Refund Policy – Jonesroadn

At Jonesroadn, we want you to feel confident in every purchase of our clean beauty products—from our Uber-black mascara to our peppermint lip gloss, and all our sulfate-, paraben-, and phthalate-free formulas. If you’re not fully satisfied with your order, our refund policy is designed to be fair, transparent, and easy to navigate. This policy outlines the requirements, process, and timelines for requesting and receiving refunds.

1. Refund Eligibility

To qualify for a refund, your request must meet the following criteria:

  • Timeframe: You must initiate the refund request within 60 days of the delivery date of your order. Requests submitted after this 60-day window will not be approved, unless required by applicable local laws.
  • Product Condition: The product(s) being returned must be unused, unopened, and in their original condition—including all original packaging, seals, tags, and accessories (if applicable). Products that have been used, opened, damaged (unless damage occurred during shipping), or altered (e.g., customized items, if offered) are not eligible for a refund.
  • Proof of Purchase: You must provide valid proof of purchase, such as your unique order number (found in your order confirmation email) or a copy of the shipping label. This helps us verify your order details and process your request efficiently.
  • Exceptions: Gift cards (if available) and custom/personalized products (if offered) are non-refundable, as they are tailored to specific requests or cannot be resold.

2. How to Request a Refund

Follow these steps to initiate a refund for eligible products:

  1. Contact Customer Service: Send an email to [email protected] with the following information to ensure we can process your request quickly:
  • Your full name and the email address associated with your order.
  • Your 8-digit order number (located in your order confirmation or shipping update email).
  • The name(s) of the product(s) you wish to return for a refund.
  • A brief explanation of the reason for the refund (e.g., “product not as expected,” “unwanted gift,” “damaged during shipping”).
  • For damaged or incorrect products: Attach clear photos of the product, its packaging, and the shipping label (if applicable) to help us assess the issue.
  1. Receive Return Authorization (RA): Our customer service team will review your request within 24–48 business hours (Monday to Friday, excluding major holidays). If approved, we will send you an email with a unique Return Authorization (RA) number and detailed instructions—including the return shipping address. Do not ship products without an RA number, as unlabeled returns may be delayed or rejected.
  2. Ship the Product(s) Back: Package the eligible product(s) securely (we recommend using the original shipping box to prevent damage) and include the RA number on the outside of the package. You are responsible for covering the cost of return shipping, unless the refund is due to a Jonesroadn error (e.g., shipping the wrong product, product damaged in transit). We strongly recommend using a trackable shipping method, as Jonesroadn is not liable for lost, misplaced, or damaged return shipments.

3. Refund Processing Timeline

Once we receive and inspect your returned product(s), we will process your refund according to the following timeline:

  • Inspection Period: Our team will inspect the returned product(s) within 3–5 business days of receipt to confirm they meet the eligibility criteria (unused, unopened, original condition).
  • Refund Approval/Rejection: If the product(s) pass inspection, we will approve your refund and send you a confirmation email. If the product(s) do not meet eligibility requirements, we will email you to explain the rejection and offer next steps (e.g., returning the product(s) to you at your expense).
  • Refund Disbursement: Approved refunds will be processed within 5–10 business days of inspection. The refund will be issued to the original payment method used for the purchase (e.g., credit card, debit card, PayPal).
  • Payment Provider Processing Time: Note that the time it takes for the refund to appear in your account depends on your payment provider. Most credit card issuers reflect refunds within 1–3 business days, while digital wallets (e.g., PayPal) may take up to 7 business days. Jonesroadn cannot accelerate this process, as it is controlled by your financial institution.

4. Refund Amount

The amount of your refund is determined by the nature of your return and the reason for the refund:

  • Full Refund: If you return the entire order and all products meet eligibility criteria, you will receive a full refund of the total purchase price (in USD, the currency used for your original transaction). This includes the cost of the product(s) but does not include return shipping fees (unless the refund is due to a Jonesroadn error).
  • Partial Refund: If you return only a portion of your order, you will receive a partial refund equal to the purchase price of the eligible returned product(s), minus any non-refundable fees (if applicable).
  • Error-Related Refunds: If the refund is due to a Jonesroadn mistake (e.g., wrong product shipped, damaged product during delivery), we will cover the cost of return shipping and issue a full refund of the product’s purchase price. We may also offer to reship the correct product at no additional cost, if you prefer a replacement over a refund.

5. Special Cases for Refunds

5.1 Damaged or Incorrect Products

If you receive a product that is damaged during shipping or is not the item you ordered (e.g., wrong shade of lip gloss, incorrect mascara type), take the following steps:

  • Contact us within 7 days of delivery with photos of the product, packaging, and shipping label.
  • We will provide a pre-paid return shipping label (so you incur no shipping costs) and process a full refund once we receive the damaged/incorrect product.
  • Alternatively, we can reship the correct product to you for free—just let us know your preference in your email.

5.2 Missing or Lost Orders

If your order does not arrive within the estimated 6–12 day delivery window, and tracking shows the package is lost or undelivered:

  • Contact us with your order number and tracking number (if available).
  • We will investigate the status with our shipping partners. If the order is confirmed lost, we will issue a full refund within 5–10 business days or reship the order—whichever you prefer.

5.3 Holiday Periods

During peak holiday seasons (e.g., November–December), refund processing times may be extended by 1–2 business days due to higher return volumes. We will post updates on our website and notify you via email if there are any delays affecting your refund.

6. Questions About Refunds

If you have questions about your refund status, eligibility, or the refund process, contact our customer service team at [email protected]. We aim to respond to refund-related inquiries within 24–48 business hours and will work to resolve any issues promptly.

Jonesroadn reserves the right to modify this Refund Policy at any time. Any changes will be posted on this page with an updated “Last Revised” date. Your continued use of our website and services after the changes take effect constitutes your acceptance of the revised policy.