Infinity Beauty USA reserves the right to update the rules when necessary, and the updated version will be published on www.infinitybeautyusa.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Infinity Beauty USA immediately. All buyers are deemed to accept the rules if they are using the services provided by Infinity Beauty USA. Infinity Beauty USA's policy shall prevail.
For after-sales issues, buyers should file a Return & Refund request within 25 days of the delivery date. If a Return and Refund request is filed after the 25-day period, Infinity Beauty USA reserves the right not to provide any after-sales service after that time.
Before an order is shipped out, the buyer has the right to apply to cancel the order by contacting Infinity Beauty USA via Contact Us.
If Infinity Beauty USA cannot fulfill the buyer's order within the order processing time, due to reasons including, but not limited to, stock availability or other conditions, Infinity Beauty USA has the right to cancel and refund the order.
If the buyer receives goods "Damaged" and applies for a refund with compelling evidence, and the goods need to be returned, Infinity Beauty USA has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged goods. Infinity Beauty USA should refund the buyer when the return shows as in transit on the logistics tracking website with the provided prepaid return label.
Infinity Beauty USA shall not accept after-sales requests for "non-defective remorse returns", and has the right to accept or reject the request. Infinity Beauty USA will abide by the policy under this condition.
If Infinity Beauty USA accepts the after-sales request for the reason type of "non-defective remorse returns" and requires a deduction of a "restocking & repacking fee", under Infinity Beauty USA's policy restriction, the "restocking & repacking fee" in total deducted shall not exceed 35% of the total order price.
Infinity Beauty USA shall not require warranty, like whether to provide warranty or not, or the way of warranty handling with.
Infinity Beauty USA shall restrict with the refund time and redelivery time under the condition, included but not limited to order refund based on the policy, agree on refund or redelivery between Infinity Beauty USA and buyer or others, Infinity Beauty USA must refund not more than 3 business days, or redelivery not more than 5 business days.
Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to Infinity Beauty USA. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Infinity Beauty USA has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Infinity Beauty USA Under Various Circumstances:
The buyer has the right to apply for a full refund for any order that was not shipped within the stated processing time (subject to the estimated processing time displayed on the order page).
Infinity Beauty USA Return & Refund Rules
For Unshipped Orders:
If requested after the stated processing time: Infinity Beauty USA will refund the order.
If requested within the stated processing time: Infinity Beauty USA has 3 business days to process (accept or reject) the request after submission. If Infinity Beauty USA fails to process the request within 3 business days, the order will be automatically refunded.
Even if the order is still within the stated processing time, any refund request submitted must be processed within the 3-business-day window listed above.
For Shipped Orders:
If requested after the order has shipped: Infinity Beauty USA has 10 business days to process (accept or reject) the request after submission. If Infinity Beauty USA fails to process the request within 10 business days, the order will be automatically refunded.
If the package is returned to Infinity Beauty USA during transit for any reason and the buyer requests a refund, Infinity Beauty USA will process the refund within 3 business days of the request. In such cases, if the buyer requests a replacement instead, Infinity Beauty USA will initiate redelivery within 5 business days of the request.
If a package or item is destroyed in transit and the buyer provides proof from the logistics provider (such as a screenshot from the tracking portal confirming the package was destroyed), Infinity Beauty USA will process a refund within 3 business days of the request, or arrange redelivery within 5 business days. The following steps must be followed when submitting this type of request:
a. Photos or videos showing the damaged item. If photos cannot clearly prove the damage, please upload a video.
b. A screenshot of the email or dispute received, including the customer's name, date, and content (showing the complaint was submitted through PayPal Dispute, another payment gateway, email, etc.).
c. Products must be returned to Infinity Beauty USA if requested by our Dispute Team during the dispute process.
