Returns & Refunds
If it’s not right, we’ll make it right.
We’re a small brand in Boston, and a real person reads every message. If something you ordered isn’t what you expected, here’s exactly how it works. In plain language.
The short version
- Changed your mind? Unopened items can come back within 14 days.
- Arrived damaged or wrong? Email us within 14 days with a photo and we’ll replace it free, or refund you in full.
- Opened or used items can’t be returned, for hygiene reasons.
01 If you change your mind
A shade can look different on your skin than it did on screen — we get it. If your item is unused, unopened, and in its original packaging, you can start a return within 14 days of receiving it.
Because these products go on close to the eye, we can’t accept opened or used items back, for safety and hygiene. Thank you for helping us keep everyone safe.
For change-of-mind returns, the original shipping cost isn’t refunded and return shipping is on you. If you’d rather not send it back, just ask — for small orders we can sometimes offer store credit instead, so nothing goes to waste.
02 If it arrived damaged, defective, or wrong
If your order shows up broken, faulty, or not what you ordered, that’s on us and we’ll fix it properly. Email hello@imperfectionist.beauty within 5 days of delivery with:
- Your order number
- A clear photo showing the problem
This covers items that arrive broken, cracked, shattered, missing, or wrong. Once we’ve had a look, you choose:
- A free replacement — we ship a new one at no cost to you, or
- A full refund of the item price if you’d rather not wait.
Either way, we cover return shipping when the fault is ours. Because every shade is hand-pressed, small cosmetic variations in the pan are normal and don’t count as damage — but anything that affects how the product performs absolutely does, and we’ll always make that right.
03 How to start a return
- Email hello@imperfectionist.beauty with your order number and the reason.
- We’ll reply with a Return Authorization Number and where to send it.
- Pack it carefully and ship it with a trackable service.
For change-of-mind returns, return shipping is the customer’s responsibility. We’re a small team and we truly appreciate your understanding.
04 When you’ll get your refund
Once we receive and check your return, we process refunds within 5–7 business days, back to your original payment method. Your bank may take a few extra days to show it.
Shipping fees are refunded when the return is due to our mistake or a damaged product.
05 Exchanges
We don’t offer direct swaps yet. If you’d like a different shade, return the original unused item (if eligible) and place a new order once your refund comes through.
06 Cancellations
You can cancel within 24 hours, as long as your order hasn’t shipped. If it’s already on its way, you can start a return once it arrives.
07 Final sale
These can’t be returned or refunded, and we’ll always label them clearly before you buy:
- Opened or used products
- Gift cards
- Limited-edition or promotional items marked Final Sale
- Custom or personalized products
This doesn’t apply to anything that arrives damaged or defective — those are always covered, Final Sale or not.
08 Your rights
We follow the Massachusetts Consumer Protection Act (M.G.L. c. 93A). If a product is defective or not as described, you’re entitled to a repair, replacement, or refund. Nothing in this policy limits your rights under state or federal law.