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Return Policy

MINERAL MAKEUP, ACCESSORIES and BRUSHES

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.

Sterling Minerals offers our remarkably formulated mineral makeup at an affordable price by encouraging you to try our inexpensive samples to see what works best for you and your skin type. There is no limit on samples during your trial period of discovering what shade is best. Trial periods are always recommended, especially for those with sensitive skin issues.  Sample limit restrictions do apply when purchasing multiples of same color or repeat orders of sample shades in lieu of full size products beyond trial period.

RETURNS:

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 is not recommended since once opened, will not be accepted for return for any reason.

Skin Care, Lip Color, Natural Mascara and Eye Shadow 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.

Sales are FINAL on Promos, Specials and Sale Items.  Some exceptions to our return policy do apply. Please review the details below.

INCORRECT OR MISSING ITEM:

Our Order Error: In the off chance a mistake in processing your order occurred, please notify us within 24 hours of RECEIPT date of your package as to that error and we will issue a credit for any missing FULL size item for reorder or will reship. (Sample order errors are credited only on account). For wrong item we will issue a Printable RETURN LABEL via email. 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 your return 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.

UNDAMAGED / UNOPENED ITEM RETURN:

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 in window on the back of our boxes in all full size mineral cosmetics. If item or packaging is defaced, damaged or hygienic seals have been tampered with by end user, it will not qualify for a credit or exchange.

DAMAGED ITEMS RETURNED IF INSURED:

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 will 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 up to 30 days to process once submitted.

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.

RMA POLICY FOR MERCHANDISE RETURNS:

Any and all qualified returns / exchanges must have 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 without prior authorization is not a guarantee of receiving a Credit, Exchange, or Refund and orders without an RMA will be disposed of without further notice.  

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.

SPECIAL TERMS AND CONDITIONS FOR RETURN:

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 either be refunded to the form of payment used OR placed on your account toward a future purchase, depending upon reason for the return. All credits placed on account must be used within 1 year of original purchase date.

FREE SHIPPING, REDUCED INTERNATIONAL SHIPPING, DISCOUNTS OR FREE GIFTS WITH PURCHASE:

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.

RETURN DUE TO INCORRECT ADDRESS:

All returned non-delivered packages due to input of incorrect shipping address at checkout are processed immediately once we receive them. We will notify you of the return via email. A credit will be placed on your account less our shipping expense and a restock / processing fee of 20% to be used toward a future / replacement purchase. In the event non-delivery occurs due to our error, your package will be reshipped at our expense with our apologies.

PROCESSING POLICIES FOR ALL RETURNS:

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.

NOTE: SHIPPING AND HANDLING FEES ARE NOT REFUNDABLE AND CANNOT BE CONSIDERED COMPENSATORY FOR EXCHANGES OR CREDITS.

ONATI SKIN CARE PRODUCTS:

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 recommend shipping these Priority International or Global Express, depending on your region. We also 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.


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