Refund policy
Returns & Refunds
Version 1.0 | Last updated: November 6, 2026
Effective Date: November 12, 2026
Our Promise
We want you to feel confident choosing LAVANAĒ.
We understand that skincare is personal. What works beautifully for one person may not be right for another. That’s why we give you 30 days from the day your order is delivered to try our products and decide whether they’re right for your skin.
If you’re not satisfied with your purchase, we’re here to help.
1. Our 30-Day Return Policy
You may request a return within 30 calendar days of delivery.
We accept returns of eligible SPARK Cellular Brightening Serum and SEAL Barrier Reset Cream products, whether unopened or gently used, provided the following conditions are met:
- Your purchase was made directly through lavanae.com.
- You submit your return request within 30 days of delivery.
- At least 50% of the product remains in its original container.
- The product has not been tampered with, refilled, or intentionally damaged.
- You can provide your order number or another way for us to verify your purchase.
For unopened products, the same 30-day return window applies.
To keep our trial policy fair, opened-product returns for general dissatisfaction are limited to one unit of each product per customer within any 12-month period. Additional purchases of the same product during that period may still be returned if they are unopened and meet our return conditions.
This limit does not apply to verified damaged, defective, or incorrect products. Skin reactions are reviewed separately, as explained below.
2. How to Start a Return
Returning a product is simple. You can directly start the return process on our website or follow the steps below:
- Email customercare@lavanae.com within 30 days of delivery.
- Include your order number, the product you wish to return, and a brief reason for your return.
- Our team will review your request and send return instructions and a prepaid shipping label if your return is eligible.
- Pack the product securely, attach the label, and drop it off with the designated carrier.
Please send your package within 14 calendar days of receiving your return label.
You may use the original product carton if you still have it, but it is not required. A sturdy shipping box is sufficient.
Please do not send products back without contacting us first. We need to identify your return to process your refund.
3. Return Shipping and Fees
For standard returns, we provide a prepaid return shipping label. A flat $10 return shipping fee will be deducted from your refund. This fee applies once per return package, not separately to each product inside the package. We do not charge a restocking fee or any additional return handling fee.
If your return is due to a damaged, defective, or incorrect item, we will cover the return shipping cost if a return is necessary. You will not be charged the $10 fee.
4. Refunds
Once we receive and inspect your return, we will email you with an update.
For approved returns:
- Your refund will be issued to your original payment method.
- We will process your refund within five business days of receiving and inspecting the returned item.
- Your bank or payment provider may take up to 10 additional business days to show the refund in your account.
Refunds are based on the amount you actually paid for the returned product, including any discounts or promotions applied at checkout. Applicable sales taxes will be refunded as appropriate. For standard returns, the $10 return shipping fee will be deducted.
Original shipping charges are not refundable for standard returns. If we sent a damaged, defective, or incorrect item, we will also refund applicable original shipping charges associated with the affected purchase.
We cannot issue a refund until the return has been received and reviewed, unless our team has confirmed that sending the product back is unnecessary.
If you have not received your refund after the stated processing period, please email us and we will help you check its status.
5. The System and Product Sets
If you purchased The System, which includes SPARK and SEAL, both products must be returned together to qualify for a standard refund of the bundle. Both products must meet the return conditions in this policy.
Refunds for eligible sets are based on the bundle price paid, including any discounts, rather than the individual retail prices of the products.
If only one product in your set arrived damaged, is defective, or appears to be causing a skin reaction, please contact us. We will review the issue individually and help determine an appropriate solution.
6. Damaged, Defective, or Incorrect Products
Every LAVANAĒ order should arrive in excellent condition.
If your order arrives damaged, defective, or contains the wrong product, please email customercare@lavanae.com as soon as possible, ideally within 14 days of delivery.
Please include:
- Your order number.
- A brief description of the issue.
- A photograph of the product or packaging, if available.
Once we review and confirm the issue, we will offer an appropriate replacement or refund at no additional cost to you.
We will cover the applicable shipping costs, and no return label fee will be charged.
In many cases, we may not need you to send the affected product back. If a return is necessary, we will provide instructions.
The 14-day reporting period is a request to help us resolve shipping and delivery issues promptly. It does not remove your rights if you discover a product defect later.
7. Skin Sensitivity or Reactions
Your skin’s well-being matters to us.
If you experience unexpected irritation, discomfort, or a skin reaction while using SPARK or SEAL, please stop using the product and contact customercare@lavanae.com.
If your symptoms are severe, seek medical attention.
We may ask for information about your experience, your order, and the product’s batch number so that we can better understand and review what happened.
Reports of skin reactions are handled separately from standard dissatisfaction returns. Our team will review the circumstances and discuss the available options with you, including a refund or replacement where appropriate.
We do not automatically reject a skin reaction report because the product has been opened or more than half used, or because the standard return period has passed.
8. Gifts and Complimentary Products
Gift purchases
If you received LAVANAĒ as a gift, please email us with the original order number or other information that helps us locate the purchase.
Eligible gift returns follow the same return window and product condition requirements.
We can provide store credit for an eligible gift return, based on the amount paid for the product, less the applicable $10 return shipping fee.
If the original purchaser requests the return, the refund will be issued to the original payment method instead.
9. Items That Cannot Be Returned
We cannot accept standard returns of:
- Products for which more than 50% of the contents have been used.
- Products that have been refilled, tampered with, or intentionally damaged.
- Opened products that exceed the stated repeat-return limit.
- Incomplete sets, except where our team has approved another resolution.
- Items explicitly marked Final Sale before purchase.
- Items for which the applicable return request deadline has passed.
An item purchased with a regular promotional discount is not automatically considered Final Sale.
If you have an unusual situation, please email us. We understand that not every experience fits neatly into a policy, and we will do our best to review your circumstances fairly.
10. Subscriptions and Repeat Orders
Products purchased through a LAVANAĒ subscription are subject to the same return conditions.
Each delivered subscription order has its own 30-day return window, beginning on the date of delivery.
Our opened-product return limits also apply to repeat subscription purchases.
You can manage or cancel upcoming subscription orders according to our Subscription Policy. Canceling a subscription does not automatically cancel an order that has already been processed or shipped.
11. Keeping Returns Fair
We accept gently used skincare products because we want customers to have a genuine opportunity to experience our products.
For hygiene and safety reasons, opened products returned to us are not resold to other customers.
We review returns to help prevent misuse of the policy. This includes repeated opened-product returns, products that have been substantially used, altered products, and false or misleading return claims.
We may decline a return that does not meet the clearly stated conditions of this policy. If we cannot approve a request, we will explain why.
We may also limit opened-product return privileges for future purchases when there is a documented pattern of misuse, subject to applicable law.
Our goal is not to make returns difficult. It is to keep the experience fair for every customer.
12. Changes to This Policy
We may update this Returns & Refunds Policy as our business grows or our practices change.
When we make a change, we will update the version number and effective date displayed at the top of this page.
Any updated policy will apply to purchases placed on or after its new effective date.
Purchases made before that date will remain covered by the version of the policy in effect when the order was placed, subject to applicable law.
We will not apply new return restrictions retroactively to earlier purchases.
13. Need Help?
If you have any questions about your order, a return, or a refund, please reach out.
Email: customercare@lavanae.com
We aim to respond within 2-3 business days, Monday through Friday, excluding U.S. federal holidays.
We’re here to help make your experience with LAVANAĒ a positive one.
LAVANAĒ is operated by ALBEAUTY LLC. This policy applies to orders placed directly through lavanae.com for delivery within the United States. Nothing in this policy limits any rights you may have under applicable consumer protection laws.