Hello Claire,
We’re genuinely sorry to read that you feel this way. That’s never the experience we want anyone to have.
At the same time, for transparency, we have not been able to locate an order under your name, email, or details provided. We always investigate concerns thoroughly before responding, and without an order linked to our system, we are unable to verify the interaction or the refund request being described.
To clarify for anyone reading:
Our 100% Money-Back Guarantee applies within the stated period and does require basic verification when a product has been opened. This may include simple photo or video confirmation so we can assess concerns properly. This is not limited to colour matching. It also helps us evaluate texture, finish, application method, and product condition. These steps exist to prevent policy abuse and to keep things fair for all customers.
If a customer prefers not to complete the verification process or does not wish to return the product as outlined in the policy, a full refund cannot be processed. In some cases, as a goodwill gesture, we may offer a partial refund instead. That is not a replacement for the guarantee, but an alternative resolution when standard return conditions are declined.
We absolutely understand that makeup is personal and may not work for everyone. However, we do stand by the quality of our formula and by the fairness of our policies, which are clearly stated prior to purchase.
If this review relates to a legitimate order placed directly through vimacosmetics.com, we invite you to contact us with your order number so we can properly investigate and assist. We are always willing to help when we’re given the opportunity to review a verified purchase.
Warmly,
VIMA TEAM
Hello Tania,
Thank you so much for your lovely feedback! We’re so happy to hear that ordering was easy and that you felt well-informed throughout the shipping process — that peace of mind really matters.
It means a lot to know the foundation felt light and comfortable while still lasting all day, even in Queensland humidity (that’s a tough test!). We designed it to give breathable coverage that stays put without ever feeling heavy, so your experience is exactly what we hoped for.
We’re truly grateful you chose VIMA and that you’re enjoying the product.
With love,
VIMA Cosmetics
Buyer Beware. Terrible product and even worse customer service.
The foundation is extremely drying and caused skin irritation. The brush I purchased literally fell apart after a single use — it disintegrated when I washed it. I took photos immediately and sent them to the company.
When I first requested a return, the brush was still intact and sitting in a bowl drying. Instead of honoring their own return policy (which allows returns for “gently used products”), I was brushed off repeatedly. Over three emails, they avoided responsibility and even asked me to send a video of myself reapplying makeup after I had already explained it irritated my skin.
Eventually, they refused a refund altogether and said they would only accept the return if I could send back the brush — despite knowing it had fallen apart into wet pieces. That’s unreasonable and impossible.
I had no choice but to dispute the charge with my bank. The company has since claimed they will “fight the dispute fully.”
This is not how reputable businesses operate. Poor-quality products and customer service that appears designed to block refunds. Spend your money elsewhere.
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