Refund policy

 

Returns, Refunds & Exchanges

If you are looking to return and refund/exchange part or all of a recent order, we are here to help. 

With the exception of nail polish and nail care products, we accept returns for a refund or exchange on most unused items, once received within the first 30 days of purchase, and after inspection is passed. Please see Exceptions & Conditions below.

IMPORTANT NOTE
FOR STANDARD RETURNS, CUSTOMERS ARE RESPONSIBLE TO PAY FOR THE RETURN SHIPPING. Please keep in mind that, as with many other family businesses across Canada, the rise in shipping costs has increased the burden on our business. We do our best to offer competitive prices and free shipping on orders above a certain threshold, however unfortunately, it is not feasible for us to also offer free shipping on standard returns. On each product page you will also find an note on these key points.

See the Return Steps below

 

Unclaimed, Refused, Or Undeliverable Shipments (Return To Sender) are NOT acceptable forms of product returns. For more on this please see this section of our shipping policy: 

https://beautywellness.ca/policies/shipping-policy/#RTS

 

Incorrect or Defective Item Received

It is important to note that BeautyWellness.ca redistributes products from the manufacturers and does not open or inspect the products that it receives - customers receive the items as we've received them from the manufacturers. If a shipment is received by our customer, where a delivered item was incorrect or defective, we are happy to pay for the return shipping and will provide you with a prepaid shipping label. Once the defective or incorrect items are returned to us, we will reship the correct items to you. In cases of incorrect or defective items, we do not issue refunds but rather expedite the shipment of the correct, replacement or similar item.

However, please note that if after reception and inspection of the returned product, it is deemed that the returned product does not in fact meet qualifications for free return shipping (for example the product is not defective), then the cost of return shipping will be charged to the customer.  Also the,  customer is responsible to pay for the shipping of the item back to them.

Important to Qualify for BeautyWellness.ca Product Support:

  • Any damaged, defective or missing order shipment elements must be reported by email or phone to BeautyWellness.ca within 48 hours of delivery. 
  • If you believe there to be a technical problem or product defect with the item delivered to you, DO NOT attempt to take apart, dismantle or repair the product on your own, (beyond very basic and standard product adjustments, as identified in any product manuals included) as the responsibility for any product issues may fall to you and BeautyWellness.ca will be unauthorized to accept the return of the product for replacement or refund. Instead, please report the problem to us via email or phone as soon as possible (within 48 hours of delivery).

See the Return Steps below

Products with a Manufacturer's Warranty

30 Days or Less*:
If your product is covered by a manufacturer's warranty (for example electrical devices), and within the first 30 days of purchasing the product a product defect presents itself, please contact us (orders@beautywellness.ca) and we will be happy to address your product issues and provide product warranty support as it fits the situation (this is a general understanding with the manufactures for the first 30 days). 

 

After 30 Days:
If your product is covered by a manufacturer's warranty (for example electrical devices), and you have a product defect that arises AFTER 30 days following your purchase with us, you will need to obtain your product warranty support directly with the manufacturer. You may still contact us (orders@beautywellness.ca) and we will be happy to provide the appropriate contact information and guidance for you to connect directly with the manufacturer to obtain your product support. 

 

Return for Standard Reasons

PLEASE NOTE:
FOR STANDARD RETURNS, CUSTOMERS ARE RESPONSIBLE TO PAY FOR THE RETURN SHIPPING.

This means that if there is a request to return a product for a reason other than an error on our part, we ask that the customer arrange and pay for the return shipping back to one of our receiving locations in the Greater Toronto Area.

IMPORTANT: We do NOT accept the return of any used items (unless they are defective and they are returned withing the first 30 days). This is due to safety & hygienic concerns, as related to the personal beauty & wellness products that we sell. We are unable to do anything we a properly working product if has been used (In such a case a refund or exchange is not possible. The used product will be disposed of since we never sell used or refurbished products).

See the Return Steps below

 

Minor Cosmetic Blemishes & Product Condition

All products sold by BeautyWellness.ca are 100% new, unused, and authentic, sourced directly from manufacturers or their authorized distributors. We do not sell used, open-box, refurbished, or previously returned products.

In rare cases, products may exhibit very minor cosmetic marks (such as light scuffs or surface blemishes) that occur during manufacturing, quality inspection, or transit within protective packaging. These cosmetic imperfections are considered normal and acceptable by manufacturers and do not indicate prior use, nor do they affect product performance, safety, hygiene, or warranty coverage.

Products with minor cosmetic blemishes that do not impact functionality are not considered defective. As such, return shipping costs are the responsibility of the customer if a return or exchange is requested solely for cosmetic reasons. If a customer believes a product has a functional defect, clear photos may be requested for assessment prior to authorization of a return.

 

Exchange Shipping Back to You - Fees May Apply

If an exchange is requested, and the price of the items for exchange falls below the free shipping threshold for that region, we will ask for an additional payment of the flat rate for that region for shipping back to the customer. See the free shipping thresholds for different regions here: https://beautywellness.ca/policies/shipping-policy 

 

Cancellations & Refund Processing Fees = 4% of Order Total (7% if purchased with Affirm, Sezzle, Afterpay or SHOP PAY INSTALLMENTS)

As an eCommerce business, BeautyWellness.ca is charged a 4% processing fee on each and every transaction by a 3rd party secure credit card processing system (Shopify). Furthermore we are actually charged 7% when the purchase is made with Affirm, Sezzle, Afterpay or SHOP PAY INSTALLMENTS. In all these cases, we never receive back the 4% or 7% fee charged to us, even if an order is canceled or refunded.

