Return & Refund Policy

Updated October 29, 2026

Choosing a lip color online can raise questions after a parcel arrives. This policy explains how to start a request and how shipping costs and refunds are handled.

Start with a message within 30 days

Request a return within 30 calendar days after delivery by emailing service@vonessaqv.com. Include your order number, the item or shade and why you would like to return it. Tell us about its condition so we can give appropriate instructions. We will respond within 1–2 business days.

Let us give you the correct return route

Before sending anything, obtain the return address and instructions from our team. The registered company address below is not automatically the return facility. Package the item appropriately and retain your postage or tracking record.

Who pays for return shipping?

• A change of preference: you pay the return shipping cost, for example when you simply prefer a different shade.
• Our mistake or a product problem for which we are responsible: we cover reasonable return shipping costs. Contact us first so we can agree the correct return arrangement rather than having you pay an unnecessary charge.

Incorrect, damaged or concerning products

If the delivered shade or item differs from your order, or a product arrives damaged, describe the issue and provide relevant photographs if available. If you experience an adverse reaction, stop use and seek appropriate medical advice; also send us the product and batch details if available. You do not need to keep using a product to demonstrate a problem. These circumstances are not treated as a simple change of preference.

Refund processing

After returned goods have been received and inspected, we initiate the approved refund to the original payment method within 5–10 business days. We will explain the outcome of the inspection. Your bank or payment provider may require additional posting time. Contact us if the stated processing period has passed without an update.

Unshipped orders and your rights

Contact us promptly to request cancellation before dispatch. A refund due for an unshipped cancellation or a shipping delay is handled promptly and is not subject to waiting for goods to return. This policy does not limit remedies or rights that cannot be excluded under applicable consumer law.