DAMAGES & REFUNDS
I received a damaged product, what do I do?
When we prepare our orders for shipment, we do everything we can to try and avoid potential damages but unfortunately, the postal service can be a bit rough with your packages, no matter how much we bubble wrap and secure it. All damages MUST be reported to us within 48 hours of your shipment showing delivered, so that we can be sure the damage came from the shipping carrier, and we can properly contact them within this time frame. Claims for damaged shipping boxes or damaged boxes where the actual product is not damaged will not be responded too.
Please send us an email to email@example.com with the list of requirements below.
- Name and order number
- A clear photo of the full packing slip and all packing materials that were included in your box.
- Photos of the damage (no videos). Please do not send any up-close pictures of the damaged product where it is hard for us to see. Photo of the damaged photo must be a clear photo and must show the entire product.
DOMESTIC CUSTOMERS: All damages MUST be reported to us within 48 hours of your shipment showing delivered.
If you are in the United States, we will do our best to reship a replacement shade. If a shade comes damaged in one of our pre-assembled palettes, we will reship the damaged shade ONLY in an eyeshadow sleeve. Since our palettes are magnetic, you are able to pop the damaged shade out and pop the new one in. If we are unable to reship the damaged shade, we will issue a store credit for the price of the shadow.
INTERNATIONAL ORDERS: Due to the extreme international shipping cost, at the moment we are unable to reship for any damaged products. However, if you selected UPS shipping during checkout, your order will automatically include insurance on it should any damages occur to your order while in transit. This allows for UPS to refund you the total cost of the product that was damaged while in their care.
If your order was shipped USPS and it arrived damaged, you must notify us within 1 week of your order showing delivered, and we will refund you for the damaged “item”. Example: if you order a palette from us, and for instance one eyeshadow is damaged, we will refund the cost of the shadow in the palette. This does not apply if you had your order shipped through a port or third party shipping service.
Klarity Kosmetics is not responsible for damaged/lost and/or stolen packages that were shipped through a third-party shipping agent and/or forwarding service. We ship via USPS and UPS, and when they deliver to a third-party service to transport to you, they are no longer responsible for the shipment, as they can’t be certain the damage occurred directly from them. You would have to contact the forwarding service you used, in order to file a claim.
Refunds are issued in the form of a store credit for any damages and will reflect the cost of the product less any discount code used as well as any shipping charges to send the order to you. You do not need to send the damaged item back to us. This policy does not apply to any products sent via a mail forwarding service (ports). If it has been more than 48 hours, unfortunately we can not issue a store credit.
PLEASE NOTE: NOTIFYING US VIA SOCIAL MEDIA DOES NOT COUNT AS A FORM OF EMAIL. WE ONLY RESPOND TO EMAIL INQUIRIES ABOUT ORDERS.
If you added the wrong address to your order or need to correct something in your address, please contact us immediately so that we can update it. We are not responsible for packages sent out to an incorrect address listed on your order and will be unable to approve a refund in the event this happens.
Due to a recent change in Shopify's Terms and Conditions, returns will be subject to a 15% transaction fee of the total price of the order. This also does not include any shipping fees, as these fees are paid directly to the shipping carrier when you place the order with us.
Your complete satisfaction with Klarity Kosmetics is extremely important to us. Due to Covid19, we are unable to accept returns on any opened products, due to sanitation purposes. However, we respectfully accept any return you may have on all unopened, unused products you may have within 3 days of receiving your order. Unfortunately, if we are not contacted within this time frame, we will be unable to assist with a return. You will have 7 days to return your unopened merchandise to us once you have notified us within the original 3 days of receiving your order. Any returns received after this time frame will not be refunded or returned to you. This time frame does exclude holidays and Sundays since most carriers are closed.
In order to be refunded, the merchandise must be returned in its original, unopened packaging. Once your package has been received back to our warehouse, we will inspect the merchandise to insure it is unopened, and we will issue a refund back to your original payment source, minus the 15% transaction fee and 20% restocking fee. Return shipping fees are non-refundable since these are paid directly to the postal service.
Klarity Kosmetics is NOT responsible for lost or stolen packages, and we cannot issue a refund or replacement in the event Route insurance was not added to you order (PLEASE SEE ROUTE INSURANCE INFO AT THE BOTTOM OF THIS PAGE). If a package is returned to us as undeliverable or return to sender, it is not refundable. It can take 30-45 days due to Covid for the assigned carrier to return a package to us. Once it is received back, we will notify you to see if you would like for the items to be resent. Once confirmed we will send an invoice for you to repay the outgoing shipping charges.
How To Return An Item To Klarity Kosmetics
- Package must be UNOPENED and ALL original components must still be inside the box. If box has been unopened and any items are missing, the return refund is subject to a rejection of refund, and we will not return the package back to you.
SEND YOUR RETURN TO:
KLARITY KOSMETICS RETURN DEPT
3101 GULFWAY DR
PORT ARTHUR, TX 77642
Please email us a valid tracking number along with the carrier that was used to firstname.lastname@example.org
Because you are responsible for the shipping costs and the safe return of the merchandise, we suggest using FedEx, UPS or insured Parcel Post from the US Postal Services with a valid tracking number.
Klarity Kosmetics is not responsible for returned articles that were lost during transit, damaged items, or for items received after the stated return policy. Once we receive your return, please allow up to 5 business days for a refund notification to be sent to your email inbox.
Your refund value for individual items may vary based on if you used a discount code on order.
You are not required to return any free gifts we may have included in your purchase do not need to return free gifts that were received with your purchase.
As of 2/4/22 Klarity Kosmetics has partnered up with Route Insurance to help us protect both us and the customer in the event of lost, damaged or stolen packages. This option is automatically added to your cart and can be removed at ANYTIME before checking out but, IT IS NOT recommended. If this option is removed, please note that Klarity Kosmetics is no longer responsible in the event, any of the 3 events above occur. If the route insurance remains a part of your order, and your package was damaged, please reach out to our customer service with the required information, as noted above, and we can assist you. If your package has been lost, please email us so that we can provide your tracking number to Route. If your package was stolen, unfortunately Route, will only accept a claim if a police report was filed and provided. Once you have filed the police report, please email us a copy of it to email@example.com so that we can provide it to them.