Subject to the conditions above, Infinity Beauty USA will issue a refund, resend the item, or accept a return under any of the following scenarios:
3.1 ORDERS DELAYED
An order is considered delayed if it lacks tracking information, remains pending, or is in transit for more than 60 days after departing from the Infinity Beauty USA warehouse. Timeframes for specific countries and shipping methods vary as follows:
a. **For orders shipped to the USA:** Orders are considered delayed 45 days after departing from the Infinity Beauty USA warehouse.
b. **For orders shipped to Brazil:** Orders are considered delayed 110 days after departing from the Infinity Beauty USA warehouse due to strict customs clearance in Brazil.
c. **Infinity Beauty USA Packet Liquid Line (all countries):** Infinity Beauty USA will process disputes for delayed orders after 100 days from the date the order departed from the warehouse.
d. **Special Shipping Methods:** For certain special shipping methods, Infinity Beauty USA cannot process disputes
*Notes:* Sometimes an order has arrived at the buyer's local post office but is held as pending due to an incomplete address, an invalid street number, or an unclaimed package. In these situations, we advise clients to contact or visit their local post office directly to resolve the issue and arrange pickup.
Due to regional logistics practices, contact requirements, and local customs (such as in Israel), packages are normally delivered to self-pickup lockers/cabinets, which may result in packages remaining uncollected. Customers are encouraged to track and retrieve their packages promptly.
Sometimes local tracking numbers may show proof of delivery, but the end customer claims the package was not received. In such cases, Infinity Beauty USA will make every effort to investigate the situation—which may take 1 to 2 months—though a favorable outcome cannot be guaranteed.
3.2 ORDERS NOT RECEIVED
Infinity Beauty USA will not issue a refund or replacement if official tracking information indicates the order has been delivered:
a. If a customer claims they did not receive a delivered package, an official non-delivery certification stamped with an official seal from the local post office is required.
b. If tracking information shows an "Alert" status, potential reasons may include:
* Incorrect or insufficient address
* Invalid address number
* Unknown recipient
* Delivery refused by recipient
* Package not picked up in time
* No safe delivery location available
* Unresolved customs clearance
* Other logistics exceptions
**Notes:**
a. Local carriers will attempt delivery 1 to 3 times depending on local procedures. If the package remains unclaimed, it will be held at the local post office for 3 to 7 days, during which the client must pick up the package. Otherwise, it will be returned to our logistics provider. Infinity Beauty USA assumes no responsibility if items are lost during the return process.
b. If the carrier provides a return service back to US, Infinity Beauty USA will add the returned products to your private inventory rather than issuing a refund upon receipt.
c. Infinity Beauty USA cannot offer a refund or reshipment if clients fail to process issues regarding undelivered orders or packages destroyed by logistics providers. ---
3.3 PRODUCTS DAMAGED
Infinity Beauty USA offers a full refund or replacement if packages arrive severely damaged.
Infinity Beauty USA offers a partial refund or replacement if packages arrive partially damaged (excluding minor cosmetic flaws such as loose threads, slight wrinkles, or small scratches, etc.).
**Notes:**
a. Refunds are strongly recommended.
b. For damaged outer packing boxes, Infinity Beauty USA cannot offer refunds or after-sales services due to long-distance international shipping.
c. Your clients must submit a complaint or open a dispute with you within 30 days of package delivery.
d. Infinity Beauty USA will refund the product cost based on standard US market pricing; otherwise, Infinity Beauty USA assumes no responsibility for them.
Infinity Beauty USA maintains a strict quality control process before products are dispatched. Infinity Beauty USA handles claims for incorrect or missing products as follows:
a. Incorrect Products: Infinity Beauty USA offers a full refund or replacement.
b. Wrong Color or Size (Function Unaffected): Infinity Beauty USA offers a refund or reshipment if you provide a screenshot of the complaint showing the customer's name, content, and submission date.
c. For parts missing which don't affect product function, Infinity Beauty USA may refund partially or resend the missing part; for parts missing which affect product function, Infinity Beauty USA will resend the product only.
d. Accessories: Infinity Beauty USA will reship missing accessories.
