Refund policy
Return & Refund Policy
At Plumly, your satisfaction matters to us. Because our products are personal hygiene and cosmetic items, we maintain a return policy that protects the health and safety of all our customers. Please read this policy carefully before requesting a return or refund.
Return Window
You may request a return within 7 days of your order being marked as delivered. Requests made after this 7-day window cannot be accepted.
Conditions for a Return
To be eligible for a return, your item must meet all of the following conditions:
- It is still sealed, unopened, and unused, in its original packaging.
- It is defective, damaged on arrival, or the incorrect item was sent.
- The request is made within 7 days of delivery, with your order number and supporting photos.
We do not accept returns for change of mind, accidental orders, or because an item did not meet personal expectations once received.
Hygiene Products: Opened Items Cannot Be Returned
For health and hygiene reasons, any product that has been opened, unsealed, or used in any way is non-returnable and non-refundable under any circumstances.
Our lip applicators and skincare serums come into direct contact with the skin and lips. Once a seal is broken, the product cannot be resold and poses a hygiene risk to others. This policy is enforced strictly and without exception, regardless of the reason for the request. This is standard practice for cosmetic and personal care products.
Refunds Are Not Issued Before Delivery
We are unable to issue any refund or replacement until your order has first been marked as delivered by the carrier. If your package is still in transit, we cannot process a refund regardless of how much time has passed, as delivery delays beyond our estimated windows can occur. Please refer to our Shipping Policy for estimated delivery times and lost-order procedures.
Damaged or Defective Items
If your order arrives damaged or defective, contact us at support@tryplumly.com within 48 hours of delivery with your order number and clear photos of the item and its packaging. We will review each case individually and, at our discretion, arrange a replacement or a refund. For defective or incorrect sealed items, you will not be asked to pay return shipping.
Incorrect Items
If you received an item different from what you ordered, contact us within 7 days of delivery with your order number and a photo of the item received. Once verified, we will send the correct item or issue a refund at no additional cost to you.
Non-Returnable Items
The following are not eligible for return or refund:
- Any opened, unsealed, or used product.
- Items returned more than 7 days after delivery.
- Items not in their original condition or packaging.
- Orders marked as delivered to an address entered incorrectly by the customer.
- Free gifts or promotional items.
How to Request a Return
To start a return, email us at support@tryplumly.com with:
- Your order number.
- The reason for the return.
- Clear photos of the product and packaging.
Do not send any item back before contacting us and receiving confirmation. Returns sent without prior approval cannot be processed or refunded. If your return is approved, we will provide instructions on how and where to send your item.
Return Shipping Costs
For approved returns due to a defective, damaged, or incorrect item, we will cover the cost or issue a refund without requiring a return. For all other approved returns, the customer is responsible for return shipping costs. Original shipping charges, if any, are non-refundable.
Refund Processing
Once your return is approved (or your eligible claim is confirmed), your refund will be processed to your original payment method within 5 to 15 business days. Please note that your bank or card provider may require additional time to post the refund to your account.
If you have not received an approved refund after 30 business days, please contact your bank first, then contact us at support@tryplumly.com.
Order Cancellations
Once an order has entered fulfillment, it cannot be cancelled. To request a cancellation, email support@tryplumly.com as soon as possible with your order number.
Contact
For any questions about returns or refunds, contact us at support@tryplumly.com. Please include your order number in all correspondence so we can assist you as quickly as possible.