Return & Refund Policy

Before Shipment: you can cancel at any point before your order is dispatched. Email getinfo@riptideon.com with your order number and we’ll confirm the cancellation and issue a full refund to your original payment method.

After Shipment: once your order has left our warehouse, cancellation is no longer possible — but you’re welcome to return the items once they arrive, following the process set out below.

If you are based in the EU, you have a statutory right to cancel your order within 14 calendar days without providing a reason. The 14-day window begins from the day you (or a person you designate) takes physical possession of the goods, or for orders delivered in multiple parcels, from the day you receive the final item.

Exceptions:

• Custom or Personalised Items: products made or adapted to your individual specifications.
• Sealed Hygiene Items: beauty or skincare products sealed for hygiene reasons that have been opened after delivery.

Due to the nature of beauty and cosmetic products, the following are not eligible for return or exchange once opened or used:

• Lip products: lipsticks, lip glosses, and lip liners
• Complexion products: foundations, concealers, and colour-correctors
• Eye products: mascaras, eyeliners, and eyeshadows
• Face colour: blushes, bronzers, and highlighters
• Skincare items that have been opened or partially used
• Any product where the original hygiene seal has been broken
• Items purchased during final sale or clearance events
• Gift cards

Items that arrive damaged or defective are exempt from this restriction — see the section below.

For eligible items, returns must be requested within 14 days of the delivery date. Once we confirm your return, you have a further 14 days to send the items back. Returned items must be unused, unwashed, and unaltered, with all original tags still attached, and packed in the original packaging where possible.

1. Contact Us: email getinfo@riptideon.com with subject line Return Request – Order #[YOUR ORDER NUMBER], including the item(s) you wish to return and your reason.
2. Prepare Your Package: use the original packaging where possible, keep all tags attached, and pack items securely to avoid damage in transit.
3. Ship Your Return: send your parcel to the return address below using a tracked shipping service. Forward your tracking number to getinfo@riptideon.com once dispatched.

Please do not send items back without first receiving confirmation from our team, as unauthorised returns may not be processed.

Please do not ship returns until you have received written confirmation of this address from our team.

If your order arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery at getinfo@riptideon.com with subject line Damaged Item – Order #[YOUR ORDER NUMBER]. Please include your order number, clear photos showing the issue, and a brief description of the problem. We aim to respond within 48 hours and will arrange either a full refund (including shipping costs) or a free replacement with a prepaid return label.

• Processing Time: we inspect and process returns within 72 hours of receiving them at our warehouse.
• Refund Timeline: once inspection is complete, your refund will be issued within 14 business days, subject to your bank’s processing time.
• Refund Method: refunds are returned to the original payment method used at checkout.

Haven’t received your refund yet? Check with your bank or card provider first, as processing times vary. Still need help? Reach us at getinfo@riptideon.com.