First: Scope of the Policy
This policy applies to all purchases made from the Aiora store through electronic channels, in compliance with applicable regulations, rights, and approved warranties.
Second: Exchange PolicyRequest period: Exchanges can be requested within 7 days of receiving the order, provided the product is unused and in its original condition.
Exchange conditions:
- The product must be in its original, unused condition
- Original packaging and safety seal (if any) must be intact
- Order number or invoice must be provided
- The store has the right to inspect the product before approval
Shipping costs:
- Customer’s request: the customer bears shipping costs
- Store error / damage / mismatch: the store covers all costs
Exchange depends on product availability. Any price difference will be settled accordingly.
Third: Return & Refund Policy
Request period: Returns are allowed within 7 days of receipt, provided the product is unused and unopened.
Return conditions:
- Product must be unused and in original condition
- Full original packaging must be included
- Order number or invoice must be provided
- Approval after inspection by the store
Shipping costs:
- No store error: customer bears shipping costs
- Store error / defect / mismatch: store covers all costs
Fourth: Non-Returnable / Non-Exchangeable Products
- Personal care and cosmetic products after opening or use
- Customized products made upon customer request
- Any product that has been used or whose safety seal has been removed
Exceptions apply in cases of damage, error, or product mismatch.
Fifth: Defective or Non-Conforming Products
If a defect or mismatch is confirmed, the following applies:
- Exchange, refund, or compensation depending on the case
- The store covers all costs after verification
Sixth: Request Procedure
Customers must contact customer service and provide:
- Order number
- Reason for the request
- Clear photos in case of issues
It is preferred to report within 48 hours in case of shipping damage.
Seventh: Refund Processing
- Refunds are processed within up to 14 business days
- Refunds are issued via the original payment method or as agreed
- Shipping fees are non-refundable if there is no store error
Eighth: Quality Commitment
At Aiora, we are committed to providing authentic products that meet specifications and handling all complaints seriously in accordance with relevant authorities.
Important Notes:
- Cosmetic products cannot be returned after opening for health and safety reasons
- The store has the right to inspect products before approving any request
- Providing an invoice or order number is mandatory
