, or payment provider may require additional processing time after VHUES issues the refund.
Where a statutory refund timeframe applies, that legally required timeframe controls.
More Details
Return Windows ＋
Canada & U.S.: Eligible returns must be requested within 45 days of delivery of the item.
International: Eligible returns may be requested within 14 days after delivery of the final item in the order.
Return eligibility remains subject to product type, condition, hygiene requirements, and applicable consumer rights.
How to Start a Return ＋
You can submit a return request through your VHUES customer account or use our online return request option.
You can also email support@vhues.ca with your order number and the item or items involved.
Eligible EU customers may exercise their statutory right of withdrawal using the dedicated form below. No customer account is required.
Return Shipping ＋
Canada & U.S.: Free prepaid return shipping is provided for eligible returns.
International: Customers generally arrange and pay for return shipping for ordinary change-of-mind returns.
Where applicable law requires a different result, the applicable consumer right controls.
International Orders ＋
International orders are not automatically final sale.
Eligible international products may be returned within the applicable 14-day international return window. Customers generally arrange and pay for ordinary international return shipping.
Eligible European Union and United Kingdom customers may also have additional statutory withdrawal, cancellation, refund, or other consumer rights under applicable law.
Quick Answers
What does lightly used mean?
Brief evaluation of an eligible pump or squeeze-tube product, with at least 80% of the original contents remaining, original packaging and essential components, and no hygiene concern. Not every opened product qualifies.
Do you offer exchanges?
No. We don't currently offer direct product exchanges. Eligible returns may be refunded to the original payment method or, where permitted and requested, issued as store credit.
I'm in the EU. What are my rights?
Eligible EU consumers generally have a statutory 14-day right of withdrawal for qualifying online purchases. For orders containing multiple goods delivered separately, the period begins after receipt of the final item.
After notifying VHUES of an eligible withdrawal, the applicable goods must generally be sent back within 14 days. Certain lawful exemptions may apply, including to qualifying sealed hygiene products once opened.
You can exercise this right using the withdrawal form below. No customer account is required.
Right of Withdrawal
If you are an eligible consumer in the European Union, you generally have the right to withdraw from a qualifying online purchase within 14 days without giving a reason. For an order containing multiple goods delivered separately, the period begins after you receive the final item. Complete the form below to exercise this right. No account is required.