**Notes:**
For sizing issues, Infinity Beauty USA greatly appreciates customers measuring the product using standard measurement methods and providing clear photo proof. This helps our dispute team resolve your claim quickly.
4. WRONG RECEIPT INFORMATION
If a buyer provides incorrect shipping or recipient details for an order, they should reach out via the Contact Us page immediately to request an update.
Please note that address corrections and order cancellations are **not guaranteed**. * **If the order has already shipped:** It is the buyer's responsibility to contact the logistics carrier directly with updated information. * **If the order was delivered to the wrong address:** The buyer may attempt to return the products at their own expense. If the items are returned in good condition, Infinity Beauty USA will process a refund within 3 business days of receiving the returned goods (upon request) or arrange redelivery within 5 business days of receipt. Please note that the buyer will also be responsible for additional redelivery fees.
If the order cannot be corrected or returned, the buyer will bear the losses.
5. DEFECTIVE PRODUCTS (PACKAGE BREAKAGE/SIGNIFICANTLY NOT AS DESCRIBED/MISSING OR WRONG GOODS/QUALITY PROBLEMS)
If a buyer identifies any issue upon receipt (such as a damaged package, items significantly not as described, missing or incorrect items, or other quality defects), the buyer must submit a refund or replacement request accompanied by valid proof (clear photos or videos showing the issue). Once submitted, Infinity Beauty USA will review the proof and respond within 3 business days.
If the proof provided does not clearly show the reported problem, it will be considered invalid, and Infinity Beauty USA reserves the right to reject the refund request. If the submitted proof clearly demonstrates the issue upon review (within 3 business days):
If a return IS required: Infinity Beauty USA will provide the buyer with a prepaid return shipping label within 3 business days of proof approval, and issue a refund within 3 business days after the return tracking number shows the package is in transit.
If a return IS NOT required: Infinity Beauty USA will issue a refund [or reshipment] directly.
If the proof is valid and the buyer requests redelivery, Infinity Beauty USA will initiate redelivery within 5 business days of proof approval. Please note that Infinity Beauty USA reserves the right to issue a refund if the redelivery items are out of stock; alternatively, buyers may reorder the products once they are restocked.
Infinity Beauty USA maintains a strict quality control process before products are dispatched. Infinity Beauty USA handles claims for incorrect or missing products as follows:
a. Incorrect Products: Infinity Beauty USA offers a full refund or replacement.
b. Wrong Color or Size (Function Unaffected): Infinity Beauty USA offers a refund or reshipment if you provide a screenshot of your client's complaint including their name, the complaint details, and the date.
c. Missing Parts: If product functionality is unaffected:* Infinity Beauty USA may issue a partial refund or reship the missing part. If product functionality is affected: Infinity Beauty USA will reship the complete product only.
d. Accessories: For accessories, Infinity Beauty USA will reship the missing accessories.
**Notes:**
For sizing issues, Infinity Beauty USA greatly appreciates customers measuring the product using proper standard methods and providing a photo of the measurement. This allows our dispute team to resolve claims quickly.
Service products are subject to the following terms:
a. For any disputes arising from damaged products or shipping delays, Infinity Beauty USA may not refund the product cost.
b. Infinity Beauty USA may not accept disputes regarding poor product quality if the supplier is not Infinity Beauty USA.
c. Infinity Beauty USA may not accept disputes for service products that have not undergone quality inspection by Infinity Beauty USA.
6. LOGISTICS ISSUES
If Infinity Beauty USA confirms that a tracking number is incorrect and fails to provide a valid tracking number within 4 business days, Infinity Beauty USA will issue a full refund for the order.
If tracking information shows no updates on the logistics carrier's website for more than 7 business days after the shipping label has been created, and the buyer submits a refund request, Infinity Beauty USA will process the refund within 3 business days of the buyer's request.
**Note**
This clause does not apply during peak periods or extraordinary events, such as holidays, COVID-19 disruptions, severe weather, or other force majeure situations.
