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Please read carefully in order to enjoy your shopping experience with Sterling Minerals.
At Sterling Minerals you can feel confident when making a purchase from us. Meeting your needs is so important to our success and we appreciate all of your business. If we can assist you further before ordering, please don't hesitate to contact us through Customer Care during our regular business hours. We are open Mon - Thurs 9 - 4 pm MST and by email 7 days a week.
In order for Sterling Minerals to offer our remarkably formulated mineral powders at an affordable price, we encourage you to try our inexpensive samples to see what works best for you and your skin type. There is no limit on samples. Trial periods are always recommended, especially for those with sensitive skin issues.
Due to industry standards as they relate to FDA Regulations in cosmetic hygiene, we are unable to accept returns on any Cosmetics, Facial Care Products, Mineral Makeup Brushes or Facial Towels. This is to ensure you as the customer are receiving the highest standards in product safety. Testing with our mineral makeup samples is an excellent way to determine color, correct formula, and how they will perform for your skin type.
Sample mineral powders are a non-returnable / non-refundable item. Buying full size jars for product testing in lieu of sample size is not recommended since once opened, will not be accepted for return for any reason.
Skin Care and Lip Color Products are available in full size only and are not returnable or refundable. We do offer Grecian Secret Body Souffle samples, and ingredient decks are provided for review with each and every product to alleviate concerns for a particular ingredient. We carefully package and inspect each item before we ship them out to you. We will gladly provide an exchange in the event of an error on our part.
Some exceptions to our return policy do apply. Please review the details below.
Our Order Error: Although this rarely happens, mistakes in processing an order can occur. Notify us within 24 hours of RECEIPT date of your package as to any error (ie, missing or wrong item) and we will issue either a credit or an authorization number for your return. Once item is received, we will issue a corrected exchange. Original shipping fees are not refundable, however all other shipping fees incurred due to our error are at our expense. (Please enclose a copy of your shipping and item receipt with shipment) Items returned must fall under the terms of UNDAMAGED / UNOPENED ITEM RETURNS below.
Customer Order Error: In the event an item was ordered in error, then shipping, handling and / or any processing fees for the return / exchange item will become your responsibility. Please see PROCESSING POLICIES FOR ALL RETURNS below.
Incorrect items must be returned in original, resalable condition, so please check invoice against items in package before removing any tamper resistant seals or opening of exterior packaging, since once opened we cannot exchange for correct product. Name, color, formula and ingredients are clearly visible on all jars and through the window on the back of our boxes in the full size mineral cosmetics. Upon our inspection of item returned, if item or packaging is either defaced, damaged or hygienic seals have been tampered with by end user, it will not qualify for a credit or exchange.
Please save all packing materials and original envelope and notify us within 24 hours to ensure the processing of your claim. Contact us via e-mail following receipt of damaged items so we may assist you with the claim to our carrier / insurance. A photo of the damaged items and packing materials may be required prior to start of the claims process. If you fail to notify us or provide us with the necessary proof of damages within the specified time frame, there will be no guarantee your claim will be processed or that a replacement will be provided. Insurance claims can take 30-90 days to process.
At our discretion and in the interest of time, as a one time courtesy, we may waive our carriers involvement and either determine the photo proof suffices or have the item returned directly to us via USPS (initially customer's expense) for inspection. Upon inspection if we determine damage was caused by shipping, we will reship a replacement (our expense) and a credit for your return costs of the damaged item will be placed on your account toward your next purchase.
Any and all qualified returns / exchanges must get prior approval and receive a Return Merchandise Authorization Number within 30 days of original purchase and before returning shipment.
Based on consumer safety and in compliance with FDA regulations, opened items will not be accepted for return under any circumstances. Any items returned regardless of being unopened without prior authorization will be disposed of, and a Credit, Exchange, or Refund will not be applied to the account.
To avoid complications and to expedite the transaction, please contact us first to see if the issue you may be having with a product is not easily remedied with a consult, or to receive your RMA which you will place on exterior of the returned package. Once RMA is issued, package must be received by our facility within 10 business days otherwise the return authorization will be considered abandoned by customer, and will be voided.
Items returned to include reasons of: package refusal, buyer remorse, incorrect address, or non-deliverable, will not be entitled to receive a full refund. A 20% RESTOCK / PROCESSING FEE, and any and all Domestic or International Shipping and Handling charges assessed against Sterling Minerals by USPS will be assessed against the original purchase and remaining credits will be refunded to the form of payment used or your account, depending upon reason for the return.
