Refund policy

Applies to: purchases made directly through yastrelle.com

Our goal is to make genuine order problems easy to resolve while keeping the policy clear and sustainable. Because shade and finish can vary from screen to skin, eligible shade-matched products receive a limited Shade Match Assurance. Shade mismatches are corrected through product exchange, not cash refund, except for the single narrow exception described below. Damaged, defective, or incorrect items are handled separately.

1. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, contact us within 7 days of delivery. Include your order number, a brief description of the issue, and a clear photo when reasonably possible.

For an approved claim, Yastrelle will provide an appropriate replacement or other remedy at no cost to you. We generally will not require return of a damaged, defective, or incorrect item unless we specifically request it and provide return instructions.

2. Shade Match Assurance

This section applies only to foundation, concealer, and other products that Yastrelle specifically identifies as shade-matched products on the product page.

Eligible orders receive one complimentary shade exchange request per eligible shade-matched item, per order, within 30 days of delivery. If an order contains more than one eligible shade-matched item, each item carries its own separate exchange allowance. The purpose of this program is to correct a genuine shade mismatch—not to create an at-home sampling program. Shade Match Assurance provides a replacement, not a cash refund, except where Section 3 applies.

To request a shade exchange:

Email support@yastrelle.com with your order number and the product/shade purchased.
Include a clear photo showing the shade concern against or near the intended area of use when reasonably possible. This helps us evaluate the mismatch and recommend a replacement.
Briefly describe the issue, such as too light, too deep, too warm, too cool, or another shade-match concern.

Items with a landed cost under approximately $15 do not need to be returned before a replacement ships—you may keep or discard the original item. Items above that threshold may require the original to be sent back before a replacement is issued; we will provide instructions if so.

3. No Suitable Replacement Shade (Sole Refund Exception)

If Yastrelle has no suitable replacement shade to offer for an eligible Shade Match Assurance request, a refund will be issued for that item instead. This is the only circumstance under this policy in which a cash refund applies.

4. Hygiene-Sensitive Products

For hygiene and product-safety reasons, opened or used lip products, eye products, masks, palettes, applicators, and other hygiene-sensitive cosmetics are not returnable or exchangeable unless they qualify under Section 1 or Section 3 above.

5. Bundles and Sets

When an eligible shade-matched product is purchased as part of a Yastrelle bundle or set, an approved shade exchange applies only to the shade-matched item, not automatically to the entire bundle.

If the no-suitable-shade exception in Section 3 applies to a bundled item, any refund will be limited to the value Yastrelle assigns to that eligible item within the bundle. Promotional discounts may be allocated across bundle items when calculating that value.

6. Shipping Charges

Original shipping charges are not refundable except when required by law or when Yastrelle determines that the order was damaged, defective, or incorrectly fulfilled in a manner that warrants reimbursement. Approved prepaid return shipping under this policy is provided only when Yastrelle issues a return label.

7. Misuse, Repeated Claims, and Fraud Prevention

Yastrelle reserves the right to review and decline requests that fall outside this policy or reasonably indicate misuse, repeated abuse, manipulation of the exchange process, fraudulent activity, or an attempt to use the Shade Match Assurance as a sampling program. This provision does not limit rights that cannot legally be waived.