Refund policy

Effective date: September 26, 2025

1) Final sale (lip balms)

For health and safety reasons, all lip balm products are final sale. Please choose carefully.

Normal variations (not defects): Our balms are made with natural ingredients and may soften or harden with temperature changes or develop graininess over time. This is normal and not eligible for return or refund. If a balm melts or softens, place it in the fridge for about 15 minutes. If it hardens, let it sit at room temperature (18–22 °C) for about an hour.

2) Returns & exchanges (non-lip-balm items)

Eligible non-lip-balm items may be returned within 14 days of delivery, in new, unused, unworn condition and in the original packaging.

  • Email info@eclairlips.com for a Return Authorization (RMA) and instructions before sending anything back.
  • Return shipping: customer-paid.
  • Refund method: original payment method.
  • Processing time: after items are received and inspected; banks may take 5–10 business days to post the credit.
  • Original shipping fees: not refundable.

We reserve the right to refuse items returned without an RMA or items not in resalable condition.

3) Damaged or missing items on arrival

If your order arrives damaged or an item is missing, contact us within 30 days of delivery at info@eclairlips.com with:

  • Your order number, and
  • Photos of the outer box and damaged item(s) or a short video showing the issue.

Once approved, we will replace the item or refund you. We may request additional photos or video if needed.

4) Wrong address / refused / unclaimed parcels

If an order is returned to us due to an incorrect or insufficient address, refusal, or failure to pick up, we can:

  • Reship (new shipping charge applies), or
  • Refund the product price minus original shipping once the parcel arrives back in good condition.

5) Exchanges

For eligible non-lip-balm items, request an exchange via info@eclairlips.com. If the item is unavailable, we’ll process a refund per Section 2.

6) Non-returnable items

  • Lip balms and other personal-use cosmetics once opened
  • Gift cards
  • Final-sale/clearance items (marked at checkout)

7) Contact

Questions or to start a return:

This policy does not limit any rights you may have under applicable consumer protection laws.