Return Policy

Return & Replacement Policy

 

At Arovana, we care deeply about your skincare experience and product quality.

We care deeply about your skincare experience and product quality. Every order is carefully inspected before dispatch. However, if you receive a damaged, defective, or incorrect item, we will be happy to assist you.

Due to the hygienic and personal nature of skincare products, we maintain a limited return and replacement policy to protect both our customers and product safety standards.

 

 

3-Days Replacement Guarantee

 

Customers may request a replacement within 3 days of receiving their order if:

• You received the wrong product
• The product arrived damaged, leaked, or defective
• The item was missing from your order

To initiate a replacement request, please contact our support team within 3 days of delivery and provide:

• Your order number
• Clear photos or videos of the issue

Once verified, Arovana will arrange a replacement at no additional cost. Shipping costs for approved replacement requests will be borne by Arovana.

 

Products Not Eligible for Return or Replacement

Due to the hygienic nature of skincare products, we do not accept returns or replacements for:

• Opened or used skincare products
• Products damaged due to misuse, improper storage, or mishandling
• Change-of-mind purchases after opening the product
• Skin reactions, allergies, or sensitivities, as individual skin types may respond differently to skincare products.
• Requests submitted after 3 days of delivery.
• Products purchased on sale or clearance are also not eligible for return or replacement, except where the wrong product was delivered, the product arrived damaged, leaked, defective, or an item was missing from the order.

 

Change of Mind Returns

If you wish to return a product due to personal preference or a change of mind:

• The return request must be submitted within 3 days of delivery.
• The product must be unopened, sealed, unused, and in its original packaging.
• Return shipping costs will be the responsibility of the customer.

After the returned item is received, inspected, and approved, Arovana may issue either:

• Store Credit equal to the eligible refundable amount, or
• A refund to the original payment method (where applicable).

 

Important: Original shipping and handling charges are non-refundable. For orders that qualified for free shipping (such as orders having more value to get free shipping offers by Arovana), the applicable shipping and handling charges associated with the order will be deducted from the refundable amount.

In addition, a deduction of 5% of the product value may be applied to cover Withholding Tax, payment processing, and related transaction charges incurred on completed orders. This deduction is calculated on the Order Value only and does not apply to shipping charges.

These deductions apply only to Change of Mind returns and do not apply to returns approved due to damaged, defective, incorrect, or incomplete items.

Refunds or store credits are issued only after the returned item has been inspected and approved by our team.

Processing Time

Approved replacement requests and store credit requests are typically processed within 5–7 working days after verification and, where applicable, receipt and inspection of the returned item.

 

Contact Us

For any concerns regarding your order, please contact our customer support team and include your order number for faster assistance.

To request a return or replacement, please contact our support team before sending any item back.

Arovana reserves the right to refuse returns that do not meet the above conditions.