Refund policy

Returns and Refunds Policy

Return Period

  • General Products: We offer a 30-day satisfaction guarantee, which means you have 30 days after receiving your item to request a return.
  • Defective Products: Within 30 days from the date of receipt.

Eligibility Conditions

  • General Refunds: Product must be purchased directly from Clean Gurl - by Heather Michelle Beauty. For our beauty products, they must have been used as directed to qualify for the satisfaction guarantee.
  • Defective Products: Items must appear to have been purchased from us or an authorized seller. At our discretion, you may receive a credit, replacement, or refund.
  • Purchases from Third-Party Sellers: Limited to purchases from authorized sellers. Products from unauthorized sellers (e.g., liquidation items, counterfeit, or illegally obtained) are not covered by our warranty or return policy.
  • Exclusions:
    • Products not purchased directly from Clean Gurl - by Heather Michelle Beauty or authorized retailers/distributors (no returns or refunds).
    • Accessories or non-beauty items (cannot be refunded; exchanges only if available).
    • Excessive consumption or use beyond directed amounts during the guarantee period (voids guarantee; unused portion not returned for health and safety reasons).
    • Previous refunds (future requests may not be honored if a prior return was made for the same product type).
    • Trial or sample sizes (no refunds for shipping costs related to returns; resale prohibited).

Non-Returnable Items

  • Accessories or non-beauty items (exchanges only if available).
  • Products from unauthorized sellers.
  • Excessively consumed, opened, or altered products (unused portion not returned).
  • Items not complying with return requirements (e.g., missing original packaging, tags, receipt, or explanatory note).
  • Perishable goods, custom products (such as special orders or personalized items), hazardous materials, flammable liquids, or gases.
  • Sale items or gift cards.

How to Initiate Returns

  • Contact customer service at support@cleangurl.com.
  • For general refunds: You must physically return the product in its original packaging, with tags, receipt or proof of purchase, and a note including your name, address, and reason for return.
  • Returns must be shipped to: 25 Jan Karski Way, Ste: D626, Boston, MA 02125
  • We recommend using a courier with insured tracking services (we are not responsible for unreceived items).
  • If your return is accepted, we'll provide instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Refund Process

  • General: Refund of the purchase price less shipping and handling fees. We must receive the return within 30 days; if not, no refund will be issued.
  • Defective: Credit, replacement, or refund at our discretion.
  • Trial or Sample Sizes: Refund less shipping and handling upon return within 30 days.
  • No refunds for shipping costs if the package is refused by customs, seized, or returned due to an incorrect address provided by you.
  • We reserve the right to reject returns that do not comply with these terms.
  • Once we’ve received and inspected your return, we’ll notify you if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please note it can take some 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 support@cleangurl.com.

Exchanges

  • Allowed for accessories or non-beauty items (no refunds).
  • For defective products, you may receive a replacement instead of a refund or credit.
  • The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Damages, Issues, and Exceptions

  • Damaged/Defective Products: Please inspect your order upon receipt and contact us immediately at support@cleangurl.com if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right. Return within 30 days for credit, replacement, or refund; include all original packaging, accessories, documentation, receipt, and a note with details.
  • Lost/Stolen Packages: We are not responsible if delivery is confirmed by the carrier. Insurance may be available for an additional fee; we can reship upon request, with you covering replacement shipping costs.
  • Incorrect Shipping: You are responsible for return shipping and redelivery costs if the package is returned due to address errors.
  • Refused Packages: No refund on shipping if refused by customs or you.
  • Unauthorized Purchases: No returns, refunds, or warranty for products from unauthorized sources.
  • Health/Safety: For hygiene reasons, unused portions of returned beauty products will not be returned to you.
  • Previous Returns: Future refund requests may not be honored.

Shipping and Handling for Returns

  • You are responsible for return shipping costs unless the return is due to our error (e.g., defective or wrong item).
  • Recommend insured, tracked shipping.
  • No liability for lost or damaged returns in transit.
  • For international returns: You handle customs, duties, and taxes; no shipping refunds for refused packages.

European Union 14-Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Specific Terms for Beauty Products

  • Applies to Clean Gurl beauty products.
  • Must be used as directed for refund eligibility under our satisfaction guarantee.
  • Guarantee covers quantity consumed as directed during the 30-day period; excessive use voids it.
  • Defective items must be handled according to our specifications to ensure safety and efficacy.
  • We do not provide medical diagnoses or treatments. Consult a professional for health-related concerns.

You can always contact us for any return questions at support@cleangurl.com.