Refund Policy for Jones Roade

Last Updated: 2025.08.25

At Jones Roade, we stand behind the quality of our clean beauty products—including our sulfate-, paraben-, and phthalate-free Uber-Black Mascara, Peppermint Lip Gloss, and all other offerings. This Refund Policy outlines the terms and conditions for requesting and processing refunds, ensuring transparency and fairness for every customer. By purchasing from our website (jonesroade.com), you agree to the guidelines below.

1. Eligibility for Refunds

To qualify for a refund, your request must meet the following criteria:

  • Timeframe: The refund request must be initiated within 60 days of the delivery date of your order. Requests made after this period will not be accepted.
  • Product Condition: The product(s) being returned must be unused, unopened, and in their original packaging (with all tags, seals, or protective materials intact). Products that have been used, opened, damaged (due to customer mishandling), or modified are not eligible for a refund.
  • Valid Reason: Refunds are granted for reasons including (but not limited to):
  • Receiving a defective or damaged product (e.g., broken mascara tube, leaking lip gloss).
  • Receiving the wrong product (e.g., ordered Uber-Black Mascara but received a different item).
  • Dissatisfaction with the product (provided it meets the unused/unopened condition requirement).
  • Proof of Purchase: You must provide a valid proof of purchase, such as your order number, order confirmation email, or receipt.

2. How to Initiate a Refund

Follow these steps to request a refund:

  1. Contact Our Team: Reach out to our customer service team at [email protected]. Include the following details in your email:
  • Your full name and contact information (matching the details on your order).
  • Order number (found in your order confirmation email).
  • The name(s) of the product(s) you wish to return for a refund.
  • A clear reason for the refund request (e.g., “defective product,” “wrong item received”).
  • For defective or wrong products: Attach photos/videos showing the issue (this helps expedite the process).
  1. Receive Return Authorization (RA): After reviewing your request, we will email you a Return Authorization (RA) number and detailed return instructions (including our return shipping address) within 2 business days if your request is approved. Do not ship products back without an RA number—unauthorized returns will not be processed.
  2. Ship the Product Back: Package the eligible product(s) securely (preferably in the original packaging) and include the RA number on the shipping label. You are responsible for covering the cost of return shipping, unless the refund is due to our error (e.g., defective product, wrong item)—in such cases, we will provide a prepaid shipping label.
  3. Confirm Delivery of Return: Once we receive and inspect the returned product(s) (to verify they meet eligibility requirements), we will send you a confirmation email within 2 business days confirming acceptance of the return.

3. Refund Processing Details

  • Refund Method: Refunds will be issued to the original payment method used for the purchase (e.g., credit card, PayPal). We cannot issue refunds to alternative payment methods unless the original method is no longer active (you will need to provide proof of this).
  • Currency: All refunds are processed in United States Dollars (USD), consistent with the original purchase currency. If your payment was made in a different currency (converted by your bank or payment provider), the refund amount will reflect the original USD amount—any currency conversion fees or fluctuations are determined by your financial institution and are not our responsibility.
  • Processing Time: After we confirm acceptance of your returned product(s), refunds are initiated within 2 business days. The time it takes for the refund to appear in your account depends on your financial institution’s processing rules, typically ranging from 5–10 business days.
  • Non-Refundable Items: The following are not eligible for refunds:
  • Shipping costs (unless the refund is due to our error).
  • Products that are personalized or custom-made (unless they are defective).
  • Products that have been used, opened, or damaged by the customer.

4. Special Cases

a. Defective or Damaged Products

If you receive a defective or damaged product, notify us within 7 days of delivery (instead of the standard 60 days) to qualify for expedited processing. We may either:

  • Issue a full refund (including the original shipping cost) upon receipt of the defective product.
  • Send a replacement product at no cost to you (if preferred over a refund).

b. Wrong Product Received

If you receive the wrong product, notify us within 7 days of delivery. We will cover all return shipping costs for the incorrect item and either:

  • Ship the correct product to you at no additional cost.
  • Issue a full refund (including original shipping cost) if you prefer not to receive the correct product.

c. Canceled Orders

If you cancel an order before it is shipped (i.e., before you receive the “Order Shipped” email), we will issue a full refund within 2 business days of cancelation. If the order has already shipped, you will need to follow the standard return and refund process outlined in Sections 2 and 3.

d. Lost or Stolen Returns

We are not responsible for returned products that are lost or stolen in transit. We recommend using a shipping method with tracking and insurance to protect your return. If the return package is not delivered to us, you will need to file a claim with the shipping carrier—we cannot process a refund without confirming receipt of the returned product.

5. Refund Status Inquiries

If you have not received your refund within the expected 5–10 business days after we confirm processing, or if you have questions about the status of your refund, contact us at [email protected] with your order number and RA number. We will investigate the status with our payment processor and provide an update within 3 business days.

6. Changes to This Refund Policy

We may update this Refund Policy periodically to reflect changes in our business practices or applicable laws. When changes are made, we will revise the “Last Updated” date at the top of this page and post the new policy on our website. Your continued purchases from Jones Roade after the updated policy is posted constitute your acceptance of the changes.

7. Contact Us

For any questions, concerns, or assistance with refund requests, please contact our customer service team:

We aim to resolve all refund-related inquiries within 3–5 business days and ensure a smooth experience for every customer.

By purchasing products from Jones Roade, you acknowledge that you have read, understood, and agreed to this Refund Policy.