As such, for each cancelled or refunded transaction, BeautyWellness.ca will retain 4% of the total order transaction amount (7% if purchased with Affirm, Sezzle, Afterpay or SHOP PAY INSTALLMENTS), because it is given to the 3rd party payment processor, and not returned to us (even if we refund the order to our customers).

If you simply wish to modify your order after you placed it, we ask that you DO NOT cancel the order then reorder the correction. Instead, to avoid the cancellation fees, we ask that you simply email us at orders@beautywellness.ca OR call us at 1-866-999-8969 (during business hours) with your order number (#) and the modifications you wish to make. We will then make the modifications manually, and you will avoid the additional cancellation fees.

 

Return & Refund Steps

1) Customer Emails Us:
To start the return process, the customer first sends us an email request via ReturnRequest@BeautyWellness.ca. Within this request email, the customer is asked to identify:

    • The original order number (#)
    • The specific product(s) to be returned
    • The reason for the return
    • Full customer name and phone number
2) We Respond with Return Shipping Address & Instructions:  
We will contact the customer via phone or email to confirm our understanding of the request and to outline the applicable return shipping instructions. 

3) Customer Ships the Return:
The customer will ship the product back to our head office, based on the instructions provided.

 

4) We Inspect & Process:
Once we receive the returned product back at our head office, we examine whether it meets the requirements of an exchange or refund. Once the inspection is passed, we will begin the exchange process or issue a refund on the applicable items (less any applicable cancellation fees).  In cases of incorrect or defective items, we do not issue refunds but rather expedite the shipment of the correct item.


    Time for Funds Back to Card - Up To 10 Days
    Please note, from the time that BeautyWellness.ca issues the refund, it may take up to ten (10) days for the refund to be registered to the customer's credit card. This time lag is not due to BeautyWellness.ca or our eCommerce payment processing system (Shopify) but rather dependent on the customer's bank. Each bank is different with regards to holds and refund timing.

     

    Exceptions & Conditions

    • Any damaged, defective or missing order shipment elements must be reported within 48 hours of delivery. 
    • Please note, we are NOT responsible for frozen contents. As Canadians, we can all understand that our great country can get pretty cold at times, and we ask our customers to kindly consider this when ordering products that may freeze after delivery. If you are worried that your order contents will freeze after delivery please request for a HOLD FOR PICKUP service in a follow-up email after you have placed your order (providing the order #). We will then select a courier that can hold your parcel at a nearby location where you can go an pickup your order, with photo ID. 
    • If it is believed there to be a technical problem or product defect with the item delivered, the customer MUST NOT attempt to take apart, dismantle or repair the product on their own, (beyond very basic and standard product adjustments, as identified in any product manuals included) as the responsibility for any product issues may fall to the customer and BeautyWellness.ca will be unauthorized to accept the return of the product for replacement or refund. Instead, please report the problem to BeautyWellness.ca via email or phone as soon as possible (within 48 hours of delivery).
    • In cases of incorrect or defective items, we do not issue refunds but rather expedite the shipment of the correct item.
    • All items for which a refund is requested must be received back at the head office within 30 days of initial purchase.
    • We do NOT accept the return of any used items. This is due to safety & hygienic concerns, as related to the personal beauty & wellness products that we sell.
    • ALL NAIL POLISH AND NAIL CARE RELATED PRODUCTS ARE FINAL SALE. For hygiene and safety reasons, nail polish and related nail care products are final sale and are not eligible for return or exchange. These items are not manufacturer-sealed, and once delivered, we cannot confirm whether they have been opened or used. Thank you for your understanding as we work to maintain the highest product safety standards for all customers.
    • All items must be returned with their original packaging, manuals, accessories, warranty cards, and in the unused condition as received.
    • Items purchased as part of a clearance sale are final sales and exempt from returns and refunds.
    • All returned items must be received and pass examination before approval for refund or exchange is granted.
    • For each cancelled or refunded transaction, BeautyWellness.ca will retain 4% of the total order transaction amount (7% if purchased with Affirm, Sezzle, Afterpay or SHOP PAY INSTALLMENTS), because it given to the 3rd party payment processor, and not returned to us (even if we refund the order to our customers).
    • Shipping charges on the initial order will not be refunded or credited.
    • If an exchange is requested, and the price of the items for exchange falls below $60, we may ask for an additional payment for shipping back to the customer.
    • IMPORTANT: We reserve the right to deduct the posted flat shipping rate  from the refund of returned items that had originally qualified for free shipping.
    • Due to their inherit nature, we are also unable to accept returns on the following specific types of products if the seals are opened:
      • Hair colour
      • Developer/Peroxide
      • Lightener/Bleach
      • Perms
      • Any other products that are rendered unsanitary and tainted if the product seal is opened.