Refund policy

Thank you for shopping with LeClair Skincare. We want you to be fully satisfied with your purchase. Please read our returns and refund policy carefully.

1. Eligibility for Returns / Refunds

  • Because skincare products are considered sealed, health & hygiene items, we can only accept returns if the product is unopened, unused, and in its original sealed condition.
  • If the product seal has been broken, the product has been used, or hygienic packaging is damaged, we regret that we cannot accept a return or issue a refund (unless there is a defect).
  • You must request a return within 14 calendar days of the delivery date (or collection date, if you collect locally).
  • You must provide proof of purchase (order number, receipt) when requesting a return.
  • The returned item must be sent back within 7 days of us approving your return request (unless otherwise agreed).
  • You are responsible for paying for the cost of return shipping (unless the return is due to our error or a defective product).
  • We strongly recommend using a tracked or insured postal service when shipping returns, as we cannot accept responsibility for items lost in transit back to us.

2. Defective or Damaged Products

  • If you receive a defective, incorrect, or damaged item, please notify us immediately (within 14 days) with your order number and clear photos of the damage/defect.
  • Once we confirm the issue, we will offer one of the following remedies:
    1. Replacement of the same product (if available), at no extra cost (including return shipping).
    2. Full refund (including original shipping cost) if replacement is unavailable or you prefer refund.

3. How to Make a Return Request

  1. Contact us via email at [your support email] (or via the contact page) within 14 days of receiving your order. Provide:
    • Your order number
    • Name & address
    • Product name(s) you wish to return
    • Reason for return
    • Photos (if the item is damaged or defective)
  2. We will review your request and reply within 2 business days with approval or a refusal. If approved, we will provide you with a Returns Authorization (RA) number and the return address.
  3. Pack the items securely (preferably in original packaging). Clearly write the RA number on the package.
  4. Send the return to us within 7 days of receiving approval. Keep your shipping receipt / tracking number.
  5. Once we receive and inspect the returned items, we will inform you by email of the status of your refund or replacement.

4. Refunds

  • If your return is approved, refunds will be processed within 7–10 business days after receiving and inspecting the item.
  • Refunds will be made to the original payment method used on purchase.
  • If the original payment method is unavailable, we will issue a store credit.
  • Please note that your bank or card issuer may take additional time to post the refund to your account.

5. Exchanges

  • We currently do not offer direct exchanges (i.e. swap one item for another).
  • If you’d like a different item, please return the original (if eligible) and place a new order.

6. Shipping Costs

  • Outbound shipping costs (from us to you) are non-refundable unless we shipped the wrong or defective item.
  • Return shipping costs are your responsibility, except in the case of defective or incorrectly shipped items.
  • Some items may qualify for free return shipping if otherwise stated; check the product page or reach out to us.
  • For international customers: you are responsible for any customs, duties, or taxes incurred on returns.

7. Late or Missing Refunds

  • If you haven’t received a refund within 10 business days after we processed it, first check your bank or credit card account.
  • Then contact your card issuer, as it may take additional processing time.
  • Finally, contact us at [your support email]. We’ll assist you in resolving the issue.

8. Non-returnable / Exempt Items

Some items cannot be returned:

  • Products that are opened, used, or otherwise not in their original sealed condition
  • Products that are damaged due to misuse
  • Gift cards
  • Items marked “Final Sale” or “Non-returnable” (if any)
  • Products that were not purchased through our official store

9. Cancellation Policy

  • You may request to cancel your order before it has shipped.
  • If the order has already shipped, you will need to follow our returns process above.
  • If we accept a cancellation before shipment, we will refund your full payment (excluding any transaction fees, if applicable).

10. Policy Updates

We reserve the right to update or modify this policy at any time, so please review it periodically. Changes will not apply retroactively to orders already placed, except where required by law.