Returns & refunds

All sales are final. We keep our prices low by not accepting returns or exchanges, so we can't refund an order because you changed your mind, didn't like a shade, finish or scent, or the product didn't suit your skin. Please check the shade, details and ingredient list before you order, and patch test before first use.

If your order arrives damaged, defective or wrong, or doesn't arrive at all, we put it right as described below.

Damaged, defective or wrong item

Email Support@OneLifeVibe.com within 7 days of delivery with:

• your order number;
• clear photos of the item showing the problem;
• a photo of the packing slip or the shipping label, and of the outer parcel.

Keep the item and all its packaging until we've resolved your claim. Every claim is reviewed and must be approved by us: we check it against your order and the warehouse and carrier records, and we may ask for more photos or for the item to be sent back before we resolve it. If we ask for it back, we'll give you the address and cover the postage.

Once approved, we send a replacement of the same item. If we can't replace it, we refund the price of that item to your original payment method.

We can't accept claims for:

• items that have been used, altered, or damaged after delivery, through misuse or poor storage;
• reactions, sensitivity or a product that doesn't suit you;
• small colour differences caused by your screen;
• claims reported more than 7 days after delivery, or without the photos above.

Parcel lost or not received

• No tracking updates: if tracking hasn't moved for 15 business days, tell us. We'll chase the carrier, and resend your order or refund it once the carrier confirms the parcel is lost.
• Tracking says delivered but you don't have it: check with neighbours, your building and any safe place, then email us within 7 days of the delivery date. We open an investigation with the carrier and act on its findings.
• We can't replace or refund orders delivered to a parcel forwarding company, or to an address that was entered incorrectly at checkout.

Fair use

• We monitor claim activity and may limit or decline claims, or decline future orders, where we see misuse.
• We may ask for photo ID to confirm you are the account holder or the person who placed the order.
• Refunds only go back to the original payment method. Original delivery charges are refunded only when a whole order is refunded because of our error.
• If something is wrong, please contact us before disputing the payment with your bank, so we can resolve it directly.

EU, Norway & UK customers

You have a legal right to cancel your purchase within 14 days of delivery without giving a reason. Sealed health and hygiene products are excluded once they have been unsealed after delivery. To cancel, tell us within 14 days and send the items back within 14 days after that, at your own cost. We refund the item price and standard delivery within 14 days of receiving the items, or proof that you sent them.

Your legal rights

Nothing in this policy limits the rights you have under the consumer law where you live, including rights for goods that are faulty or not as described.

Timing

We reply to every claim within 2 business days. Approved refunds reach your original payment method within 5-10 business days.