Returns Policy
AIOUA Webshop Return Policy
At AIOUA, we strive to provide our customers with an excellent experience when shopping for cosmetic products. However, we understand that sometimes situations may arise where a return is necessary. That is why we have created a clear returns policy to ensure that your returns process is smooth and easy. Below you will find all the details of our returns policy:
1. Cooling-off period
2. Returns Terms:
- For defective, damaged or incorrectly delivered products, you must contact our customer service within 14 days of receipt to arrange a return.
- For all other return reasons, such as allergic reactions, unopened or unused products, you must contact our customer service within 14 days of receipt to arrange a return.
3. Product Conditions for Returns:
- Products must be returned in their original condition, including all accessories, packaging and labels.
- Products must be unused unless they are defective or have caused an allergic reaction.
- For hygiene reasons, we do not accept returns on opened products unless they are defective or have caused an allergic reaction.
4. Return process:
To arrange a return, please contact our customer service team via email, WhatsApp or Live Chat. Please have the following information to hand:
- Your order number.
- Reason for return.
- Photos of any defects or damage (if applicable).
Upon receipt of your return request, our customer service team will review the request and provide you with further instructions on the return process. Once the return is received and inspected, we will process your refund or ship a replacement product, depending on your preference and product availability.
5. Refund Policy:
- Refunds will be processed using the same payment method used when placing the original order.
- Please note that it may take several days for the refund to appear in your account, depending on the processing time of your bank or credit card company.
6. Exceptions:
- Custom made products or products that have been specifically ordered cannot be returned unless they are defective or do not meet the specifications of your order.
- Cosmetic products whose seal has been broken cannot be returned for hygiene reasons, unless they are defective or have caused an allergic reaction.
7. Customer service:
If you have any questions about our return policy or need help returning a product, please feel free to contact our customer service. We are always here to help and make your experience with AIOUA Webshop as positive as possible.
This return policy is designed to provide transparency and convenience to our valued customers. We thank you for your trust in AIOUA and are always here to serve you.