Refund Policy

Laneigemalls Refund Policy

Thank you for choosing Laneigemalls. We want you to be fully satisfied with your purchase of our skincare and makeup products. This Refund Policy outlines the terms and conditions under which you may be eligible for a refund, the process to request a refund, and other important details regarding refunds. By purchasing our products, you acknowledge and agree to the terms of this Refund Policy.

1. Eligibility for Refunds

You may be eligible for a full refund (excluding original shipping costs, unless the return is due to our error) if you meet the following conditions:
  • You submit a refund request within 30 days of receiving your order. Refund requests made after this 30-day period will not be accepted, except in cases of defective products covered by our quality guarantee (see Section 3).
  • The product is unused, unopened, and in its original condition, including all original packaging (outer boxes, product bottles, seals), tags, and accompanying documents (e.g., product manuals, certificates). Due to hygiene and safety considerations for skincare and makeup products, opened or used products will not be eligible for a refund unless they are proven to be defective (see Section 3).
  • You provide valid proof of purchase, such as your order confirmation email, receipt, or order number.
  • The product is not a customized item or marked as "Final Sale". Customized products and "Final Sale" items are non-refundable unless they are defective (see Section 3).

2. Refund Request Process

To request a refund, please follow these steps:
  1. Contact our customer service team via email at [email protected].
  2. Include the following information in your email: your full name, order number, date of purchase, product name(s) and quantity, reason for the refund request, and clear photos/videos of the product and its original packaging (to verify unused/unopened condition, if applicable).
  3. Our customer service team will review your request within 2-3 business days. If your refund is approved, we will send you a Return Merchandise Authorization (RMA) number and detailed return shipping instructions. Do not ship any products back to us without first obtaining an RMA number—returns without an RMA number will not be processed and may be returned to you at your expense.
  4. Ship the product(s) back to us in accordance with the provided instructions. You are responsible for the cost of return shipping, unless the refund is due to a defect in the product or an error on our part (e.g., wrong item shipped, damaged products during transit, expired products delivered).
  5. Once we receive and inspect the returned product(s) (typically within 5-7 business days of delivery to our warehouse) and confirm they meet the refund eligibility criteria, we will process your refund.

3. Refunds for Defective or Damaged Products

All skincare and makeup products sold by Laneigemalls are covered by a 30-day quality guarantee from the date of receipt. If you receive a product that is defective (e.g., leakage, deterioration, expiration before the stated shelf life, inconsistent texture with product description) or damaged during transit, please contact us at [email protected] within 7 days of receiving the order. To process your refund or replacement:
  • Provide your order number, clear photos/videos of the defective or damaged product (including the packaging), and a detailed description of the issue.
  • Our team will review your claim and may request additional information if needed. If approved, we will provide you with a prepaid return label (for defective/damaged products due to our error) or arrange for a replacement to be shipped to you at no cost.
  • For defective products proven to have manufacturing quality issues, we will process a full refund (including any applicable shipping costs) or arrange a free replacement, regardless of whether the product has been opened (provided the defect is not caused by improper use).

4. Refund Timing and Method

Once your refund is processed, the refund amount will be credited back to your original payment method. The time it takes for the refund to appear in your account depends on your payment provider and may take 3-10 business days (or longer for international payments). We will send you an email confirmation once the refund has been issued.
Original shipping costs are non-refundable unless the refund is due to our error (e.g., defective product, wrong item, expired product). Shipping costs for returned products (paid by you) are also non-refundable, except in cases where the return is due to our error.

5. Exceptions to Refunds

The following cases are not eligible for refunds:
  • Products returned after the 30-day period (unless covered by the 30-day quality guarantee for defects).
  • Products that are opened, used, altered, damaged by the customer, or missing original packaging/tags/seals (except for defective products).
  • Customized products or "Final Sale" items (unless defective).
  • Products returned without a valid RMA number.
  • Damage or defects caused by improper use (e.g., using the product beyond the expiration date, improper storage, mixing with other incompatible products), accidental drop, or man-made damage.
  • Orders where the customer has made a mistake in the order (e.g., wrong product, wrong shade) and the product is not defective.
  • Products with normal changes in texture, color, or scent that do not affect their quality or use (e.g., natural separation of certain skincare serums).

6. Cancellations and Pre-Orders

If you wish to cancel an order that has not yet been shipped, please contact us at [email protected] immediately. We will process a full refund for canceled orders (including shipping costs) if the order has not been dispatched. Once the order has been shipped, the standard refund policy (Section 1-5) will apply.
For pre-orders, you may cancel and receive a full refund at any time before the product is shipped. If you cancel a pre-order after the product has been shipped, the standard refund policy will apply.

7. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our business practices or legal requirements. When we make changes, we will update the "Effective Date" at the top of this policy. Your continued use of our services and purchase of our products after the updated policy takes effect constitutes your acceptance of the changes. We encourage you to review this policy periodically.

8. Contact Us

If you have any questions, concerns, or need assistance with a refund request, please contact our customer service team at:
Email: [email protected]