Refund policy

Returns & Refunds

We want you to love what you ordered. If you do not, here is how returns and refunds work with Loyana Beauty (operated by PA ECOM SOLUTIONS LLC, "we", "us").

Cancel before it ships

You can cancel any order for a full refund before it ships. Email contact@loyanabeauty.com with your order number as soon as you can. Once an order has shipped it cannot be cancelled, but you can still return it under the rules below.

30-day returns

You have 30 days from the day your order is delivered to ask for a return. Items must be unused, in their original condition and packaging.

  1. Email contact@loyanabeauty.com with your order number and the item you want to return.
  2. We reply within 1 business day with a return authorization (RMA) and instructions. Please do not send anything back before you get an RMA.
  3. Return shipping is paid by you unless the item is defective, damaged or incorrect (see below). We recommend a tracked service: the package is your responsibility until it reaches us.
  4. When we receive and check the item, we approve your refund.

Refund without returning the item

Sending small items back from the U.S. to our supply partners is often more expensive than the item itself, so we do not ask you to return:

  • items priced under $15,
  • items that arrived defective, damaged or different from what you ordered.

For defective, damaged or incorrect items, email us within 30 days of delivery with your order number and a clear photo. We will refund you or send a replacement, your choice, and we cover any return shipping we ask for.

How refunds are paid

Refunds go back to your original payment method, for the price of the items. If we are at fault (defective, damaged, incorrect, or lost) we also refund shipping. For change-of-mind returns, original shipping is not refunded. We issue the refund within 7 business days after we approve it. Your bank or card issuer may take a few more days to show it. We do not force store credit.

Items we cannot take back

For hygiene reasons, items that have been opened or used (for example makeup tools, skincare tools and pierced jewelry) cannot be returned unless they are defective or incorrect. Gift cards are not refundable.

Late or lost orders

If your order is late or lost, see our Shipping Policy. You are entitled to cancel for a full refund if we cannot meet the delivery time we stated.

Exchanges

The fastest way to exchange an item is to return it and place a new order. For defective or incorrect items, we send a replacement directly.

Contact

PA ECOM SOLUTIONS LLC (trading as Loyana Beauty), 7901 4th St N STE 300, Saint Petersburg, FL 33702, United States. Email contact@loyanabeauty.com. Please do not send returns to this address without an RMA.