Refund policy
Azura Solace offers a 30-day money-back guarantee. If you are not satisfied with your results, you may request a refund within 30 days of the delivery date. To be eligible for a refund, customers must submit a Refund Request Form (pdf) as well as any type of additionally required documentation (listed in the pdf file).
Please note that we cannot accept returns on sale items or gift cards.
The following can be expected for the Refund Request:
- Documented Use: Customers must provide proof of consistent use of the product for a minimum of 21 consecutive days. This includes: Usage Log, date-stamped photos of the product being used, a clear photo of the remaining product(s) at the time of refund request, and clear before/after images of your skin(face), hair, and nails (must be at least 3 weeks apart with a minimum of 6 images --> one before/after for each area.
- Results Review: A brief written summary (3-5 sentences of your experience with the product, including any results or issues encountered.
- Submission Requirements: All documentations must be submitted via email to info.azurasolace@gmail.com in one single email along with your Order number. When submitting your Refund Request, please use the following E-mail format:
To: info.azurasolace@gmail.com
Subject: Refund Request Form - (Insert Order #)
PLEASE NOTE: To receive a copy of the Refund Request Form (pdf), please contact customer support via email info.azurasolace@gmail.com
Once the documentation is received, our team will review your request. If approved, we will issue a refund to the original payment method. Return of the physical product is not always required but may be requested based on individual case review.
If your return is accepted, we’ll send you a return shipping label (if need be), as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Refunds will not be issued for:
- Incomplete or missing documentation
- Requests submitted after 30 days of delivery
- Multiple refund requests for the same product from the same customer
We reserve the right to deny any refund requests that do not meet the above criteria.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info.azurasolace@gmail.com