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Refund, Cancellation & Exchange Policy

Refund, Cancellation & Exchange Policy

  1. Important Note
    This policy must be customized based on your business activity and product/service type.
    If you do not offer refunds, cancellations, or exchanges, you must clearly state this below to avoid misunderstandings and disputes.

    1. Refund Policy

    We offer refunds under the following conditions: Refunds for unused products returned within 3 days of delivery, and refunds for damaged, defective, or incorrectly delivered products, subject to the conditions below.

    Refunds may be granted in cases such as:

    • The wrong product was provided
    • The product is defective
    • The product was damaged during shipping
    • The product was tampered with

    To be eligible for a refund, you must notify us within 3 days of receiving the product, along with supporting evidence (e.g., photos, proof of issue).

    Approved refunds will be processed to the original method of payment within 5–10 business days, depending on the issuing bank or payment provider.

    Exceptions (if applicable):
    Refunds may not be available for certain items, including but not limited to:

    • Perishable or sensitive goods (e.g., food, hygiene products)
    • Customized or personalized items
    • Digital products or services once delivered
    • Used brushes; brushes removed from sealed packaging; hygiene-sensitive products; sale or final sale products; gift cards
    1. Cancellation Policy

    Orders may be canceled within before the order is processed from the time of purchase, provided that:

    • The order has not yet been processed, shipped, or fulfilled
    • The product is not customized or already in preparation

    Cancellation requests must be submitted through email, WhatsApp, Instagram DM, or the website contact form.

    Important:

    • If no cancellation is allowed, this must be clearly stated:
      “We do not accept cancellations once an order is placed.”
    • Customized or personalized orders are typically non-cancellable once processing has started.
    1. Exchange Policy

    We offer exchanges under the following conditions: Exchanges are offered only when the wrong product was delivered or the product is defective or damaged.

    Exchanges may be accepted if:

    • The wrong product was delivered
    • The product is defective or damaged
    • The item does not match the description

    Requests for exchange must be made within 3 days of delivery.

    Items must be returned in unused and unopened, unless defective.

    Exclusions (if applicable):

    • Perishable goods (e.g., food)
    • Customized or personalized items
    • Items marked as final sale
    1. General Conditions
    • Customers are responsible for return shipping costs, unless the issue is due to our error, in which case Arzéa will cover the applicable return or replacement shipping costs unless the issue is due to our error.
    • We reserve the right to inspect returned items before approving refunds or exchanges.
    • This policy is provided to clearly inform customers of their rights and responsibilities prior to purchase.
    1. Contact

    For any refund, cancellation, or exchange requests, please contact us at:
    info@arzea.co

    ADDITIONAL ARZÉA POLICY DETAILS

    Website: www.arzea.co

    Arzéa currently ships to Lebanon and the UAE, with plans to expand worldwide.

    Tracking information is provided for international orders.

    For international orders, customers are responsible for applicable customs duties, taxes, and import fees imposed by their destination country.

    Customers may cancel an order before it has been processed. Cancellation requests may be submitted by email, WhatsApp, Instagram DM, or the website contact form. Customized or special orders cannot be cancelled once processing has started.

    Refund requests for unused eligible products must be made within 3 days of delivery. Refunds are also available for wrong, defective, or shipping-damaged products when reported within 3 days. Customers must provide photos, an order number, proof of purchase, and a video of the unboxing where applicable.

    Products that appear tampered with are not eligible for a refund. Refunds are not available simply because a customer changed their mind.

    Exchanges are only available for wrong, defective, or damaged products and must be requested within 2 days of delivery. Eligible products must be unused and unopened. If the issue was caused by Arzéa, Arzéa covers the applicable return or replacement shipping costs. If a replacement is unavailable, the customer may choose another product.

    Arzéa products are intended for both personal consumers and professional makeup artists. Arzéa may add additional beauty products to its product range in the future.

    The website uses WooCommerce. Customers may create accounts. The website may use Meta Pixel, Google Analytics, TikTok Pixel, and cookies for essential functionality, analytics, and advertising/retargeting. Marketing communications may be sent after purchase, and customers may opt out where applicable.

    Contact: info@arzea.co | Phone/WhatsApp: 79051190