Refund policy
Final Sale Policy
For hygiene and safety reasons, all Radiance Naturelle lip products are final sale.
We do not accept returns, exchanges, or refunds for:
- a change of mind;
- an incorrectly selected shade;
- personal preference regarding colour, texture, scent, or finish;
- products that have been opened, used, tested, or removed from their original packaging;
- products that have been damaged after delivery through misuse, improper handling, or improper storage.
This policy applies whether the product remains unopened or has been opened. Lip products returned to us cannot be placed back into inventory or resold for hygiene and safety reasons.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, appears defective, or contains an incorrect item, please contact us as soon as possible, preferably within 7 days of delivery.
Please provide:
- your full name;
- your order number;
- a clear description of the issue;
- clear photographs of the product;
- photographs of the exterior and interior packaging.
Please keep the affected product and all original packaging until our customer care team has completed its review.
The 7-day reporting period helps us investigate the issue promptly and does not limit any rights available under applicable consumer protection laws.
Review and Resolution
Each reported issue will be reviewed individually.
Depending on the circumstances and applicable law, an appropriate resolution may include:
- a replacement product;
- a refund to the original payment method;
- another reasonable solution offered by Radiance Naturelle.
Submitting photographs or contacting us does not automatically guarantee a refund or replacement. A resolution will be provided after the information has been reviewed.
Return Authorization
Do not mail or return any product unless Radiance Naturelle has specifically requested that you do so and has provided return instructions.
Packages or products sent without prior written authorization may not be accepted or processed.
If an authorized return is required because Radiance Naturelle sent an incorrect, damaged, or defective item, we will provide the appropriate instructions regarding return shipping.
Order Cancellations and Changes
If you need to cancel or modify an order, please contact us as soon as possible after placing it.
We will make a reasonable effort to assist you, but cancellations, address changes, and product changes cannot be guaranteed once an order has entered processing or has been shipped.
Once an order has shipped, it cannot be cancelled.
Packages Returned to Sender
A package returned to Radiance Naturelle by the shipping carrier is not considered an approved product return.
If a package is returned because of:
- an incorrect or incomplete address;
- refusal of delivery;
- failure to collect the package;
- unsuccessful delivery attempts;
- another issue outside our control,
we will contact the customer to discuss the available options.
Additional shipping fees may be required before the package can be sent again. Original shipping charges are non-refundable except where required by law or when the issue resulted from an error attributable to Radiance Naturelle.
A returned-to-sender package does not automatically qualify for a product refund.
Refund Processing
When a refund is approved, it will be issued to the original payment method used for the purchase.
After Radiance Naturelle submits the refund, additional processing time may be required by the customer’s bank, credit card issuer, PayPal, or other payment provider.
Shipping charges are non-refundable unless otherwise required by law or the issue resulted from an error attributable to Radiance Naturelle.
Legal Rights
This policy does not exclude, restrict, or replace any rights or remedies that customers may have under applicable consumer protection laws.
Products must be suitable for their normal use, reasonably durable, and consistent with the description presented at the time of purchase.
Contact Us
For questions about a damaged, defective, or incorrect item, please contact our Customer Care team:
Email: support@radiancenaturelle.com
Phone: +1 514-838-8034
You may also contact us through our Contact Us page. Please include your full name, order number, clear photographs, and a detailed description of the issue so that our Customer Care team can assist you efficiently.