Refund Policy

At LANEIGE (uslameiige.com), we want you to feel confident in every skincare and makeup purchase—especially when it comes to our water-based, results-driven products. If a product doesn’t meet your expectations, our refund policy is designed to be transparent and hassle-free. Below is everything you need to know about eligibility, the return process, and timelines.

1. Eligibility for Refunds

To qualify for a full refund (excluding expedited shipping fees, if applicable), your return must meet these criteria—tailored to the unique nature of skincare and makeup products:
  • Timeframe: Initiate your return request within 60 days of the order’s delivery date.
  • Product Condition: Items must be unused, unopened, and undamaged, with all original packaging, seals, tags, and accessories (e.g., product boxes, instruction booklets, sample sachets) intact. This ensures product safety and hygiene for all customers.
  • Exceptions: The following items are non-returnable and non-refundable (clearly marked on the product page):
    • Final-sale products (e.g., limited-edition sets, discounted clearance items).
    • Hygiene-sensitive items (e.g., opened face masks, swatched lipsticks, used skincare tubes)—for health and safety reasons.
    • Personalized products (if applicable, e.g., custom-engraved makeup tools).
If items are returned with signs of use, missing packaging, or damage, we reserve the right to reject the return or offer a partial refund at our discretion.

2. How to Initiate a Return & Refund

Follow these 3 simple steps to start your return—we’ve streamlined the process to get your refund to you quickly:
  1. Contact Customer Support: Email our team at service@uslameiige.com with:
    • Your order number (found in your order confirmation email).
    • The name of the product(s) you want to return.
    • A brief reason for the return (e.g., “product doesn’t suit my skin type,” “ordered the wrong shade”).
  2. Get a Return Authorization (RA) Number: We’ll respond within 1–2 business days with a unique RA number and our dedicated return address. Write this RA number on the outside of your return package—this ensures we link your return to your order and process it faster.
  3. Ship the Item(s): Package the eligible products securely (we recommend using the original shipping box if possible) and ship them back to us. You’re responsible for return shipping costs, unless the return is due to:
    • A product defect (e.g., leaking serum, broken makeup compact).
    • An incorrect item (e.g., we shipped the wrong skincare variant or makeup shade).
    • Our error (e.g., delayed delivery beyond the 6–12 day window due to fulfillment issues).

      In these cases, we’ll reimburse your return shipping fees after verifying the issue (please include photos of defects or incorrect items in your initial email for faster review).

3. Refund Processing Timeline

Once we receive and inspect your returned items (to confirm they meet eligibility rules), we’ll process your refund promptly:
  • Refund Initiation: We’ll start processing your refund within 5–10 business days of receiving your return.
  • Refund Method: Refunds are issued to the original payment method used for the purchase (e.g., credit card, debit card). This ensures security and alignment with your original transaction.
  • Bank Processing Time: Your financial institution may take an additional 3–7 business days to reflect the refund in your account. This timeline varies by bank and is outside our control—if you don’t see the refund after this period, contact your bank directly for updates.
  • Expedited Shipping Fees: If you paid for expedited shipping, this fee is non-refundable unless the return is caused by our mistake (e.g., defective product, wrong item shipped).

4. Special Cases: Defective, Incorrect, or Missing Items

We understand that issues with skincare/makeup products can be frustrating—here’s how we resolve specific scenarios:

4.1 Damaged or Defective Products

If you receive a product that’s damaged (e.g., broken powder palette) or defective (e.g., expired serum, non-functioning skincare tool), contact us within 7 days of delivery. Include clear photos of the issue (e.g., the damaged packaging, the defective product) and your order number. We’ll:
  • Arrange for a free return (we’ll cover shipping costs).
  • Either send a replacement (if the product is in stock) or process a full refund (including the original shipping fee) immediately—no need to wait for us to receive the defective item.

4.2 Missing or Incorrect Items

If your order is missing an item or you received the wrong product (e.g., you ordered a “Water Bank Moisturizer” but got a “Lip Glowy Balm”), notify us within 3 days of delivery. We’ll verify the issue with our fulfillment team and:
  • Ship the missing/correct item to you for free (with tracking information).
  • Or process a full refund for the missing/incorrect item—whichever you prefer.

5. Check Your Refund Status

If you have questions about your refund progress (e.g., “Has my return been received?” “When will my refund post?”), email service@uslameiige.com with your order number and RA number. We’ll provide a detailed update on the status of your return or refund within 1 business day.
Your satisfaction with our water-based skincare and makeup matters to us. We strive to make returns and refunds as smooth as possible—so you can focus on enjoying healthy, radiant skin.