Refund and Return Policy
Returns will only be accepted for products that have been damaged in transit or products that have physical defects or in case of an incorrect product being shipped.
Should you wish to return all or part of your order, you need to inform us within 24 hours of receipt of the products by writing to us on support@aaeenaskincare.com with the following details:
1. Order Number
2. Invoice number
3. Details of your request or complaint
4. Images or videos to support the complaint with Batch details clearly visible as below, without which we cannot process the request
5. In case the product is not sealed/ leakage/ broken – clear images or video of the non-sealed/ leaking/ broken products along with clear images or video of spillage (if any), carton, and outer packaging images too. Please also send images to show the seal has been tampered with if that is the claim along with the above
6. In case the product received is empty or the volume of the product is less or the product is missing in the package or a wrong product has been delivered – clear images or video of the empty/ faulty/ product with less volume/ or the product missing/ or wrong product delivered along with clear images or video of spillage (if any wherever applicable), carton and outer packaging images too.
COD Orders:
1. ‘COD’ orders cannot be refunded in the original mode of payment. It can only be refunded via brand gift cards or bank transfers.
2. If a ‘COD’ order is returned due to unavailability to take delivery or any other reason, we will reship the same order only if the order gets converted to a prepaid order.
3. If a customer refuses to deliver a ‘COD’ order more than twice, for whatever reason, he/she would not be eligible for ‘COD’ for all future orders and can place prepaid orders on the website.
4. For ‘COD’ orders/payments, the refund will be issued within 48 business hours after receiving the products and email with complete bank details where the refund has to be remitted. It may take additional 2-3 business days for the amount to reflect in your bank account.
Return Procedure
1. Once all the details via email are received, it would take our team 3 working days to revert to the complaint/ query/ issue.
2. Returns will not be accepted if the product has been used and/or the seal has been broken for the product and/or the serial number has been tampered with.
3. On receipt of the returned product, we will proceed to inspect the same and validate the claim.
4. Once approved as an eligible return, a refund or replacement will be issued. If the product is found to be ineligible for return, the product will be couriered back to you.
If you made an online payment, we would refund the amount back to the original source (debit/credit card, bank, wallet, etc.) within 7 – 10 business days of receiving the request from you.
Cancellation Policy
Your order can only be cancelled if it has not yet been shipped. To cancel, please write to our customer support team on EMAIL ID within 24 hours of placing the order.
In such cases, the order will be cancelled and we will refund the amount in the original source (debit/credit card, bank, wallet, etc.) within 7 – 10 business days after the cancellation request has been acknowledged.
Orders once shipped cannot be cancelled.
