At Bellacian, we want you to be completely satisfied with your purchase. We understand that sometimes a product may not be exactly what you expected. This Refund and Return Policy outlines our guidelines for returns and refunds.
1. Eligibility for Returns
To be eligible for a return, please ensure that the following conditions are met:
- Timeframe: You must request a return within 7 days of receiving your order.
- Condition of Products: The products must be unused, unopened, and in their original packaging with all seals intact. We cannot accept returns on products that have been opened, used, or tampered with due to hygiene reasons.
- Proof of Purchase: You must provide a valid proof of purchase, such as your order confirmation email or receipt.
- Exclusions: Certain items may be non-returnable for hygiene reasons, unless they are faulty. These may include lip products, mascaras, eyeliners, etc. This will be clearly stated on the product page at the time of purchase.
2. How to Initiate a Return
To initiate a return, please follow these steps:
- Contact Us: Email our customer support team at return@bellacian.com with your order number, the name of the products you wish to return, and the reason for the return. Please attach any relevant photos if the product is damaged or incorrect.
- Return Authorization: Our customer support team will review your request and, if eligible, provide you with a Return Authorization (RA) number and instructions on how to return the products.
- Packaging and Shipping: Carefully package the products in their original packaging to prevent damage during transit. Clearly write the RA number on the outside of the package. You will be responsible for the return shipping costs unless the return is due to a faulty or incorrect item (as outlined in Section 4). We recommend using a trackable shipping service to ensure your return is received.
3. Inspection and Processing of Returns
Once we receive your returned products, our team will inspect them to ensure they meet the eligibility criteria outlined in Section 1.
- Approval: If the return is approved, we will process your refund or exchange as per your request (subject to availability for exchanges).
- Rejection: If the returned products do not meet the eligibility criteria, we reserve the right to refuse the return and may send the products back to you at your expense.
4. Refunds
If your return is approved for a refund:
- Refund Method: The refund will be processed to the original payment method used for the purchase.
- Refund Timeframe: Please allow 7-10 business days from the date we receive the returned products for the refund to be processed and reflected in your account. Processing times may vary depending on your bank or payment provider.
- Shipping Costs: Original shipping costs are non-refundable unless the return is due to a faulty or incorrect item sent by us. In such cases, we will also cover the return shipping costs (please follow the instructions provided by our customer support team).
5. Exchanges
If your return is approved for an exchange:
- Availability: Exchanges are subject to the availability of the requested product.
- Processing Time: Once the returned item is received and approved, we will process the exchange and ship the new item to you within 2-3 business days.
- Shipping Costs for Exchange: If the exchange is due to a faulty or incorrect item sent by us, we will cover the shipping costs for sending the replacement. For other exchanges, you may be responsible for the shipping costs of the replacement item.
6. Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us immediately upon receipt (within 48 hours). Please provide your order number and clear photos of the damaged or incorrect product. We will work with you to resolve the issue, which may include a replacement, exchange (subject to availability), or a full refund, including any applicable shipping costs.
7. Contact Us
If you have any questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact us at:
A: Al Warqa 1, Dubai, UAE
E: sales@bellacian.com
P: +971 501 786544
