Refund policy

Returns, Refunds, Shipping Delays & Chargebacks Policy

1) Returns (30-Day Window)

We accept returns within 30 days of delivery. If 30 days have passed since your order was marked delivered, we can’t offer a refund or exchange.

To be eligible for a return:

  • Items must be unused, unopened, and in the original packaging.

  • Items must be returned in the same condition as received.

Return Authorization Required:
Please get in touch with us first for return instructions and approval. Returns sent without authorization may be refused or delayed.

2) Non-Returnable Items

For hygiene and safety reasons, the following are non-returnable:

  • Opened or used skincare / personal care products

  • Gift cards

  • Downloadable products

  • Any item marked “final sale” or discounted as final sale

3) Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, you must email us within 72 hours of delivery with:

  • Your order number

  • Clear photos of the item(s) and packaging

  • A brief description of the issue

We will replace the item or offer an appropriate resolution after review.

4) Refunds (Return-to-Refund Rule)

Refunds are issued only after the returned item is received and inspected at our return address.

If approved, refunds are sent to your original payment method. Processing time can vary by bank/card issuer.

Shipping fees are non-refundable, and return shipping costs are the customer’s responsibility unless the item is confirmed defective or we shipped the wrong item.

5) Shipping & Delivery Timeframes (Especially International)

We ship orders with tracking whenever available.

International delivery is a multi-carrier process. Orders often transfer between carriers and postal services after arriving in the destination country.

  • Typical transit time for shipments to arrive in the destination country is 5–14 business days.

  • Customs clearance, local carrier handoffs, peak season volume, and weather events can add additional time.

  • Delivery dates are estimates, not guarantees. Delays do not automatically qualify an order for a refund.

6) Customs, Duties, Taxes & Refused Deliveries (International)

International customers are responsible for any customs duties, taxes, or import fees required by their country.

If a package is:

  • refused,

  • unclaimed,

  • or returned due to unpaid duties/taxes or an incorrect/undeliverable address,

Any refund (if applicable) will be processed only after the package is returned to us, and will be minus shipping charges and any return-to-sender fees charged to us.

If a package is abandoned or destroyed by customs or the local courier, we cannot issue a refund.

7) When a Package Is Considered “Lost”

A package is not considered lost simply because it is delayed or awaiting customs/local courier processing.

We consider a package “lost” only when:

  • Tracking shows no movement for 20 business days (international) or 10 business days (domestic) after it has shipped, and

  • the carrier confirms the shipment cannot be located.

If a package is confirmed lost, we will offer a replacement shipment or refund at our discretion.

8) Chargebacks & Payment Disputes (Very Important)

By placing an order with us, you agree to this policy and to contact us first so we can help.

Chargebacks are not a replacement for our support process. If tracking shows your order is in transit, awaiting customs, transferred to a local courier, or delayed due to peak season, we will not issue a refund while the package is still moving through the carrier network.

If a chargeback is filed while:

  • Tracking shows the package is in transit / delayed/awaiting customs, or

  • Tracking shows the package was delivered to the address provided at checkout.

We will submit the following as evidence to the payment processor/bank:

  • carrier tracking and delivery scans,

  • order confirmation and shipping confirmation,

  • this policy (agreed to at purchase),

  • and any customer communication history.

Refunds are only issued if the order is returned to us and received, unless the package is officially confirmed lost by the carrier under Section 7.

Filing a chargeback after receiving the products may result in restrictions on future purchases and support until the dispute is resolved.

9) How to Start a Return or Get Help

Email us at hello@envyuskin.com with:

  • Order number

  • Full name and shipping address

  • Reason for return/help request

Return address (for approved returns only):
ĒNVY U SKIN
379 Stoner Avenue
Paris, KY 40361
United States