Refund policy

1. Unopened Returns (30-Day Window)

We accept returns of unopened, unused items within 30 days of delivery. Due to the hygienic nature of eye-area cosmetics, items with broken safety seals cannot be returned for a standard refund.

2. 90-Day Lash Growth Guarantee

We stand by our formula. If you use our serum daily and do not see results, you are covered by our storefront guarantee under the following conditions:
  • Contact our support team within 90 days of your delivery date.
  • Provide clear, time-stamped "before and after" photos tracking your daily progress (ideally showing Day 1 and Day 75+).
  • This guarantee is strictly limited to one opened bottle per customer.
3. Sensitivities & Irritation

If you experience an allergic reaction, discontinue use immediately. Contact us at morenedeo@gmail.com within 14 days of delivery with details and photographic evidence of your reaction to receive store credit or a product exchange.

4. Damaged or Incorrect Orders

If your product arrives damaged, broken, or incorrect, email us within 48 hours of delivery with photos of the damaged item and packaging. We will send an immediate replacement at no extra cost to you.

5. Return Shipping & Processing

Customers are responsible for return shipping costs unless the item arrived damaged. We will notify you once we’ve received and inspected your unopened return to let you know if the refund was approved.

6. Timeline for Refunds

If approved, you’ll be automatically refunded on your original payment method within 5 to 10 business days. Please remember it can take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at contact@demoshoop.com.