Refund and Returns Policy
Effective Date: December 27, 2024

At Candy Girl Skin, we believe in providing the highest quality products and exceptional customer service. We understand that sometimes products may not meet your expectations, and we want to make the return and refund process as seamless as possible. Please review our comprehensive Refund and Returns Policy below to help guide you through the process.

1. Return Eligibility

To qualify for a return, please ensure the following conditions are met:

  • Timeframe for Returns: Items must be returned within 30 days from the date of purchase to be eligible for a refund or exchange. Unfortunately, we cannot accept returns after 30 days.
  • Condition of the Product: Products must be unused, unopened, and in their original packaging. This means the item should be in the same condition as it was when it was shipped to you, including all seals, tags, and protective packaging intact.
  • Non-Returnable Items: For hygiene and safety reasons, personal care products that have been opened or used cannot be returned. This includes skincare items, cosmetics, and other similar products.
  • Defective or Damaged Products: If you receive a defective or damaged product, we will accept the return and offer a replacement or full refund.

2. Return Process

To begin the return process, please follow these simple steps:

  • Contact Our Customer Service Team:

    • You can initiate a return by reaching out to our customer service team via email at info@candygirlskin.com or calling us at (505) 992-3682.
    • In your message, please include the following details:
      • Order number or proof of purchase
      • Reason for the return
      • A description of the product condition
      • Whether you would prefer a refund or an exchange (if applicable)

  • Return Instructions: Once we receive your request, our customer service team will provide you with detailed instructions on how to return the item(s).

    • You will be responsible for the return shipping costs, unless the product is defective, damaged, or an error was made on our part.
    • Please securely package the returned items to prevent any damage during the shipping process. We recommend using a trackable shipping method to ensure your return reaches us safely.

3. Refund Process

Once we receive your returned item, we will inspect it to ensure it meets the eligibility criteria outlined above. After inspection, we will proceed with the refund. The following conditions apply:

  • Refund Method:
    • Refunds will be issued to the original payment method used for the purchase. This may take 5–7 business days for the refund to reflect in your account, depending on your bank or payment provider.
  • Shipping Costs:
    • Please note that shipping fees are non-refundable unless the return is due to our mistake (e.g., if the item is defective or we shipped the wrong product).
    • If you are returning a product due to a mistake on our part, we will refund the full cost of the item and the shipping fee, including any return shipping costs.
  • Partial Refunds:
    • In cases where the item is returned in damaged or opened condition (not due to our error), we reserve the right to offer a partial refund based on the condition of the returned product.

4. Exchanges

If you would like to exchange a product for another one (e.g., a different shade or size), please contact us directly at info@candygirlskin.com or call (505) 992-3682. The following guidelines apply:

  • Exchanges for Defective or Incorrect Products: If you received a damaged or incorrect item, we will gladly replace it at no extra charge. Please contact us within 7 days of receiving the product so we can arrange the exchange.
  • Exchanges for Other Reasons: If you simply changed your mind about the product and would prefer an exchange (for a different product or size), you will be responsible for the return shipping fees. Once we receive the returned item, we will send out your replacement product.

5. Additional Information

  • Damaged or Defective Products: If your product arrives damaged or defective, please notify us immediately (within 7 days of receipt). You can send us photos of the damaged item along with your order details to help us resolve the issue as quickly as possible.

  • Return Shipping Costs: Unless the return is due to a defect or a mistake on our part, the customer is responsible for the cost of return shipping. We recommend using a trackable shipping method to ensure that the item arrives safely at our warehouse.

  • Responsibility for Returned Items: We are not responsible for items lost or damaged during the return shipping process. Therefore, please ensure that the returned item is properly packaged and use a method that provides tracking.

6. How to Contact Us

If you have any questions, need further clarification, or would like to initiate a return or exchange, please feel free to contact us:

  • Street: 323 Villeros St Santa Fe, New Mexico

  • Phone number: (505) 992-3682

  • Email: info@candygirlskin.com

  • Website: candygirlskin.com

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