Refund & Return Policy
How a return or refund is handled depends on the reason for the request. Change-of-mind returns require the item to be shipped back, while wrong, damaged, or defective items are handled based on supporting evidence. Skin irritation, allergic reactions, and other safety concerns are reviewed directly by the EQQUALBERRY team.
Order Cancellations
If your order has not yet shipped, you may request a cancellation by contacting our Customer Service team at support@eqqualberryserum.store.
Once an order has shipped, it can no longer be cancelled and must instead follow our standard return process.
Change-of-Mind Returns
Customers may request a return within 30 days of receiving their order.
To be eligible for a return, the item must:
- Be unworn and unused
- Have all original tags attached
- Be in its original packaging
- Include a receipt or other valid proof of purchase
To start a return, please contact our Customer Service team at support@eqqualberryserum.store.
For change-of-mind returns, the customer is responsible for the return shipping cost. Return shipments must be sent via FedEx, and the return shipping cost will be deducted from the approved refund amount.
Approved returns should be shipped to:
(CJUS)
18750 Orange St
Bloomington, CA 92316
United States
Once we receive and inspect the returned item, we will notify you whether your refund has been approved.
Wrong, Damaged, or Defective Items
If you receive the wrong item or your product arrives damaged or defective, please contact us and provide clear photos or videos showing:
- The full product
- The affected or damaged area
- The outer packaging
- The shipping label
If the evidence provided is sufficient, we may issue a refund or reshipment. A physical return is generally not required for these cases.
If the evidence is unclear or insufficient, the case may be reviewed by the EQQUALBERRY team before a final decision is made.
Skin Irritation, Allergic Reactions & Safety Concerns
If you experience skin irritation, an allergic reaction, or any other safety concern after using an EQQUALBERRY product, stop using the product immediately.
Please contact our Customer Service team and provide:
- The product name
- A photo of the product's lot number
- A detailed description of the issue
These cases will be escalated to the EQQUALBERRY team for review.
Refund Timeline
Once a refund has been approved, it will be automatically issued to the original payment method within 10 business days.
Please note that your bank or payment provider may require additional time to process and post the refund to your account.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@eqqualberryserum.store.
Reshipment
For eligible wrong, damaged, or defective items, a replacement may be provided after the submitted evidence has been reviewed and confirmed.
For packages confirmed to be lost in transit, customers may choose between a reshipment or a refund.
Exchanges
For exchange inquiries, please contact our Customer Service team at support@eqqualberryserum.store.
Contact Us
For questions regarding returns, refunds, reshipments, or exchanges, please contact: