Refund and Return Policy

Our Commitment to Your Complete Satisfaction

At RAEVA LLC, we stand behind every product we sell with absolute confidence. We understand that sometimes a product does not meet your expectations – perhaps the shade is not right for your skin tone, your skin reacts differently than anticipated, you simply changed your mind, or you received a damaged item. Whatever the reason, we have designed our refund and return policy to be fair, transparent, easy to understand, and completely hassle‑free.

Our promise to you: If you are not satisfied with your purchase from raeva.online for any reason, you have clear options. We will work with you to make it right – no hidden clauses, no restocking fees (except where clearly stated), and no runarounds.

This document explains every scenario, every timeline, every cost, and every step you need to take. Please read it carefully. By making a purchase from RAEVA LLC, you agree to the terms below. If anything is unclear, contact us at mypth.work@gmail.com or +84962402004 before placing your order.

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Quick Reference Table – Find Your Situation in Seconds

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Part I: Standard Return Policy – Change of Mind

Section 1.1 Unopened Products – Full Refund

If you decide that you do not want a product after receiving it, and you have not opened, used, or damaged the product, you may return it for a full refund of the purchase price.

Time limit: 30 calendar days from the delivery date shown on your tracking information.

Requirements for eligibility:

• The product must be in its original, unopened, factory‑sealed packaging. Any broken seal, torn shrink wrap, or opened safety sticker voids eligibility for a full refund.

• The product must show no signs of use, tampering, or damage.

• All original accessories, inserts, and free gifts (if any) must be included.

• You must provide your order number (format: RAEVA-XXXXX) or proof of purchase.

• You must initiate the return by emailing mypth.work@gmail.com within the 30‑day window.

What you will receive:

• 100% refund of the product price (excluding original shipping charges)

• Refund issued to your original payment method (credit card, debit card, Apple Pay, or Google Pay)

• Original shipping costs are not refundable for change‑of‑mind returns

What you will not receive:

• Refund of original shipping fees

• Reimbursement for return shipping (you pay to send it back)

• Any compensation for your time or inconvenience

How to return an unopened product:

1. Email mypth.work@gmail.com with subject line: RETURN – UNOPENED – Order #RAEVA-XXXXX

2. Include your order number, full name, and the product(s) you wish to return.

3. Wait for a return authorization email (sent within 24 hours). This email will contain the return address.

4. Pack the product securely in a box (use the original shipping box if possible).

5. Ship the package using a trackable method (USPS, UPS, or FedEx). You pay for shipping.

6. Email the tracking number to mypth.work@gmail.com.

7. Once we receive and inspect the package (typically 3–5 business days), we will issue your refund.

Important: If you return an unopened product without first obtaining a return authorization, your refund may be delayed or denied. Always email us first.

Section 1.2 Opened Products – Did Not Like It – Store Credit

We understand that some products need to be tried before you know if they work for your unique skin, hair, or preferences. You may return an opened product that you simply did not like, even if it is partially used.

Time limit: 30 calendar days from delivery.

Requirements for eligibility:

• At least 75% of the product volume must remain (we will weigh or visually inspect).

• The product must be returned in its original packaging (even if opened).

• The product must not be from the “Final Sale” list (see Part VI).

• You must provide your order number and a brief explanation of why you did not like the product (this helps us improve).

What you will receive:

• Store credit equal to 80% of the purchase price of the returned product.

• Store credit is issued as a unique promo code sent to your email.

• Original shipping charges are not refunded, and you pay return shipping.

Why 80% and not 100%? Opened products cannot be resold to another customer for health and safety reasons. They must be disposed of properly (or, in some cases, donated to beauty recycling programs). The 20% deduction covers our cost of handling, inspection, and environmentally responsible disposal. This is standard practice across the beauty industry.

Store credit details:

• The promo code is valid for 12 months from the date of issue.

• It can be applied to any product on raeva.online, including sale items.

• It can be combined with other discount codes (unless stated otherwise in promotion terms).

• There is no minimum purchase requirement.

• Store credit cannot be converted back to cash or transferred to another person.

• If you use only part of the store credit, the remaining balance stays on the same code for future purchases until expiration.

How to return an opened product for store credit:

1. Email mypth.work@gmail.com with subject line: RETURN – OPENED – Order #RAEVA-XXXXX

2. Include your order number, the product name, and the reason you did not like it.

3. Receive return authorization and return address within 24 hours.

4. Ship the opened product back using a trackable method (you pay shipping).

5. Once received and inspected (3–5 business days), we email your store credit code.

6. Use the code at checkout on your next purchase.

Section 1.3 Opened Products – Did Not Like It – Requesting a Cash Refund

We do not offer cash refunds for opened products that are simply “not liked.” The only exceptions are:

• Damaged or defective products (see Part II)

• Wrong items sent by RAEVA (see Part III)

• Allergic reactions (see Part IV)

If you are unhappy with this policy, we encourage you to try our sample program (when available) or purchase a smaller size first. Many of our products are available in travel sizes or sample sachets.

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Part II: Damaged, Defective, or Incorrect Items – RAEVA Pays

Section 2.1 Damaged in Transit

If your package arrives with visible damage to the outer box, or if the product inside is broken, leaking, crushed, or otherwise compromised, RAEVA LLC takes full responsibility.

Time limit: You must notify us within 14 calendar days of the delivery date. Notifications received after 14 days may be denied unless the damage was clearly not visible until later (e.g., a slow leak inside sealed packaging).

What qualifies as damage:

• Broken glass or plastic containers

• Leaking liquids (more than a few drops)

• Crushed or torn packaging that exposes the product

• Pump or sprayer that does not work due to shipping impact

• Product that has clearly melted or frozen due to temperature extremes during transit

What does NOT qualify as damage:

• Cosmetic damage to the outer shipping box that does not affect the product (boxes are meant to protect the product, not remain pristine)

• Slightly wrinkled or dented boxes that still function normally

• Missing free samples or promotional items (these are “while supplies last”)

What you will receive:

• 100% refund of the product price

• 100% refund of original shipping charges (both standard and expedited)

• Pre‑paid return shipping label for US customers

• For international customers: Reimbursement of reasonable return shipping costs (up to $25 USD) via store credit

How to report damage:

1. Do not throw anything away. Keep the damaged product, all packaging, and the outer shipping box.

2. Take clear, well‑lit photographs showing:

   • The damage to the product (close‑up)

   • The product inside its original packaging

   • The outer shipping box (especially any crush marks, holes, or water damage)

3. Email mypth.work@gmail.com within 14 days of delivery with subject line: DAMAGED – Order #RAEVA-XXXXX

4. Attach the photos and include your order number and a brief description.

5. We will respond within 24 hours with a pre‑paid return label (US) or return instructions (international).

6. Ship the damaged item back using the provided label or your local postal service.

7. Once the return is scanned by the carrier, we issue your refund immediately (we do not wait for physical receipt in cases of obvious damage).

Section 2.2 Manufacturing Defects

Sometimes a product is not damaged in shipping but has a manufacturing defect – the formula separated, the pump never worked, the color is obviously different from the product page, or the device fails to turn on despite fresh batteries.

Time limit: 30 days from delivery (or 90 days for beauty tools – see Section 2.4).

What qualifies as a defect:

• Formula that is grainy, separated despite shaking, or has an off odor (not the normal scent)

• Pump or dropper that does not dispense any product

• Cap that does not seal properly, causing leakage during normal handling

• Color that is clearly wrong (e.g., you ordered “Fair Beige” but received a dark brown)

• Device that does not power on or function as described in the manual

What does NOT qualify as a defect:

• Normal variations in color between batches (natural ingredients and pigments can vary slightly)

• Product that does not work for your specific skin type or concern (that is a “did not like it” return, not a defect)

• User error (e.g., not removing the protective seal from a pump, not charging a device properly)

What you will receive:

• Choice of a full refund (product price + original shipping) or a free replacement

• Pre‑paid return label for US customers

• Reimbursement of return shipping for international customers (up to $25 USD)

How to report a defect:
Follow the same process as Section 2.1 (damage). Attach photos or a short video showing the defect (e.g., a video of the pump not working).

Section 2.3 Wrong Item Sent by RAEVA

If you receive a product that you did not order (e.g., you ordered a vitamin C serum but received a moisturizer), or if you receive the correct product but in the wrong shade or size, this is our error.

Time limit: 14 days from delivery.

What you will receive:

• Full refund of the incorrect item (plus original shipping for the entire order if the error affected the whole order)

• Pre‑paid return label to send back the wrong item (we want it back to investigate how the error occurred)

• You may keep any free samples or promotional items sent in error.

How to report a wrong item:

1. Email mypth.work@gmail.com with subject line: WRONG ITEM – Order #RAEVA-XXXXX

2. Include your order number and a photo of the incorrect item next to your packing slip (if included).

3. We will send a pre‑paid label and process your refund or send the correct item.

Section 2.4 Beauty Tools and Electronic Devices – 90‑Day Warranty

Facial cleansing brushes, LED masks, microcurrent devices, ultrasonic scrubbers, and other electronic beauty tools carry a 90‑day limited warranty against manufacturing defects. This warranty is separate from the standard 30‑day return window.

