Refund Policy – Charlotte Tilburs

At Charlotte Tilburs, we want you to be completely satisfied with your purchase. This Refund Policy outlines the terms and conditions for requesting a refund, including eligibility, processing times, and methods. Please review this policy carefully to understand your options.

1. Eligibility for Refunds

  • Return Period: You may request a refund for most products within 60 days from the date of delivery. To be eligible, the product must be unused, in its original packaging, and in resalable condition (e.g., seals unbroken, tags attached).
  • Non-Refundable Items: Certain products are not eligible for refunds, including:
  • Personalized or custom-made items.
  • Limited-edition or exclusive products marked as “final sale” on the product page.
  • Products that have been opened, used, or damaged after delivery (unless the damage was caused by our error).
  • Defective or Incorrect Items: If you receive a defective product, the wrong item, or a damaged item due to shipping errors, please contact us immediately—we will arrange a full refund or replacement at no additional cost.

2. How to Request a Refund

To initiate a refund, follow these steps:

  1. Contact Customer Service: Email our team at [email protected] with your order number, the name of the product(s) you wish to return, and the reason for the refund request.
  2. Receive Return Authorization: We will review your request and, if approved, send you a Return Authorization (RA) number and detailed instructions for returning the item(s), including the return shipping address.
  3. Ship the Item(s): Pack the item(s) securely in their original packaging, include the RA number in the package, and ship them back to us using a trackable shipping method. You are responsible for return shipping costs unless the refund is due to our error (e.g., defective item).
  4. Confirmation of Receipt: Once we receive your returned item(s), we will inspect them to ensure they meet the eligibility criteria. You will receive an email confirming receipt and whether your refund is approved.

3. Refund Processing

  • Approval Timeline: After we receive and inspect your returned item(s), we typically approve refunds within 3–5 business days.
  • Refund Method: Refunds are issued in the original form of payment and denominated in United States Dollars (USD). For example, if you paid with a credit card, the refund will be credited back to that card.
  • Processing Time: Depending on your financial institution, it may take 5–10 business days for the refund to appear in your account. If you do not see the refund after this period, please contact your bank or payment provider for assistance.
  • Partial Refunds: In some cases (e.g., items returned in damaged condition), we may issue a partial refund at our discretion. You will be notified of the amount and reason for a partial refund via email.

4. Exceptions

  • Late Returns: Items returned after the 60-day window will not be eligible for a refund, and we reserve the right to return the item(s) to you at your expense.
  • Missing Items: If the returned package does not include all original components (e.g., boxes, manuals, free gifts), we may deduct the cost of the missing items from your refund.
  • Unauthorized Returns: Items returned without a valid RA number may be delayed or rejected, and we are not responsible for lost or unprocessed unauthorized returns.

5. Contact Us

If you have questions about our Refund Policy or need assistance with a refund request, please contact our customer service team at:

Email: [email protected]

Last updated: 2025.08.11