At Alwanix, customer satisfaction is our top priority. We are committed to providing high-quality skincare products and ensuring that every customer has a positive shopping experience. We carefully handle and inspect orders before dispatch to maintain our quality standards.
However, if you are not satisfied with your purchase or receive a damaged, defective, or incorrect item, we are here to help.
Please read our Return & Refund Policy carefully to understand the conditions, procedures, and requirements for requesting a return.
1. 14-Day Return Period
We offer a 14-day return period from the date you receive your order.
If you wish to return an eligible product, you must contact our customer support team within 14 days of receiving your order.
Requests submitted after the 14-day period may not be accepted unless required by applicable law.
2. Eligibility for Returns
To qualify for a return, your item must meet the following conditions:
- The product must be unused and unopened.
- The product must be in its original packaging.
- All original labels, seals, and accessories must remain intact.
- You must provide proof of purchase, such as an order confirmation or receipt.
- The return request must be submitted within 14 days of delivery.
Important: For hygiene, safety, and skincare product protection reasons, opened, used, or tampered-with products may not be eligible for return, except where the item is damaged, defective, incorrect, or otherwise covered by applicable consumer protection laws.
3. Damaged, Defective, or Incorrect Items
We take great care to ensure that every order is properly packed and delivered. However, if you receive a damaged, defective, or incorrect item, please contact our support team promptly for assistance.
To help us resolve the issue as quickly as possible, please provide:
- Your order number.
- Clear photographs or videos showing the damaged, defective, or incorrect product.
- A brief description of the issue.
- Your contact information.
Our support team will review your request and guide you through the appropriate return, replacement, or refund process.
We aim to resolve such issues fairly and efficiently.
4. Non-Returnable Items
Certain products may not be eligible for return due to hygiene, safety, or product protection considerations.
These may include:
- Skincare products that have been opened or used.
- Products with broken or removed safety seals.
- Products damaged due to improper handling after delivery.
- Items returned without their original packaging.
- Products purchased under special final-sale conditions, where legally permitted.
This section does not limit your rights regarding products that arrive damaged, defective, incorrect, or do not meet applicable legal requirements.
5. How to Request a Return
If you would like to request a return, please follow these simple steps:
Step 1: Contact Our Support Team
Send an email to info@alwanix.com with the subject line "Return Request".
Step 2: Provide Your Order Details
Include your order number, purchase date, product name, and reason for requesting a return.
Step 3: Wait for Approval
Our customer support team will review your request and inform you whether your return is eligible.
Step 4: Follow Return Instructions
If your request is approved, we will provide the necessary instructions and return shipping details.
Step 5: Send the Product Back
Carefully pack the eligible product in its original packaging and send it to the return address provided by our support team.
Please do not send any product back before receiving confirmation and return instructions from us.
6. Refund Policy
Once your returned product has been received and inspected, we will notify you about the approval or rejection of your refund.
If your refund is approved:
- The refund will be processed through an appropriate payment method.
- The processing time may vary depending on your payment provider or financial institution.
- You will receive confirmation once your refund has been initiated.
Please note that it may take additional time for the refunded amount to appear in your account.
7. Replacement Policy
If you receive a damaged, defective, or incorrect product, you may be eligible for a replacement, subject to product availability and applicable consumer protection laws.
Our team will review your complaint and determine the most appropriate resolution.
If a replacement is unavailable, we will discuss alternative solutions, which may include a refund.
8. Return Shipping Charges
Return shipping arrangements and costs will depend on the reason for the return.
- Damaged, defective, or incorrect products: Alwanix will arrange or cover reasonable return shipping costs, as applicable.
- Change of mind: The customer may be responsible for return shipping costs.
- Approved returns: Our support team will communicate the applicable shipping arrangements before you send the product.
We aim to make the return process as simple and convenient as possible.
9. Order Cancellation
If you wish to cancel your order, please contact our support team as soon as possible.
Cancellation requests may be accepted if the order has not yet been processed or dispatched.
Once an order has been shipped, cancellation may no longer be possible. In such cases, you may contact us to discuss the available return options under this policy.
10. Important Return Guidelines
To ensure a smooth return experience, please keep the following points in mind:
- Always retain your order confirmation until your order is fully resolved.
- Contact us within the specified 14-day return period.
- Do not return products without prior approval and instructions.
- Ensure that products are securely packaged before shipping.
- Provide accurate information when submitting a return or refund request.
Alwanix reserves the right to review return requests and verify the condition of returned products before approving a refund or replacement, subject to applicable consumer protection laws.
11. Contact Us
If you have any questions, concerns, or requests regarding returns, refunds, or replacements, our customer support team will be happy to assist you.
Business Name: Alwanix
Email: info@alwanix.com
Return & Business Address:
Shop No. 13, Islam Pura Kamir,
District Sahiwal, Punjab, Pakistan.
Return Period: 14 Days from the date of delivery.
We appreciate your trust in Alwanix and thank you for choosing us for your skincare needs.
Alwanix – Your Beauty, Our Commitment.