FAQ's

At Prados Beauty, we strive to ensure that our customers receive the highest quality products and services. However, we understand that sometimes issues may arise with your orders. This policy outlines the process for handling damages and issues with our products and services.

1. Damaged Products

We take great care in packaging our products to prevent any damage during transit. However, if your order arrives damaged, please follow these steps:

Inspect your package immediately upon delivery.
Report any damage to our customer support team within 3 days of receiving the product. We may ask for photos of the damaged item and packaging for verification and insurance purposes. We insure all packages mailed out with USPS.
We will offer a resolution, which may include a replacement of the damaged product or a refund based on the situation and your preference. Sometimes we ask that you assist us in helping to file an insurance claim with USPS or the mailing provider you chose at checkout.

2. Incorrect or Missing Items

If you receive incorrect items or items are missing from your order, please contact us immediately. We will review the order and:

Correct the mistake by sending the correct items or a replacement at no additional charge.
If the item is out of stock, we will offer you the option of a replacement with a similar item, store credit, or a refund.

3. Defective Products

If you discover that a product is defective, please follow these steps:

Contact our customer service team within 3 days of receiving the product.
Provide details of the defect and any supporting information (e.g., photos or videos of the defect).
We will evaluate the issue and, if applicable, offer a replacement or refund based on the product's warranty and return policy. If an item was broken during the shipment process, we are not responsible and will need to file an insurance claim on your behalf.

At Prados Beauty, we are committed to your satisfaction, but for the safety and hygiene of our customers and warehouse team, we have certain exceptions and non-returnable policies in place. Please review the following guidelines:

1. Opened Products

We do not accept returns for products that have been opened or used outside of their original sealed packaging. This policy is in place for sanitary reasons and to ensure the safety of both our warehouse staff and other customers. Once a product's seal has been broken, we are unable to verify its condition and cannot accept it back.

2. Cosmetic Products

Due to the sensitive nature of cosmetic products, all opened cosmetics are non-returnable. We cannot accept returns on makeup, skincare, or any products that have been opened or used, even if they are unused or only partially used. This policy is in place to prevent contamination and maintain hygiene standards for all of our customers.

3. Personal Care and Hygiene Items

Similar to cosmetics, personal care items (such as toiletries, hair products, facial kits, beauty tools etc.) cannot be returned once the packaging has been opened. We prioritize the health and safety of our customers, and these items are non-returnable due to their nature.

4. Special or Custom Orders

Products that have been made to order, personalized, or customized are non-returnable. This includes items with personalized engravings, monograms, or special requests made specifically for your order.

5. Non-Returnable Clearance and Final Sale Items

Some items may be marked as on sale, final sale or clearance on our website. These items are sold at a discounted price and are not eligible for returns or exchanges.

6. Damaged or Defective Items

If an item arrives damaged or defective, we will review the situation and provide a resolution (replacement, refund, or exchange), in line with our Damage and Issues Policy. Please reach out to our customer support team within 3 days of receiving the product.

We appreciate your understanding of our policy, as it ensures the highest standards of quality and hygiene for all of our customers. If you have any questions about whether an item is returnable, please don’t hesitate to contact our customer support team at info@pradosbeauty.com / 575-288-1918.

Zero Exchange Policy

At Prados Beauty, we currently do not offer exchanges on any of our products. Please ensure that you carefully review your order before completing the purchase, including product size, color, and specifications.

If you receive an item that is damaged, defective, or incorrect, please refer to our Damage and Issues Policy for instructions on how to request a replacement or refund.

We appreciate your understanding and are here to assist if you have any questions!

No Refunds Policy

At Prados Beauty, we have a zero-refund policy. All sales are final, and no refunds will be issued for any purchase unless a specific, valid reason is provided. While we consider all requests on a case-by-case basis, refunds are not guaranteed and will be granted only in exceptional circumstances.

Exceptions

Refund requests will only be considered if:

The product is damaged, defective, or incorrect upon arrival. In such cases, please refer to our Damage and Issues Policy for instructions on how to address the issue.

All refund requests will be carefully reviewed, and we will respond promptly with our decision. However, please note that refunds are not guaranteed, and we reserve the right to refuse any requests that do not meet our criteria.

We encourage you to review your order carefully before completing your purchase. If you have any concerns or questions before placing an order, our customer support team is here to assist you.

