Refund policy

Thank you for your purchase. If you’re not fully satisfied or need an exchange, please review the guide below for a quick and easy process.


Request Window

  • You may request a return or exchange within 30 days of delivery.

  • EU orders: A 14-day cooling-off right applies by law.


Return Eligibility

To qualify for a return, the item must meet all of the following:

  • Unopened & Unused: Safety seal intact; item in new condition.

  • Original Packaging: Outer box and all internal packaging must be preserved.

  • Proof of Purchase: Order receipt or verifiable order details.

Fees

  1. Product defect or wrong item

    • Outcome: Full refund or replacement.

    • Costs: We cover all costs, including round-trip shipping.

  2. Change of mind

    • Outcome: Refund minus round-trip shipping.

    • Deduction: $12 USD by default (may vary by country/region; final amount will be confirmed in your approval email).

    • Note: Original shipping fees (if any) are non-refundable.


How to Return

  1. Submit a request

    • Click “Request a Return” from your Order History page.

  2. Review & approval

    • Our team will review your request and notify you by email (you can also check the status on the Order History page).

  3. Ship the item

    • If approved, print the Return Authorization Slip and Return Label from our email.

    • Pack the product with the authorization slip inside, and attach the return label to the outside of the box before shipping.

  4. Refund processing

    • Once the returned item arrives and passes inspection, we’ll start the refund.

    • Refunds are processed within 5–10 business days.


Exchange guidance

We don’t process direct exchanges. Please return for a refund first, then place a new order for the item you want.


Refund Method

Refunds are issued to the original payment method by default.


Non-Returnable / Non-Exchangeable Items

  • Final Sale items (e.g., products marked “Final Sale,” clearance, discontinued)

  • Gift cards

  • Opened or used cosmetics and skincare products (for hygiene/safety reasons)

  • Purchases made outside the official website (e.g., Amazon, Sephora, etc.—please follow the retailer’s policy)

Shipping & Order Policies

  • Damaged or wrong items: Report within 7 days of delivery with clear photos for assessment.

  • Lost or stolen packages: If tracking shows “Delivered,” we are not responsible for theft or loss after delivery.

  • Incorrect address / undeliverable: If an order is returned due to an incorrect or incomplete address, refunds or free reshipments are not available. (Reshipment may be possible at the customer’s expense.)

  • Shipping delays: We do not refund for delays caused by force majeure such as severe weather, customs, or carrier disruptions.

Pricing

  • Prices may change due to promotions or seasonal events.

  • We do not offer price adjustments or refunds for orders placed before a promotion.

Exceptions & Unforeseen Events

In rare cases (e.g., natural disasters, strikes), order processing or delivery may be delayed. We will notify you promptly and propose alternatives where possible.


Customer Support

For any questions regarding returns or refunds, please contact us at contact@ameliheva.com.