Refund Policy

Last Updated: May 15, 2024

1. Introduction

At Shore Pinegrove, we are committed to ensuring your satisfaction with our products and services. This Refund Policy outlines our procedures and guidelines regarding refunds for purchases made through our website or directly from our team.

Please read this policy carefully to understand our refund procedures. By making a purchase from Shore Pinegrove, you agree to be bound by this Refund Policy.

2. Digital Products and Online Content

2.1 Digital Products

For digital products, including but not limited to downloadable guides, tutorials, and e-books, the following refund policy applies:

  • Due to the nature of digital products, all sales are generally final and non-refundable once the digital content has been delivered.
  • If you have not downloaded or accessed the digital content and request a refund within 14 days of purchase, we may, at our discretion, issue a full refund.
  • If you experience technical issues that prevent you from accessing the digital content you purchased, please contact our customer support team, and we will work to resolve the issue or provide a refund.

2.2 Online Courses and Workshops

For online courses, workshops, and similar educational content:

  • Refund requests must be submitted within 14 days of purchase or before completing 25% of the course content, whichever comes first.
  • To qualify for a refund, you must provide a valid reason for your dissatisfaction and demonstrate that you have engaged with the course materials.
  • Refunds will be processed within 14 business days of approval.
  • No refunds will be issued after 14 days of purchase or if you have completed more than 25% of the course content.

2.3 Subscription Services

For subscription-based services:

  • You may cancel your subscription at any time by logging into your account or contacting our customer support team.
  • Cancellation will take effect at the end of your current billing cycle.
  • We do not provide partial refunds for unused portions of a subscription period.
  • If you cancel within 7 days of the initial subscription purchase and have not accessed any subscription content, you may be eligible for a full refund.

3. Physical Products

For physical merchandise, including makeup products, tools, and other tangible items:

3.1 Return Eligibility

You may return products purchased directly from Shore Pinegrove within 30 days of delivery if:

  • The item is in its original, unused, and unopened condition.
  • The item includes all original packaging, tags, and accessories.
  • You have proof of purchase (order confirmation, receipt, etc.).

For hygiene and safety reasons, we cannot accept returns of the following items once opened or used:

  • Makeup products
  • Skincare products
  • Personal care items
  • Items marked as final sale

3.2 Return Process

To initiate a return:

  1. Contact our customer service team at [email protected] within 30 days of receiving your order.
  2. Include your order number, the items you wish to return, and the reason for the return.
  3. Our team will provide you with return instructions and, if applicable, a return authorization number.
  4. Package the item securely with all original packaging and include your return authorization number.
  5. Ship the return to the address provided by our customer service team.

Please note that return shipping costs are the customer's responsibility unless the return is due to our error (such as sending the wrong item or a defective product).

3.3 Refund Processing

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed to the original method of payment.
  • Refunds typically appear in your account within 5-10 business days, depending on your payment provider's policies.
  • We may offer store credit instead of a refund for returns without original receipts or returns outside the 30-day window but within 45 days.

4. Services and Events

4.1 Makeup Services

For professional makeup services:

  • Deposits for makeup services are non-refundable but may be transferable to another date with at least 72 hours' notice.
  • Cancellations made less than 72 hours before the scheduled service will not be refunded.
  • If you are dissatisfied with your makeup service, please inform your artist immediately so they can address your concerns.

4.2 In-Person Workshops and Events

For in-person workshops, classes, and events:

  • Cancellations made 14 or more days before the event are eligible for a full refund.
  • Cancellations made 7-13 days before the event are eligible for a 50% refund or full transfer to another event.
  • Cancellations made less than 7 days before the event are not eligible for a refund but may be transferred to another event at our discretion.
  • If we cancel an event, you will receive a full refund or the option to transfer to another event.

5. Exceptions and Special Circumstances

5.1 Defective Products

If you receive a defective or damaged product:

  • Contact us within 7 days of receiving the product with photos of the damage or defect.
  • We will arrange for a replacement or full refund, including return shipping costs.
  • In some cases, we may not require you to return the defective item.

5.2 Incorrectly Shipped Items

If you receive an item different from what you ordered:

  • Contact us within 7 days of receiving the product.
  • We will arrange for the correct item to be sent and provide a return label for the incorrect item.
  • All shipping costs in this situation will be covered by Shore Pinegrove.

5.3 Promotional Items and Gifts

  • Items received as free gifts or promotional offers are not eligible for refunds.
  • If you return an item that qualified you for a free gift, the value of the gift may be deducted from your refund.

6. How to Contact Us

If you have any questions or concerns about our Refund Policy, please contact our customer service team:

Shore Pinegrove
4 Morgan Meadow
Karenshire CT5 3HQ
United Kingdom

Email: [email protected]
Phone: +44 835 190 2168

Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM GMT.

7. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be posted on this page with an updated revision date. We encourage you to review this policy periodically to stay informed about our refund procedures.

8. Legal Rights

This Refund Policy does not affect your statutory rights as a consumer. Nothing in this policy limits your legal rights in relation to faulty or misdescribed products or services.

For customers in the European Union and the United Kingdom, this Refund Policy is compliant with the Consumer Rights Directive and the UK Consumer Rights Act 2015.