Refund policy
Returns & Refunds
At pilarrae beauty, every product is carefully handcrafted, packaged, and inspected before it leaves our hands. Because our products are personal-care and body-care items, we maintain a limited return policy to protect the quality, safety, and integrity of every product we create.
All Sales Are Final
Due to the personal nature of our products, pilarrae beauty does not accept returns or exchanges on products that have been opened, used, or applied to the skin.
For this reason, we encourage you to carefully review your product selection, scent, and order information before completing your purchase.
Damaged or Incorrect Orders
We want your order to arrive beautifully and safely. If your package arrives damaged, defective, or contains an incorrect item, please contact us within 5 days of delivery.
Please email us with:
- Your order number
- A description of the issue
- Clear photos of the product and packaging
- Photos of any visible shipping damage
Once we review your request, we will determine the best resolution, which may include a replacement or refund.
Damaged in Transit
While we package every order with care, shipping carriers can occasionally cause damage during transit. If your order arrives damaged, please take photos of the package before opening it, as well as photos of the damaged product and packaging.
These photos help us document the issue and, when appropriate, assist with a carrier claim.
Wrong Item Received
If we made a mistake and you received an item different from what you ordered, please contact us within 5 days of delivery. We will work with you to make it right.
Refunds
If a refund is approved, the refund will be issued to the original payment method used at checkout. Please allow your financial institution additional processing time for the funds to appear in your account.
Original shipping charges are generally non-refundable, except when the issue is the result of an error on our part.
Order Cancellations
Because our products are handmade and orders may begin processing shortly after purchase, cancellation requests must be submitted as soon as possible.
Once an order has been processed or shipped, we cannot guarantee that it can be canceled or modified.
Allergies & Product Sensitivities
Our products contain carefully selected ingredients, but everyone’s skin is different. pilarrae beauty is not responsible for allergic reactions, irritation, or individual sensitivities to ingredients.
Please review the full ingredient list before purchasing. If you have known allergies or sensitivities, we recommend consulting with a qualified healthcare professional before using a product.
For your safety, perform a patch test before applying a new product more broadly.
Our Commitment to You
Although we cannot accept returns simply because a product or scent isn’t the right fit, we genuinely want you to love your pilarrae beauty experience.
If you have a concern with your order, please reach out to us. We are a small business, and every customer matters to us. We will always do our best to address legitimate concerns with care, fairness, and integrity.
Thank you for trusting pilarrae beauty with your self-care rituals. 💕