Return & Refund Policy
At IKIAURA, we want you to have a great shopping experience. Please read our return and exchange policy carefully before placing your order.
1. Return & Exchange Eligibility
Due to the hygienic nature of skincare products, we only accept returns or exchanges in the following cases:
- You received the wrong product.
- You received a damaged product.
- The product was defective upon arrival.
- The product was damaged during delivery.
We do not accept returns or exchanges if the product has been opened, used, tested, or tampered with.
2. Unopened Products
If you receive an unopened product and want to return it for another eligible reason, please contact us within 3 days of delivery.
The product must be:
- Unused and unopened
- In its original packaging
- In resalable condition
Return approval is subject to inspection.
3. Damaged or Wrong Products
If your parcel arrives damaged or you receive the wrong product, please contact us within 24 hours of delivery.
Please send:
- Your order number
- Clear pictures of the product
- Clear pictures of the packaging
- A short video of the parcel/product, if requested
After verification, we may offer a replacement or refund.
4. Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be processed through the applicable payment method or another mutually agreed method.
Shipping charges are generally non-refundable unless the return is due to an error on our part or a damaged/defective product.
5. Order Cancellation
Orders can only be cancelled before they are dispatched.
Once an order has been dispatched, it cannot normally be cancelled.
6. Refused or Unclaimed Parcels
If a customer refuses to accept an order or fails to collect the parcel, any applicable shipping, return, or handling charges may be deducted from the refund amount.
7. How to Request a Return
To request a return or exchange, contact our customer support with your order number and relevant pictures/videos.
Our team will review your request and guide you through the process.
8. Important Note
We recommend checking your parcel immediately after delivery. Please do not throw away the original packaging until you have confirmed that your order has arrived safely and correctly.
IKIAURA reserves the right to refuse a return or exchange that does not meet the conditions stated in this policy.
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