In the event a return is authorized, please be aware that “FREE GIFT WITH PURCHASE PROMOTIONS” or "SPECIAL DISCOUNTS" specify that a minimum order amount is required to qualify. Due to the returned items, the original purchase total may now fall outside the parameters in which these offers were given. Any free shipping, reduced international shipping, discounted purchase or free gift included with original purchase will be assessed its FULL retail value against the returned items and will be deducted additionally with all other charges that were incurred.
All returned non-delivered packages are processed immediately once we receive them. We will notify you of the return. If at time of checkout you enter incorrect address information then you will be required to pay new shipping costs, including additional processing and handling charges to send your package back to you. In the event we cannot reach you, then we will place a credit on your account less our shipping expense and a restock / processing fee of 20% to be used toward a future purchase. In the event non-delivery occurs due to our error, your package will be reshipped at our expense with our apologies.
Upon approval of your return / exchange with a provided RMA Number, please return all items via USPS Priority, Insured with Tracking Information, otherwise in the event of loss or damage, no exchanges, credits or refund will be issued. Enclose your receipt, RMA # on outside of box, and reason for the return to expedite handling of your return. Upon receipt of the items, return processing times may take 5 to 7 business days. After inspection of all returned items and they are determined to be in original condition at time of sale, then an exchange, credit to personal account, or refund to the original credit card will be issued, depending on the reason for the return as outlined in the policies above. All damaged items are processed with your local post office.
NOTE: SHIPPING AND HANDLING FEES ARE NOT REFUNDABLE AND CANNOT BE CONSIDERED COMPENSATORY FOR EXCHANGES OR CREDITS.
DOMESTIC: Due to the delicate nature of organic, natural ingredients within our ONATI Skin Care, please be advised that orders may be postponed due to weather extremes, primarily when we are experiencing high temperatures. Any ONATI skin care item included in an order that is placed after mid week, that order will be held until the following Monday in order to avoid USPS Priority weekend processing delays. Our products have been successfully delivered domestically for many years without any weather related issues. However, in the event of a USPS delay of your order beyond our control, we are not responsible if the delay in delivery caused a viscosity issue with the skincare products during summer months and we will be under no obligation to replace the item.
INTERNATIONAL: In the event any skin care item is included in an International order, we typically will ship these Priority International or Global Express, depending on your region. We recommend that overseas orders be placed during times of mild or cold weather, and if summer is approaching, then purchasing enough to carry you thru the summer is our best advice. Delays in customs can and will happen and in the event skin care is improperly stored while in the care of customs or the postal service of that nation, it could potentially cause a viscosity issue with the products, such as separation thru melting while sitting in a customs warehouse. Customs care of your package is beyond our control and we will not be held responsible for any replacement, credit or refund. The customer accepts this possibility during periods of extreme heat and agrees to ordering skin care items at their own risk.
A charge back occurs when a customer contacts a credit card-issuing bank to initiate a refund for a purchase they made on their credit card, sometimes due to an unrecognized name on their statement. Or it can be due to a compromise of their credit card involved in another fraudulent purchase, in which case, the issuing bank may summarily file a charge back on the customer's behalf on other valid purchases within the same time frame. This is known as "Friendly Fraud" and we realize this may be through no fault of our customer. However, our customer will be responsible for correcting the mistake with their credit card issuing bank immediately upon notification of the “CHARGE BACK” occurrence and to protect our entire customer base, deliberate charge back abuses are not tolerated and the appropriate actions are taken.
We enjoy having wonderful customers so a charge back is extremely rare to practically nonexistent for us. Unfortunately, if one should occur, they are costly and add a considerable amount to our operating costs which will ultimately affect our ability to provide the best prices and service to our valuable customers.
In working with Merchant Services to guard against internet fraud, as per our agreement and in compliance with merchant services policies, we log all IP addresses and collect electronic signatures during checkout with acknowledgement of "Yes, I agree with the above terms and conditions" before you may proceed with payment. Emails and phone numbers may be verified before we finalize an order. If we deem the order fraudulent or suspicious, it will be canceled without further notice.
In the event payment for a shipped order was mistakenly reversed by you or the issuing bank acting on your behalf as explained above, you are responsible for correcting that error immediately to avoid any further action taken by us. Based on the determined reason of the charge back occurrence including deliberate action, additionally you may also incur costs which include but are not limited to, the cost of merchandise delivered, shipping fees, charge back fees ($35), attorney fees, collection fees, and labor billed hourly in the processing, investigation and defense of the claim.
Individuals who have knowingly and willingly committed charge back fraud, or violated or ignored store policies, whereby submitted an illegitimate claim, pursuant to the law, will be reported to the following federal, local and international agencies to aid them in the prevention of Internet credit card fraud:
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