Refund policy
RETURN & REFUND POLICY
Last updated: 22 April 2026
Thank you for shopping with EraNova Beauté. We want you to be completely satisfied with your purchase. Please read our policy carefully before making a purchase.
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QUICK SUMMARY
• Return window: 30 days from delivery
• Condition: Unused, in original packaging
• Refund method: Original payment method or store credit
• Processing time: 5–10 business days after we receive the item
• Return shipping: Customer's responsibility (except for defective/wrong items)
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1. RETURN ELIGIBILITY
We accept returns within 30 days of the confirmed delivery date. To be eligible for a return, your item must:
• Be unused, unworn, and in the same condition as received
• Be in the original packaging with all tags, labels, and accessories included
• Be accompanied by proof of purchase (order confirmation email or receipt)
Items NOT eligible for return:
• Items marked "Final Sale" or "Non-Returnable" at the time of purchase
• Perishable goods, food, or consumable products
• Intimate apparel, swimwear, or pierced jewellery (for hygiene reasons)
• Digital products, downloadable software, or gift cards
• Customised, personalised, or made-to-order items
• Items returned after the 30-day window has passed
• Items that show signs of use, damage, or missing parts not caused by our error
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2. HOW TO START A RETURN
Step 1 — Email us at eranovabeaute@gmail.com within 30 days of delivery. Include your order number, the item(s) you wish to return, and the reason for the return.
Step 2 — We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and return instructions.
Step 3 — Pack the item securely in its original packaging. Write your RMA number clearly on the outside of the package.
Step 4 — Ship the item to the address we provide. We recommend using a trackable shipping service and keeping your tracking number.
Important: Returns sent without an RMA number may be refused or delayed. We are not responsible for items lost or damaged during return transit.
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3. REFUNDS
Once we receive and inspect your returned item, we will notify you by email. If approved, your refund will be processed within 5–10 business days.
Refund methods:
• Credit/Debit Card — refunded to the original card
• PayPal — refunded to your PayPal account
• Store credit — issued as a digital voucher (available upon request)
Please allow an additional 3–7 business days for your bank or payment provider to reflect the credit in your account.
Partial refunds may be issued for:
• Items returned showing obvious signs of use
• Items missing accessories, parts, or original packaging
• Items returned outside the 30-day window (at our discretion)
Non-refundable charges:
• Original shipping fees (unless the return is due to our error)
• Return shipping costs (unless the item is defective or incorrect)
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4. DEFECTIVE, DAMAGED, OR WRONG ITEMS
If you received an item that is defective, damaged in transit, or different from what you ordered, we sincerely apologise and will make it right.
Please contact us within 7 days of delivery at eranovabeaute@gmail.com and include:
• Your order number
• A description of the issue
• Clear photos showing the defect, damage, or incorrect item
We will arrange a prepaid return label at no cost to you, and offer a full refund or replacement — your choice. Please do not discard the item or its packaging until the issue is fully resolved.
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5. EXCHANGES
We offer exchanges only for defective, damaged, or incorrect items. We do not currently offer size or colour exchanges due to the nature of our order fulfilment process.
If you need a different size or colour, we recommend returning the original item for a refund and placing a new order.
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6. ORDER CANCELLATIONS
Orders may be cancelled within 12 hours of placement, provided they have not yet been dispatched. To cancel, email eranovabeaute@gmail.com immediately with your order number in the subject line.
Once an order has been shipped, it cannot be cancelled. You are welcome to return it after delivery by following the process in Section 2.
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7. LATE OR MISSING REFUNDS
If you have not received your refund within 10 business days of our approval email:
1. Check your bank account statement again.
2. Contact your credit card company or bank — processing times can vary.
3. If you have done both of the above and still have not received your refund, please contact us at eranovabeaute@gmail.com and we will investigate promptly.
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8. INTERNATIONAL ORDERS
For customers outside the UAE, please note:
• Customs duties, taxes, and import fees are the buyer's responsibility and are non-refundable
• Return shipping for international orders is at the customer's expense
• International returns may take longer to process due to customs clearance
• We recommend using a tracked and insured shipping method for all returns
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9. CONTACT US
If you have any questions about this policy, our team is happy to help.
Email: eranovabeaute@gmail.com
Response time: Within 2 business days
Business hours: Monday – Friday, 9:00 AM – 5:00 PM (GST)
We are committed to resolving every issue fairly and as quickly as possible. Thank you for choosing EraNova Beauté.