Covered under warranty:

• Motor failures (brush stops spinning, device vibrates weakly or not at all)

• Charging port defects (device does not charge or loses charge abnormally fast)

• Battery that fails to hold a charge under normal use (less than 50% of expected runtime)

• Button malfunctions (buttons do not respond, stick, or activate randomly)

• Software issues (for smart devices with Bluetooth or app connectivity)

• LED failures (for LED masks – individual lights that do not illuminate)

Not covered under warranty:

• Normal wear and tear (e.g., brush head that needs replacement after 3 months of daily use)

• Damage from dropping, impact, or water exposure (unless the device is explicitly waterproof)

• Damage from using incorrect chargers or voltage converters

• Loss or theft of the device or its accessories

• Cosmetic scratches or scuffs that do not affect function

Warranty process:

1. Email mypth.work@gmail.com within 90 days of delivery with subject line: WARRANTY – Order #RAEVA-XXXXX

2. Describe the malfunction and attach a short video showing the issue.

3. We may ask you to perform basic troubleshooting (e.g., reset the device, change batteries, clean charging contacts).

4. If the issue persists, we will send a pre‑paid return label (US) or reimburse return shipping (international).

5. Upon receipt of the defective device, we ship a replacement within 2 business days.

6. If the same model is no longer available, we will offer a comparable replacement or a full refund.

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Part III: How to Initiate a Return – Step by Step Instructions

We have made the return process as simple as possible. You can initiate a return via email or phone.

Option A: Email (Recommended for Most Returns)

Step 1: Compose an email to mypth.work@gmail.com

Step 2: Use the correct subject line format based on your situation:

Step 3: In the email body, include:

• Your full name

• Order number

• Product(s) you wish to return

• Reason for return (detailed)

• Your preferred resolution (refund, replacement, or store credit)

• Attachments: photos or videos (if applicable)

Step 4: Send the email. You will receive an auto‑confirmation within 1 hour.

Step 5: Within 24 hours, a customer service representative will reply with:

• A return authorization number (RMA#)

• Return shipping address (do not use the corporate address without authorization)

• For US customers: a pre‑paid return label (if you qualify – see Quick Reference table)

• For international customers: instructions for shipping and reimbursement

Step 6: Pack the item securely. If using a pre‑paid label, affix it to the package. If not, ship using a trackable method.

Step 7: Email the tracking number to mypth.work@gmail.com (even if using a pre‑paid label – this helps us monitor).

Step 8: Wait for inspection (3–5 business days after we receive the package). We will email you when the refund or store credit is processed.

Option B: Phone (For Simple Returns or Urgent Issues)

Call +84962402004 during business hours (Monday–Friday, 9 AM – 6 PM Central Time). Have your order number ready. The representative will:

• Verify your identity

• Document the return

• Email you the return authorization and label (if applicable)

• Answer any questions about the process

Phone returns are best for:

• Customers who do not have reliable email access

• Urgent issues (e.g., severe allergic reaction)

• Simple unopened returns

What Happens After You Ship Your Return?

Total estimated time from shipping to funds in your account: 10–25 business days for US returns; 20–40 business days for international returns.

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Part IV: Allergic Reactions and Medical Concerns

Your health and safety are our highest priorities. If you experience an allergic reaction to a RAEVA product – including redness, itching, swelling, burning, or rash – please stop using the product immediately and follow these steps.

Step 1: Seek Medical Attention if Necessary

If you are experiencing difficulty breathing, swelling of the face or throat, or severe widespread hives, call 911 (US) or your local emergency number immediately. Do not wait to contact us.

Step 2: Contact RAEVA Within 30 Days

Email mypth.work@gmail.com with subject line: ALLERGY – Order #RAEVA-XXXXX

Include:

• Your order number

• The product name and batch number (printed on the product label or box)

• A description of your reaction (when it started, what symptoms, how long it lasted)

• Photos of the reaction (if you are comfortable sharing – this helps us investigate)

• Whether you have seen a doctor (and if so, the doctor’s diagnosis)

Step 3: We Will Investigate

Our quality assurance team will review the batch records for the product you used. If we find a manufacturing issue (e.g., incorrect ingredient, contamination), we will:

• Issue a full refund (product + shipping)

• Reimburse reasonable medical expenses (up to $100 USD with a doctor’s note)

• Launch a product recall if necessary

If we find no manufacturing issue and the reaction is likely due to a known ingredient sensitivity (e.g., you are allergic to niacinamide, which is disclosed on the product page), we will:

• Issue a full refund as a courtesy (product + shipping)

• Advise you to avoid that ingredient in the future

• Not reimburse medical expenses (since the allergen was properly disclosed)

Return Shipping for Allergic Reactions

We will provide a pre‑paid return label for US customers. You do not need to return the product if it is potentially contaminated – we may ask you to dispose of it safely and provide a photo as proof.

