Refund policy
Thank you for shopping with Softea Richmond. We want every customer to feel confident when ordering from our store.
Due to the nature of cosmetic and skincare products, we do not accept returns or exchanges on opened, used, damaged, or unsealed items for hygiene and safety reasons.
Return Eligibility
We may accept a return only if:
- The item is unused, unopened, and in its original packaging.
- The request is made within 60 days of delivery.
- The item was not marked as final sale.
- Proof of purchase or order confirmation is provided.
Non-Returnable Items
For health, hygiene, and safety reasons, the following items are not eligible for return:
- Opened cosmetic products
- Used skincare products
- Opened or unsealed biocellulose facial masks, jaw contour masks, and cosmetic forehead patches
- Items with broken seals or damaged packaging caused after delivery
- Gift cards
- Final sale or clearance items
Damaged or Incorrect Orders
Please inspect your order when it arrives. If your item is damaged, defective, or incorrect, contact us within 48 hours of delivery.
Please include:
- Your order number
- A clear photo of the item
- A clear photo of the packaging
- A short explanation of the issue
After review, we may offer a replacement, store credit, or refund depending on the situation.
Refunds
If your return or refund request is approved, the refund will be processed to your original payment method.
Please allow several business days for your bank or payment provider to complete the refund.
Shipping fees are non-refundable unless the issue was caused by an error on our part.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
We recommend using a trackable shipping method, as Softea Richmond is not responsible for lost return packages.
Contact
Softea Richmond
8351 Alexandra Rd
Richmond, British Columbia V6X 1C3
Canada