Refund Policy

 

At vaselinemall, we strive to deliver high-quality Healing Jelly, Lotions & Moisturizers and a satisfying shopping experience for every customer. This Refund Policy outlines clear and fair guidelines for refund and return requests, helping customers understand our service rules for order refunds, product returns and compensation processing. This policy applies to all purchases made on our official website.

1. Eligible Refund Conditions

We accept reasonable refund requests for the following situations to protect customers’ legitimate shopping rights:
Product Quality Issues: Customers can apply for a full or partial refund if the received skincare products have quality problems, including damaged packaging, liquid leakage, product deterioration, expired goods, or defective items that affect normal use.
Incorrect Order Delivery: If you receive incorrect products, wrong specifications, or mismatched items that do not match your order information, you are eligible for a refund or replacement service.
Logistics Abnormality: For long-term undelivered packages, lost shipments, or severely damaged goods caused by transportation, we will verify the situation and provide corresponding refund solutions.
Pre-delivery Cancellation: Customers can cancel unpaid or undelivered orders and apply for a full refund before the goods are shipped from our warehouse.

2. Non-refundable Situations

To ensure fair trading rules, we do not support refund requests under the following conditions:
Unreasonable personal dislike, subjective taste differences, or changed shopping intentions after the product is delivered without any quality issues;
Products that have been opened, used, damaged artificially, or lost original packaging, which cannot be resold normally;
Refund requests proposed beyond the valid application period without valid reasons;
Abnormal refund applications, malicious repeated refund requests, or violations of website shopping rules.

3. Refund Application Process

Customers who meet the refund conditions can submit your request through our official customer service channel. Please contact us via email support@vaselinemall.com and provide your order number, product problem description, and corresponding picture evidence if needed.
Our customer service team will review your refund application within the shortest time. After the verification is passed, we will confirm the refund amount and process the refund procedure officially. We will keep in touch with you throughout the process to ensure smooth progress of your application.

4. Refund Processing Time

Once your refund request is approved, we will initiate the refund immediately. The arrival time of the refund depends on your payment method and bank processing rules. Normally, the funds will be returned to your original payment account within 3 to 10 working days. If you encounter delayed refund arrival, you can contact our team for inquiry and follow-up.

5. Return Shipping Rules

If the refund and return is caused by our product quality problems, wrong delivery or our service mistakes, we will bear the corresponding return shipping fees. If the return is due to personal reasons that do not conform to quality issues, the customer shall be responsible for the return shipping cost.

6. Policy Updates & Explanation

We reserve the right to update and optimize this Refund Policy irregularly to adapt to service upgrades and market standard changes. The latest policy content will be displayed on our official website. Continued use of our website and shopping services represents your acceptance of the latest refund rules.

7. Contact Us

If you have any questions or confusion about refund application conditions, processing procedures and related rules, please feel free to contact our professional customer service team via support@vaselinemall.com. We will provide you with detailed answers and thoughtful after-sales service.