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Part V: Return Shipping Costs – Who Pays What?

This section clarifies one of the most common sources of confusion. Read carefully.

US Customers (Lower 48 States)

If you use our pre‑paid label: The cost of the label will not appear on your credit card. RAEVA pays the carrier directly. However, if you use the pre‑paid label for a return that does not qualify (e.g., you mark “damaged” but we receive an unopened product with no damage), we reserve the right to deduct the label cost from your refund.

US Customers – Alaska, Hawaii, Puerto Rico

Pre‑paid labels are not available due to higher shipping costs. You must:

1. Ship the return using USPS Priority Mail or Flat Rate Box (most affordable).

2. Email the tracking number and a photo of your shipping receipt to mypth.work@gmail.com.

3. For qualifying returns (damage, wrong item, defect, allergy), we will reimburse you up to $15 via store credit added to your account.

International Customers (All Countries Outside the US)

Pre‑paid labels are not available for international returns. You must:

1. Contact us for return authorization before shipping.

2. Ship using your local postal service’s international tracked service (e.g., Royal Mail International Tracked, Canada Post Tracked Packet, Australia Post International).

3. On the customs form, mark the package as “Returned goods – No commercial value” to avoid being charged import duties on the return.

4. Email the tracking number and a photo of your shipping receipt to mypth.work@gmail.com.

5. For qualifying returns (damage, wrong item, defect, allergy), we will reimburse you up to $25 USD via store credit. For change‑of‑mind or opened returns, you pay all shipping costs.

Important: International return shipping typically costs $15–$40 USD. We recommend using your local postal service (not DHL/FedEx/UPS) for the lowest rates.

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Part VI: Non‑Returnable and Final Sale Items

The following items cannot be returned for any reason (unless they arrive damaged or defective, in which case Part II applies):

1. Underwear and intimate apparel – For hygiene reasons, we cannot accept returns of underwear, bodysuits, or any garment designed to be worn without additional layers.

2. Individual face masks – Single‑use sheet masks, hydrogel masks, or clay mask pods cannot be returned once opened or if the seal is broken.

3. Clearance items – Products sold in our “Final Sale” or “Clearance” section are marked as such on the product page. These items are sold as‑is and cannot be returned for refund or store credit, even if unopened.

4. Gift cards – RAEVA gift cards are non‑refundable but may be transferred to another person.

5. Samples and free gifts – Promotional samples and gifts with purchase have no cash value and cannot be returned or exchanged.

6. Personalized or engraved items – If you request custom engraving or personalization (e.g., monogrammed compact mirror), the item cannot be returned unless it arrives defective.

7. Downloadable products – If we ever offer digital products (e.g., skincare guides, video tutorials), these are non‑refundable once downloaded.

8. Products purchased from unauthorized resellers – RAEVA LLC is not responsible for products bought from eBay, Amazon third‑party sellers, or other unauthorized channels. You must return to the seller you purchased from.

Final sale items are clearly marked on the product page with a red banner that says “FINAL SALE – NO RETURNS.” If you do not see this banner, the product is returnable under the standard policy.

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Part VII: Subscription Boxes and Auto‑Ship Orders

RAEVA offers subscription boxes and auto‑ship programs for customers who want regular deliveries of their favorite products.

First Subscription Box

Your first subscription box is treated like any other product:

• Unopened: You may return it within 14 days of delivery for a full refund (you pay return shipping).

• Opened: No returns unless damaged or defective.

Subsequent Boxes (Second Box and Beyond)

After you have received your first box and chosen to continue the subscription, subsequent boxes are non‑returnable. This is because subscription boxes are curated and often include limited‑edition or seasonal items that cannot be restocked.

Canceling Your Subscription

You may cancel your subscription at any time with at least 7 days’ notice before the next billing date.

• To cancel, email mypth.work@gmail.com with “CANCEL SUBSCRIPTION” in the subject line. Include your order number or account email.

• You will receive a confirmation of cancellation within 24 hours.

• If you cancel after the next box has already been processed for shipment, you will receive that box and it will be non‑returnable.

• No refunds are given for partial months or unused boxes.

Changing Your Subscription

You may change the products in your subscription box, skip a month, or change the delivery frequency by logging into your account at raeva.online and navigating to “Subscriptions.” You can also email us for assistance.

