Refund policy
RETURNS & EXCHANGE
We hope everyone loves our products as much as we do, but if you change your mind, you can return your items for free. Simply return the product in its original packaging within 30 days of receiving your order to get a refund/ exchange.
If you change your mind, because of hygeine requirements, we are only able to refund/exchange unopened and unused products with the original packaging still intact.
To start a return, you can contact us at support@aanacosmetics.com.com. If your return is accepted, we’ll send you a return shipping label, 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.
You can always contact us for any return question at support@aanacosmetics.com.
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
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item if required.
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. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If in the UK, you can do this by going to the Royal Mail Returns Portal and following the instructions on the site.
You will need your order number, name and address.
To find your order number, please refer to your order confirmation email. Your order number will be a mix of 16 letters and numbers, please do not include the dashes when entering your order number in the Royal Mail portal.
International Returns & Exchange
We hope everyone loves our products as much as we do, but if for any reason you do need to return something, we’ve made it as simple as possible.
Unfortunately, we are unable to offer free returns on international orders. If you wish to return items to us, please do so unopened and unused within 30 days to:
Aana Cosmetics
15 Neptune Court, Vanguard Way, Cardiff CF24 5PJ
Please ensure you include a note inside with your full contact details and order number.
International returns can take slightly longer to be received, therefore please allow up to 28 working days for your refund/exchange to be actioned. In the meantime, kindly obtain your proof of postage receipt for your records.
If you have refused to accept your order upon delivery any duties, customs and taxes levied by the country your order was shipped to will be deducted from your refund when the order is returned to us.