Refund policy

Last Updated: October 10, 2026

At Bypollyanna, we want you to have a clear and reliable shopping experience. This Return and Refund Policy explains the conditions for requesting a return, the process for handling damaged or incorrect products, and how refunds are issued.

Return Eligibility

You may contact us to request a return within 30 days of delivery.

To be eligible for a return, an item must generally meet the following conditions:

  • The product is unused, unopened, and in its original condition.

  • The original packaging, seals, labels, and included accessories are intact.

  • You can provide your order number or other proof of purchase.

  • The return request is submitted within the applicable return period.

Due to hygiene, product safety, and contamination concerns, opened, used, or unsealed skincare products generally cannot be returned unless the item arrived damaged, defective, incorrect, or otherwise qualifies for a remedy under applicable law.

Certain products may be excluded from return for hygiene or safety reasons where permitted by law. Please contact us if you are unsure whether your item qualifies.

Non-Returnable Items

Unless required by applicable law or otherwise approved by our customer service team, the following items are generally not eligible for return:

  • Opened or used skincare products.

  • Products with broken or removed safety seals.

  • Items that have been contaminated, improperly stored, or damaged after delivery due to customer handling.

  • Products clearly identified as non-returnable before purchase.

  • Items returned without prior authorization.

This policy does not limit any rights you may have under applicable consumer protection laws.

Damaged, Defective, or Incorrect Products

Please inspect your order after delivery. If you receive a damaged, defective, leaking, or incorrect product, contact us as soon as possible.

To help us review your request, please provide:

  • Your order number.

  • A description of the issue.

  • Clear photographs of the product, packaging, and any visible damage, where applicable.

Please do not use a product that appears damaged, contaminated, or defective. After reviewing your request, we will explain the available resolution, which may include a replacement, refund, or another appropriate remedy depending on the circumstances and applicable law.

For confirmed issues involving damaged, defective, or incorrect items, we will provide return instructions where a return is necessary.

How to Request a Return

To begin a return, please contact our customer service team before sending any item back.

Include your order number, the product you wish to return, and the reason for your request. If the product is damaged or incorrect, please include photographs where possible.

Our team will review your request and provide instructions if the return is approved. Please do not send products to our business address without receiving return instructions, as that address may not be the designated return facility.

Return Shipping Costs

For approved returns due to a change of mind or an ordering mistake, the customer is generally responsible for return shipping costs, unless otherwise stated or required by applicable law.

If the return is due to a confirmed damaged, defective, or incorrect product, we will explain the applicable return shipping arrangements before the item is sent back.

We recommend using a shipping service that provides tracking. Bypollyanna cannot guarantee the receipt of a return that is shipped without adequate tracking or proof of shipment.

Refund Process

Once an approved return is received and inspected, we will notify you of the outcome.

If your refund is approved, it will generally be issued to the original payment method. Please allow approximately 5–10 business days after refund approval for the funds to appear, although the actual timing may depend on your bank, card issuer, or payment provider.

If a refund is not approved, we will explain the reason where appropriate and advise you of any available options.

Original shipping charges may be non-refundable for change-of-mind returns, except where otherwise stated or required by applicable law.

Exchanges and Replacements

We do not guarantee direct exchanges for every product. If you receive a damaged, defective, or incorrect item, contact us so we can review whether a replacement, refund, or other resolution is available.

If you would like a different product or variant, you may need to place a new order after your original return request has been resolved.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible. We will make reasonable efforts to accommodate cancellation requests before an order is processed or shipped, but cancellation cannot be guaranteed once fulfillment has begun.

If an order has already been shipped, you may need to follow the return process described in this policy, subject to the product's return eligibility.

Refunds for Unreceived Orders

If your order has not arrived within the estimated delivery timeframe, please contact us with your order number and tracking details, if available.

We will review the shipping status and determine the appropriate next steps. A refund or replacement will be considered based on the circumstances, carrier information, and applicable law.

Contact Us

If you have questions about returns, refunds, or product concerns, please contact us using the details below.

Store Name: Bypollyanna

Email: info@bypollyanna.us

Phone: +1 (570) 890-8079

Business Address: 5300 Robinwood Rd, Louisville, KY 40218, United States

Customer Service Hours: Monday–Friday, 9:00 AM–5:00 PM ET

We appreciate your shopping with Bypollyanna and will do our best to assist you with your return or refund request.