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Part VIII: Refund Processing Details

Refund Timelines by Payment Method

After we approve your refund and initiate it in Stripe:

How to Check Your Refund Status

1. Look for the Stripe refund email – Stripe sends an automated email to the address associated with your original purchase when a refund is processed. This email includes the refund amount and the last 4 digits of your card.

2. Check your online banking – Log into your bank or credit card account and look for a credit transaction. It may appear as “RAEVA LLC REFUND” or similar.

3. Contact us – If it has been more than 10 business days (US) or 15 business days (international) since we approved your refund and you do not see it, email mypth.work@gmail.com with your order number and we will provide the Stripe transaction ID for your bank to trace.

Partial Refunds – When and Why

We may issue a partial refund (less than 100% of the product price) in the following circumstances:

You will be notified of any partial refund before we process it. You have the right to request the product be returned to you (at your shipping cost) instead of accepting the partial refund.

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Part IX: Exchanges

RAEVA LLC does not offer direct exchanges. If you want a different product, size, or color, please:

1. Return the original item following the process above (you will receive a refund or store credit).

2. Place a new order for the desired item on raeva.online.

This two‑step process ensures you receive your correct item as quickly as possible. A direct exchange would require us to receive your return, inspect it, process a refund, and then ship a new item – which takes longer than simply placing a new order and getting refunded later.

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Part X: Holiday Return Extension

For orders placed between November 15 and December 25 (the holiday shopping season), the 30‑day return window is extended to January 31 of the following year.

Example: You order a gift on December 10. The recipient receives it on December 18. They decide on January 15 that they want to return it. Because the order was placed during the holiday extension period, they have until January 31 to initiate the return – even though 30 days from December 18 would be January 17.

All other policy terms (condition of product, who pays return shipping, etc.) remain in effect. The holiday extension applies only to the deadline, not to the eligibility requirements.

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Part XI: Order Cancellations Before Shipment

Changed your mind immediately after placing an order? You may cancel for a full refund if you act quickly.

To request a cancellation: Email mypth.work@gmail.com immediately with “CANCEL ORDER” in the subject line and your order number. Do not call – email provides a timestamp that we can verify.

If we successfully cancel your order, you will receive a confirmation email and a refund within 5–7 business days.

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Part XII: Abuse of Return Policy

RAEVA LLC maintains the right to refuse returns, deny refunds, or ban customers who demonstrate abusive patterns. Examples of abuse include:

• Returning more than 80% of orders within any 3‑month period (suggests systematic abuse rather than occasional dissatisfaction)

• Returning clearly used products (e.g., empty bottles) as “unopened”

• Claiming damage without photographic evidence, repeatedly

• Returning the same product multiple times after using most of it

• Filing fraudulent chargebacks after receiving a refund

• Creating multiple accounts to bypass return limits

If your account is flagged for potential abuse:

1. You will receive a written warning via email.

2. Future returns will be subject to enhanced inspection (including weighing products to verify remaining volume).

3. We may require video proof of damage for high‑value items.

If abuse continues after warning:

• Your account will be permanently closed.

• Future orders will be canceled and refunded.

• You will be prohibited from creating new accounts.

These measures protect our ability to offer generous return terms to the 99% of customers who are honest and reasonable.

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Part XIII: Contact Information for Returns

For all return‑related inquiries, including status checks, questions about eligibility, and disputes:

Email: mypth.work@gmail.com (use “RETURN” in the subject line for prioritization)
Phone: +84962402004 (ask for Returns Department)

Mailing address for authorized returns only:
RAEVA LLC Returns Department
[Full address provided in your return authorization email – do not ship without authorization]

Do not send returns to our corporate office address (5900 Balcones Drive) without authorization. Unauthorized returns may be refused, discarded, or returned to you at your expense.

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XIV. Final Words – Our Promise to You

We wrote this policy to be fair to both you and our business. We are not trying to trap you with fine print or hidden fees. We genuinely want you to love everything you buy from RAEVA LLC. But we also recognize that online shopping for beauty products is inherently risky – you cannot test the shade, feel the texture, or smell the fragrance before buying.

That is why we offer a 30‑day return window (extended for holidays), free return shipping for our errors or damages, and store credit for opened products that simply did not work for you. We believe this policy is among the most generous in the direct‑to‑consumer beauty space.

If you ever feel that we have treated you unfairly, please give us the opportunity to make it right. Contact mypth.work@gmail.com and ask to speak with a supervisor. We will listen, and we will do our best to find a resolution that leaves you feeling respected.

Thank you for choosing RAEVA LLC. We are honored to be part of your beauty routine.

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RAEVA LLC – Returns made fair, refunds made fast, customers made happy.