Returns & Exchange Policy for Jones

At Jones, we want you to be completely delighted with your makeup purchase. If for any reason you’re not entirely satisfied, we’re here to help make your return or exchange as smooth as possible.

Please read our policy carefully to understand the terms and conditions for returns and exchanges.

Our Return Policy

• Eligibility Window: You may return most new, unused, and unopened items within 30 days of the delivery date for a full refund to your original payment method.
• Condition of Items: To be eligible for a return, your item must be in its original, unopened packaging, unused, and in the same condition that you received it. Products that have been opened, used, or show signs of wear are generally not eligible for a refund, unless defective.
• Proof of Purchase: A valid proof of purchase (such as your order number or receipt) is required for all returns.
• Non-Returnable Items: For hygiene reasons, certain items are considered final sale and cannot be returned or exchanged once opened or used. This includes, but is not limited to, certain applicators or personal tools. Any specific non-returnable items will be clearly marked on their product pages.
• Refund Processing: Once your return is received and inspected, we will send you an email notification. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days. Shipping costs are non-refundable.

Exchanges

• Defective or Damaged Items: If you receive a defective or damaged item, please contact us immediately (within 7 days of delivery) at [email protected] with your order number and clear photos of the damage. We will gladly replace the item or offer a full refund.
• Product Swaps: We currently do not offer direct product exchanges (e.g., swapping one shade for another simply because of preference) for opened products. If you wish to exchange an item due to personal preference, please follow the return process for the original item and place a new order for the desired product. The original item must meet the return eligibility criteria (new, unused, unopened).

How to Initiate a Return

To initiate a return, please follow these steps:

1. Contact Us: Send an email to [email protected] with the subject line “Return Request – [Your Order Number]”.
2. Provide Details: In your email, please include:
   • Your full name
   • Your order number
   • The item(s) you wish to return
   • The reason for the return
3. Await Instructions: Our customer support team will review your request and provide you with detailed instructions, including the return shipping address, if your return is approved. Please do not send your item back until you receive these instructions.
4. Package Your Item: Carefully package the item(s) in their original packaging, if possible, along with all accessories and documentation.
5. Ship Your Return: You will be responsible for paying for your own shipping costs for returning your item unless the item is defective or incorrect. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

Contact Us

If you have any questions about our Returns & Exchange Policy, please don’t hesitate to contact us:

Email: [email protected] Phone: +1 (207) 334-9639 Address: 69 Victor Ln, Clinton, ME, 04927