At Prados Beauty, all sales are final. We do not accept returns under any circumstances. Please review your order carefully before completing your purchase, as we are unable to accommodate any returns, exchanges, or cancellations once the order has been processed.

Exceptions

If you receive an item that is damaged, defective, or incorrect, please refer to our Damage and Issues Policy for further instructions on how to resolve the issue. We will gladly assist you in processing a replacement or refund based on the specific situation.

Shipping Policy

At Prados Beauty, we strive to provide efficient and reliable shipping for all of our customers. However, once an order has been shipped, it is out of our control. Please review the following guidelines regarding shipping:

1. Shipping Delays, Lost, or Stolen Shipments

We are not responsible for any late, lost, or stolen shipments once they have been handed over to the shipping carrier.
Delivery times are estimated by the carrier and are not guaranteed. Delays can occur due to weather, holidays, or other factors outside of our control.
We do not issue refunds or credit accounts for shipments that are delayed, lost, or stolen.

2. Incorrect Shipping Addresses

It is the customer's responsibility to provide the correct shipping address at the time of checkout.
If the shipping address is incorrect and the package is returned to us, we will reship the package to the correct address at the customer’s expense for the original shipment cost.
We are not responsible for shipments sent to an incorrect or insufficient address and will not offer refunds or credits if this happens.

3. Returned Shipments Due to Address Issues

If an order is returned to us due to an incorrect address or insufficient address information, we will not issue a refund or credit.
The customer will be responsible for reshipping costs if the package is returned, and we will require payment before the package is sent back to the correct address.

4. Shipping Carrier Responsibility

Once your order is shipped, it is the responsibility of the shipping carrier (e.g., USPS, FedEx, UPS, etc.) to complete the delivery.
We recommend tracking your shipment using the tracking number provided. Any issues with tracking or delivery should be addressed directly with the carrier.

5. Shipping Insurance

If you are concerned about shipping delays, lost, or damaged shipments, we suggest considering shipping insurance at checkout, which may help protect against these issues.

We encourage customers to double-check their shipping details and be aware that once the package leaves our warehouse, we have no control over the shipment. Thank you for your understanding!

At Prados Beauty, we are pleased to offer international shipping. However, there are specific terms and conditions that apply to orders being shipped outside of The United States. Please review the following guidelines for international shipments:

1. Shipping Delays, Lost, or Stolen Shipments

We are not responsible for any delays, lost, or stolen shipments once the package has been handed over to the shipping carrier.
Delivery times are estimated by the carrier and are not guaranteed. Delays may occur due to customs, weather, holidays, or other factors outside of our control.
We do not issue refunds or credit accounts for shipments that are delayed, lost, or stolen during international transit.

2. Customs, Duties, and Taxes

All international orders may be subject to customs duties, taxes, and import fees upon arrival in the destination country. These charges are the responsibility of the customer and are not included in the cost of the shipping.
Customs procedures may delay the shipment, and we are not responsible for any delays caused by customs processing.

3. Incorrect Shipping Addresses

It is the customer's responsibility to provide the correct shipping address at the time of checkout.
If the shipping address is incorrect and the package is returned to us, we will reship the package to the correct address at the customer’s expense for the original shipping cost.
We are not responsible for shipments sent to an incorrect or insufficient address and will not offer refunds or credits if this happens.

4. Returned Shipments Due to Address Issues

If an international order is returned to us due to an incorrect or insufficient address, we will not issue a refund or credit.
The customer will be responsible for reshipping costs if the package is returned, and we will require payment before the package is sent back to the correct address.

5. International Shipping Carrier Responsibility

Once your order is shipped internationally, it is the responsibility of the shipping carrier (e.g., USPS, FedEx, UPS, DHL, etc.) to complete the delivery.
We recommend tracking your shipment using the tracking number provided, as any issues with tracking or delivery should be addressed directly with the carrier.

6. Shipping Insurance

Due to the nature of international shipping, we recommend considering shipping insurance at checkout, especially for high-value items. This may help protect against delays, damages, or lost shipments during transit.

7. Shipping Times

Shipping times to international destinations vary depending on the country, shipping method, and customs processing times. Please be aware that international shipments may take longer to arrive than domestic shipments.
Tracking information will be provided, but delivery times are not guaranteed and may be affected by factors beyond our control, including customs delays.