Refund policy

Our 14-day money-back guarantee

If a product isn't right for you, tell us within 14 days of delivery and we'll refund it. Opened or unopened, used or untouched — the guarantee covers both. You don't need to ship anything back.

To claim it, email support@altarusbeauty.com with your order number and a sentence about what didn't work. We'll confirm by email and issue the refund to your original payment method. The guarantee applies once per customer, per product.

How refunds are issued

Approved refunds are sent to your original payment method within 10 business days of our confirmation email. Your bank or card issuer may need additional time to post it. If more than 15 business days have passed since we confirmed your refund and you don't see it, contact us at support@altarusbeauty.com.

Damaged, defective, or incorrect items

Please inspect your order when it arrives. If an item is damaged, defective, or not what you ordered, contact us within 7 calendar days of the carrier's delivered date with your order number and clear photos of the product, the packaging, and the shipping label. We'll replace it or refund it in full. This is separate from the 14-day guarantee and doesn't use it up.

Returning an unopened item

If you'd prefer to send an unopened, unused item back rather than take the guarantee refund, contact us first and we'll provide return instructions and an address. Items sent back without written instructions from us can't be accepted or refunded.

What isn't covered

Requests made more than 14 days after delivery.
Gift cards.
Orders returned to us because of an incorrect or incomplete address, refusal, or a failed delivery attempt. Reshipment may require an additional shipping charge.

European Union 14-day cooling-off period

If your order ships to the European Union, you have the right to cancel or return it within 14 days for any reason and without justification, in addition to the rights described above. Email us to start a cancellation.

Cancelling an order before it ships

Orders can usually be cancelled before they enter processing. Email us as soon as possible with your order number. Once an order has entered processing with our fulfillment partner we may not be able to stop it, in which case the 14-day guarantee applies from delivery.