Return Policy
At Pacifica, your satisfaction is our top priority. Please see our detailed return process outlined below.
Returns are accepted within 30 days of receipt of products if they qualify (as per Pacifica Beauty Policy in it’s entirety) from the pacificabeauty.com website only. We do not accept returns from other retailers such as Target or ULTA. Items purchased from a Pacifica retail partner will not be accepted. Samples & free gifts with purchase are not returnable. If you receive a promotional item with purchase, you will be charged for these promotional items if you return the qualifying item. We cannot accept returns from outside of the US or from Puerto Rico, Alaska, or Hawaii. Shipping charges are non-refundable for any reason.
Once your order has been placed, it cannot be canceled or changed in any way. If you have an incorrect address, you will need to contact the courier.
Price adjustments:
- Pacifica does offer price adjustments on purchases made within 4 days before a markdown or sale.
- If you have forgotten a discount code and it is within 4 days of your order, we can adjust your order to reflect the code or sales promotion.
The following items are ineligible for return, refund, or exchange:
- All Last Call Items are Final Sale. No Returns, Refunds, or Exchanges. No Exceptions.
- If you placed your order using the wrong address, we will not be able to replace or refund your order.
- Bundles are final sale and ineligible for return.
- Subscriptions: No refunds will be issued for subscription orders once your order has shipped. You need to cancel your order two weeks ahead of shipping. Please visit our Subscriptions page for detailed instructions on managing your subscription. We will not be able to refund your subscription if you fail to change your address when you move at least 2 weeks before it is delivered. Your address needs to be changed in both the subscription and your Customer information as well. We will not replace misdelivered packages because your address was not changed
If our online return center has declined a return for any reason, you will receive an email from us. If your return has been reviewed it may be rejected for one or more of the following reasons.
- The item you want to return has been repurchased after a previous duplicate item has been refunded in the past.
- The item is more than ¼ used.
- If a customer says the product is not what they expected when they have already purchased the product on previous orders.
- Refunds are capped at $50 per order (and per customer)for all purchases ordered within a 36 hour period of time from the last order.
- Multiple return requests from the same customer require pre-approval. If approval is not granted, a refund will not be issued.
- The customer placed an order to the wrong address.(other than what is on their account)
- The product is not in our return time limit for returns.
- The product is a Last Call or Bundle FINAL SALE item.
- The customer has a history of multiple refunds or exchanges
- The return value on the order is over $50. ($50 limit per return)
- We will not replace or refund an order that is sent to an old address if the customer did not update their address before placing the order.
- Pacifica Beauty is not liable to replace or refund an order that was delivered to the address on the label given by the customer at the time of order. Special delivery notes do not constitute the liability of Pacifica Beauty to replace stolen orders after delivery. The customer must turn in a claim to the carrier.
Canadian Returns/Exchanges
We’re sorry, but we don’t offer returns, refunds or exchanges for items shipped to Canadian addresses. If you need assistance with an order, please email us at support@pacificabeauty.com.
Failed Delivery Attempts
If you or the recipient are not at the shipping address provided when your order arrives, it is the shipping carrier’s discretion to decide whether a package is safe to drop off or not. If your carrier leaves you a door tag upon delivery and you refuse the tag’s request, we will not issue a refund or replacement for orders. It is the customer’s responsibility to make arrangements with the carrier to receive their order.
Returns
If your return needs to be shipped back for any reason because you have made multiple green returns or any approved full return reasons, you will need to pay the shipping unless otherwise approved. Once your order is received, your refund will be processed and automatically applied to your original form of payment within 5 business days. Depending on your payment company, it may take up to 14 business days after your credit is applied for it to be posted to your account.
If you ship your order back to us without approval, or refuse delivery of your order, Pacifica Beauty is not responsible to refund or replace your order.
When making your return, you may opt to receive a gift card instead of a refund to your credit card using our return portal. The gift card will include an extra 10% to spend on your next order on pacificabeauty.com if it is made on the portal. If the portal requires you to go to customer support and will not let you return, the CSR person will help you with your request.
Lost, stolen or damaged packages
Contact Customer Support for Lost, Stolen, or damaged packages. (If an order has been correctly delivered and documented by the carrier, then Pacifica Beauty is not able to replace or refund your order. You can turn in a claim with the carrier; however, packages stolen from your drop off location cannot be claimed with your carrier if there is proof of delivery with a photo at your address.
Please notify our support team for lost delayed, or damaged packages You can contact us at support@pacificabeauty.com or via our chat widget in the lower right-hand corner. Our customer service agents are available M-F 6am-10pm PST.
CLAIMS
ALL claims for lost OR damaged or delayed orders contact support@pacificabeauty.com.
Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 3 business days from when it was marked delivered.
Claims will be reviewed no earlier than 2 business days and no later than 30 business days from when it was marked delivered.
If an order has been correctly delivered and documented by the carrier, then Pacifica Beauty is not able to replace or refund your order. You can submit a claim with the carrier; however, packages stolen from your drop-off location cannot be claimed with your carrier, even if they have documentation that they delivered it correctly.
Exchanges:
We no longer offer exchanges for any reason.
Have a question for our Customer Service Team?
Customers in the United States can reach our customer service team at support@pacificabeauty.com Our customer service agents are available M-F 6am-10pm PST.