Return & Refund Policy

1. Damaged or Defective Items Only

Returns, refunds, or replacements are exclusively provided in the event that your product is received in a damaged, leaking, broken, or defective condition. Since our products are personal skincare items, we do not accept returns or refunds for opened, used, or "change of mind" requests.

2. Return Request Window

Any damage or defect must be reported to our customer support team within **48 hours** of order delivery (as documented by our delivery partners). Requests submitted after the 48-hour window will not be eligible for replacement or refund.

3. Mandatory Unboxing Video Proof

To request a return or replacement, you must provide a valid **unboxing video recording**:

• The video must be continuous and unedited (no cuts, splices, or pauses).
• It must clearly display the outer shipping label with your order details.
• It must show the entire process of opening the box/seal and revealing the damaged product.

Requests submitted without a clear, continuous unboxing video will be strictly rejected.

4. How to Submit a Claim

If you received a damaged product, please follow these steps:

1. Take clear photos of the damaged product and the outer shipping label.
2. Draft an email to **info@thejourneyskincare.com** or use our **Contact Us** form.
3. Provide your Order ID (e.g. #JR1001), describe the damage, and attach the unboxing video and pictures.

5. Review & Processing

Once we receive your video and photos, our team will review the claim within 24 to 48 hours. If approved, we will ship a fresh replacement package immediately at no extra cost, or issue a full refund to your original payment method (which will reflect in your account within 5 to 7 business days).