Refund Policy

1. Money-Back Guarantee

We offer a comprehensive satisfaction guarantee on all our products and services, reflecting our confidence in their quality and effectiveness.

2. Product Returns and Refunds

Our product return policy is designed to be fair to customers while maintaining hygiene and safety standards required for cosmetic products, in full compliance with Google Ads policy for accurate business representation.

2.1 Eligible Products for Return

• Unopened Products: Full refund for unopened items in original packaging
• Defective Products: Items with manufacturing defects or damage during shipping
• Wrong Items: Products sent in error due to our fulfillment mistakes
• Unused Opened Products: Products opened but not used (subject to inspection)
• Allergic Reactions: Products that cause adverse skin reactions (with documentation)

2.2 Non-Returnable Items

For health and safety reasons, the following items cannot be returned:

• Products that have been used or partially used
• Items without original packaging or labels
• Products returned after 30 days from purchase date
• Personalized or custom-made items (unless defective)
• Gift cards or promotional vouchers
• Products damaged by misuse or normal wear

2.3 Return Process

1. Contact Us: Email [email protected] or call +1 416-394-1374
2. Provide Details: Order number, reason for return, and photos if applicable
3. Receive Authorization: We'll provide a Return Authorization Number (RAN)
4. Package Items: Securely package items with RAN clearly marked
5. Ship Return: Send to our return address using trackable shipping
6. Processing: Refund processed within 5-7 business days after inspection

3. Service Refunds

Our Personalized Skincare Consultation service (CAD $75) comes with satisfaction guarantees that demonstrate our commitment to delivering valuable, professional advice.

3.1 Consultation Satisfaction Guarantee

• Full Refund: If not satisfied within 24 hours of consultation
• Re-consultation: Complimentary follow-up session if initial consultation doesn't meet expectations
• Partial Refund: 50% refund if consultation is cancelled with less than 24 hours notice
• Technical Issues: Full refund if consultation cannot be completed due to our technical problems

3.2 Service Cancellation Policy

• 24+ Hours Notice: Full refund for cancellations made 24 hours or more in advance
• 12-24 Hours Notice: 50% refund for cancellations made 12-24 hours in advance
• Less than 12 Hours: No refund, but can reschedule once without penalty
• No-Show: No refund, but can reschedule for a $25 fee

4. Refund Methods and Timeline

We process refunds efficiently and transparently, with clear timelines that comply with Canadian consumer protection standards and Google Ads policy requirements for accurate business practices.

4.1 Refund Methods

• Original Payment Method: Refunds issued to the original payment method used
• Credit Card: 3-5 business days for refund to appear on statement
• Debit Card: 1-3 business days for refund processing
• PayPal: 1-2 business days for PayPal account credit
• Store Credit: Available as alternative with 10% bonus value

4.2 Refund Timeline

5. Exchanges and Store Credit

We offer flexible exchange options to ensure you find the perfect products for your beauty needs.

5.1 Product Exchanges

• Size/Shade Exchanges: Free exchange for different sizes or shades within 30 days
• Product Type Exchanges: Exchange for different products of equal or lesser value
• Upgrade Exchanges: Pay difference for higher-value products
• Shipping: We cover return shipping for exchanges on our error

5.2 Store Credit Benefits

• Bonus Value: Choose store credit and receive 10% additional value
• Extended Validity: Store credit valid for 12 months from issue date
• Transferable: Store credit can be gifted to friends and family
• Stackable: Use store credit with other promotions and discounts

6. Shipping and Return Costs

Our shipping and return cost policy is transparent and fair, clearly outlined to comply with advertising standards including Google Ads policy requirements.

6.1 Return Shipping Costs

• Our Error: We pay return shipping for wrong items, defects, or damage
• Change of Mind: Customer pays return shipping for personal preference returns
• Exchanges: We cover return shipping for size/shade exchanges
• Canada-Wide: Return shipping within Canada typically $10-15

6.2 Replacement Shipping

• Defective Items: Free shipping on replacement products
• Exchanges: Standard shipping rates apply for exchanges
• Rush Orders: Express shipping available at additional cost

7. Special Circumstances

We understand that special situations may arise, and we're committed to finding fair solutions for our customers while maintaining compliance with Canadian consumer protection laws.

7.1 Allergic Reactions

• Immediate Refund: Full refund for products causing allergic reactions
• Documentation: Medical documentation may be requested for severe reactions
• Alternative Products: Free consultation to find suitable alternatives
• Health Priority: Your health and safety are our top priority

7.2 Damaged in Transit

• Immediate Replacement: Free replacement for items damaged during shipping
• Photo Documentation: Photos of damaged packaging and products required
• Carrier Claims: We handle all insurance claims with shipping carriers
• Rush Replacement: Express shipping for urgent replacement needs

7.3 Holiday and Sale Items

• Same Policy: Sale items subject to same return policy as regular items
• Final Sale Items: Clearly marked items are non-returnable (defects excepted)
• Gift Sets: Individual items from gift sets cannot be returned separately
• Seasonal Returns: Extended return period during holiday seasons

8. Google Ads Policy Compliance

Our refund policy and all related advertising content strictly adhere to Google Ads policy requirements, ensuring:

• Accurate Representation: All refund terms are clearly and accurately stated in our advertising
• No Misleading Claims: Refund guarantees are genuine and honored as advertised
• Transparent Conditions: All conditions and restrictions are clearly disclosed
• Fair Practices: Refund process is fair, timely, and customer-friendly
• Compliance Monitoring: Regular review of policies to maintain advertising platform compliance
• Customer Rights: Full respect for consumer protection rights in all jurisdictions

9. Fraud Prevention

While we maintain a customer-friendly return policy, we have measures in place to prevent fraudulent returns:

• Order Verification: Returns must match valid order records in our system
• Return Limits: Excessive returns may require additional verification
• Product Authentication: Returned items are verified as authentic Soon Cosmetic products
• Account Monitoring: Suspicious return patterns are investigated
• Legal Action: Fraudulent returns may result in account suspension or legal action

10. Customer Rights

As a Canadian company, we fully respect your consumer rights under Canadian law:

• Provincial Protection: Rights under provincial consumer protection legislation apply
• Federal Standards: Compliance with federal consumer protection standards
• Dispute Resolution: Access to consumer protection agencies for unresolved disputes
• Legal Remedies: This policy does not limit your legal rights as a consumer
• Accessibility: Customer service available in English and French

11. How to Initiate a Return

Starting a return is easy and can be done through multiple channels:

Return Address

12. Policy Updates

We may update this Refund Policy to reflect changes in our practices, legal requirements, or to maintain compliance with advertising platform policies including Google Ads policy. Updates will be communicated through:

• Email notification to registered customers
• Website announcement with highlighted changes
• Updated revision date at the top of this policy
• Social media notifications for major changes

13. Contact Information

For questions about returns, refunds, or this policy:

14. Effective Date

This Refund Policy is effective as of January 1, 2025. All returns and refunds are processed according to the policy in effect at the time of the original purchase. Our commitment to fair and transparent refund practices supports our compliance with Google Ads policy requirements and Canadian consumer protection standards.