If transit time exceeds the estimated delivery timeframe by 10 days or more and Infinity Beauty USA fails to provide updated, valid tracking information, the buyer may apply for a refund. Infinity Beauty USA will process the refund within 3 business days of receiving the buyer's request.
**Note:**
This clause does not apply during peak periods or extraordinary circumstances, such as holidays, COVID-19 disruptions, severe weather, or other force majeure events.
6.4. SHIPPING METHOD LIMITS
Certain shipping methods are not trackable once orders arrive in specific countries, states, or cities. Infinity Beauty USA lists these shipping methods in advance and will not accept disputes if you choose these methods for applicable destinations. Affected shipping lines include:
PostNL, Electric PostNL, Packet Eub, Packet Postal Route, Packet Postal, Packet Railway Economy.
**Note:**
When selecting certain shipping methods, delivery to remote addresses may incur additional shipping charges.
Infinity Beauty USA assumes no responsibility for product damage or shipping delays caused by acts of God or force majeure events, including but not limited to: epidemics or pandemics, geopolitical crises, labor strikes, war, earthquakes, floods, viral outbreaks, severe weather (such as storms or heavy snow), or customs inspections. In such events, Infinity Beauty USA will notify you via email at infinitybeautyusaco@gmail.com.
Due to limited international transportation capacity, Infinity Beauty USA cannot accept disputes for orders shipped to the following countries and territories: , Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican City, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados, Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Côte d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia, Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe
During holidays, COVID-19 disruptions, severe weather, or other extraordinary circumstances, buyers should contact us via email at infinitybeautyusaco@gmail.com.
Infinity Beauty USA will make every effort to assist buyers under these special circumstances in a timely manner. Once notified, buyers can expect a decision from Infinity Beauty USA regarding these matters within two weeks.
Infinity Beauty USA assumes no responsibility for product damage or shipping delays caused by acts of God or force majeure events, including but not limited to: epidemics or pandemics, geopolitical crises, labor strikes, war, earthquakes, floods, viral outbreaks, severe weather (such as storms or heavy snow), or customs inspections. In such cases, Infinity Beauty USA will notify you via email at infinitybeautyusaco@gmail.com.
Products may be returned to Infinity Beauty USA's US warehouse only. However, we strongly advise against returns due to high international shipping costs, transit times exceeding 3 months, and the significant risk of items being lost or damaged during transit.
a. If you still wish to proceed with a return, please email Infinity Beauty USA. Our team will respond within 1 to 5 business days.
b. Returned items must be shipped within 10 days of receiving return authorization from the Infinity Beauty USA team.
7.2 ORDERS CANCELLATION
For order cancellations, Infinity Beauty USA offers a full refund provided the products have not yet been processed by our warehouses.
a. Print-on-Demand (POD) Orders: After payment, POD orders cannot be canceled because they are customized items.
b. Pre-Order Inventory: After payment, pre-order inventory orders cannot be canceled, as these items are specially sourced and reserved specifically for you.
c. Media Services: After payment, photo and video service orders cannot be canceled, as production planning begins immediately upon order confirmation.
7.3 DEADLINE OF OPENING DISPUTE
Disputes cannot be opened if the order status is already marked as closed. Additionally, disputes cannot be processed or resolved if third-party tracking information is untraceable.
Infinity Beauty USA will not accept unreasonable disputes, including but not limited to:
a. The buyer simply does not like the product.
b. Unfounded assertions that the product description is inaccurate.
c. Complaints regarding unusual product odors or scent preferences.
d. The buyer ordered the incorrect item or SKU.
e. An incorrect or incomplete shipping address was provided.
f. Minor product differences that were negotiated or accepted in advance.
g. Tracking information deleted or purged by logistics carriers or local post offices.
h. Packages returned, discarded, or detained due to the consignee's failure to comply with customs clearance procedures or trade policies in the destination country.
8. ATTENTION
If buyers are dissatisfied with the proposed solution for after-sales issues, it is the buyer's responsibility to initiate a formal dispute with Infinity Beauty USA to resolve the matter.
