Refund policy
Refund & Return Policy
AVÉLIQ Last updated: [DATE]
We want you to be satisfied with what you buy from us. This page explains when you can return an order, how to do it, and when you'll get your money back.
Nothing in this policy limits the rights given to you by Egyptian Consumer Protection Law No. 181 of 2018.
Your right to return
You may return an eligible product within 14 days of receiving your order.
Because our products are cosmetics applied to the skin, returns are subject to the hygiene conditions below. This is a standard and lawful restriction — but it does not apply where a product is faulty, damaged, expired, or not what you ordered.
What can be returned
Unopened products — returnable for any reason. The product must be unused, with its outer seal and any protective film intact, in its original packaging, and in resalable condition. You don't need to give us a reason.
Faulty, damaged, expired, wrong, or missing items — always returnable. If we sent the wrong product, the product arrived damaged, the batch has expired or is close to expiry on arrival, or something is missing from your order, we will replace it or refund it in full. We also cover the cost of returning it. Contact us within [NUMBER] days of delivery with photographs.
Opened products — not returnable for change of mind. Once a seal is broken we cannot resell a cosmetic product, so we can't accept it back simply because you changed your mind. The exceptions above still apply.
If a product irritates your skin
Stop using it immediately and contact us.
Cosmetic products can cause a reaction in some people even when correctly formulated and correctly used. If you experience persistent redness, burning, swelling, or any reaction that concerns you, stop use and speak to a pharmacist or doctor. Seek medical attention urgently if you have difficulty breathing or significant swelling.
Contact us at [EMAIL] with your order number and a description of what happened. We review these case by case and will tell you what we can offer. Please keep the product — we may ask for the batch number printed on the packaging.
This isn't a substitute for medical advice, and we can't diagnose a skin reaction by email.
How to start a return
- Email [EMAIL] or message [WHATSAPP NUMBER] within 14 days of delivery.
- Include your order number, which items you're returning, and why. Attach photographs if the item is damaged, wrong, or expired.
- We'll confirm whether the return is accepted and arrange collection or give you a return address.
Please don't send anything back before contacting us — unannounced returns can't be traced to your order and may not be refundable.
Who pays for return shipping
| Reason for return | Return shipping paid by |
|---|---|
| Damaged, faulty, expired, wrong or missing item | AVÉLIQ |
| Change of mind (unopened) | Customer |
[DECISION NEEDED] Confirm this split. Many Egyptian D2C brands absorb return shipping on change-of-mind returns as a trust signal; others deduct it from the refund. Whichever you choose must be stated here and applied consistently.
Refunds
Once we receive and inspect your return, we'll email you to confirm whether it's approved.
Approved refunds are issued within 14 days of us receiving the item.
If you paid by card, the refund goes back to the same card. Depending on your bank it can take a further 5–14 business days to appear.
If you paid Cash on Delivery, there is no card to refund, so we'll ask you for bank transfer details or a mobile wallet number in the name of the person who placed the order. We'll never ask for your full card number, PIN, CVV, or online banking password — if anyone claiming to be from AVÉLIQ asks for these, it is not us.
Refunds cover the price of the returned products. The original shipping charge is refunded only where the return is our fault, or where you are cancelling the entire order within the 14-day period.
Exchanges
We can exchange an unopened product for a different item in our range. Contact us and we'll arrange it. If the replacement costs more, we'll send a payment link for the difference; if it costs less, we'll refund the difference.
The fastest route is usually to return the original for a refund and place a new order.
Cancelling before dispatch
If your order hasn't shipped yet, we can cancel it and refund you in full. Contact us as quickly as possible — once a parcel is with the courier, it has to go through the return process above.
Contact
[LEGAL ENTITY NAME] [REGISTERED ADDRESS] Email: [EMAIL] Phone / WhatsApp: [NUMBER] Commercial Register: [NUMBER] · Tax Registration: [NUMBER]
If we can't resolve a complaint, you may contact the Egyptian Consumer Protection Agency (جهاز حماية المستهلك) on 19588.