Refund policy

REFUND & RETURN POLICY

Last Updated: 04/18/2026

Our products are crafted with discipline and care. Due to the nature of skincare and hygiene items, all sales are final.

By completing a purchase, you agree to this policy.

However, we stand behind the quality of every product.

We Will Replace or Refund Items That Arrive:

  • Damaged (excluding heat‑related melting; see shipping policy)
  • Defective
  • Incorrect
  • Not as described

1. To Request a Replacement

Email returns@blackgoldmoisture.com within 7 days of delivery and include:

  • Your order number
  • Photos of the product and packaging
  • A brief description of the issue

Approved claims will be replaced or refunded at our discretion.

2. Non‑Returnable Items

  • Used or opened products
  • Items purchased during sales or promotions
  • Gift cards

We reserve the right to decline claims that do not meet policy requirements.

3. Damages and Issues

Please inspect your order upon delivery and contact us immediately if your item is defective, damaged, or if you received the wrong product. Claims must be submitted within 7 days of delivery and must include clear photographic evidence so we can assess the matter and make it right.

4. Non‑Returnable and Non‑Refundable Items

For health, safety, and regulatory reasons, the following items are not eligible for return, refund, or exchange:

  • Opened or used products
  • Sale, discounted, or promotional items
  • Gift cards
  • Items damaged due to customer handling, storage, or misuse

All sales are final.

5. Return Shipping (Exception Cases Only)

If an exchange or exception‑based return is accepted, we will send you a return shipping label along with detailed instructions on how and where to send your package.

Items sent back to us without first requesting and receiving return authorization will not be accepted.

Return shipping costs will be covered only when the issue is the result of our error (incorrect or defective items). For all other approved exception cases, customers are responsible for return shipping costs.

We strongly recommend using a trackable shipping service. We are not responsible for items lost or damaged in transit.

6. Order Cancellations

Orders may be canceled within 2 hours of purchase. After this window, orders enter processing and cancellation cannot be guaranteed.

7. Contact Information

For all exception‑based inquiries, please contact:

returns@blackgoldmoisture.com

Include your order number, full name, and photos of the issue to ensure timely processing.