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Return & Refund Policy

At Alix Avien Paris, your satisfaction matters to us. Because our products are cosmetics that touch your skin, we can only accept returns on items that are unopened and unused, to protect the hygiene and safety of every customer.

Policy at a glance

• Return window: 14 days from the delivery date
• Condition: unopened, unused, with the original packaging and seals intact
• Refund method: original payment method (Cash on Delivery orders are refunded by bank transfer)
• Refund time: 7–10 business days after we receive and approve the return

Items we can accept

Products that are unopened, unused and in their original, sealed packaging, returned within 14 days of delivery together with the order number.

Items we cannot accept

• Opened, swatched, tested or used products
• Products with broken or removed seals or damaged packaging
• Free gifts and gift bags received with an order
• Gift cards

Damaged, faulty or incorrect items

If your item arrives damaged or faulty, or you received the wrong product, contact us within 48 hours of delivery with a photo. We will replace it or refund you in full, including any delivery fee, even if the product has been opened to discover the fault.

How to return an item

1. Contact us on WhatsApp or by email with your order number and the item(s) you wish to return.
2. Our team will confirm eligibility and arrange a pickup or drop-off at our Al Ghurair Centre store.
3. Once the item is inspected and approved, your refund will be issued.

For eligible change-of-mind returns, return delivery costs are the customer's responsibility. Original delivery fees are non-refundable unless the return is due to our error.

Exchanges

Unopened items can be exchanged for another shade or product of equal value within 14 days. If the new item costs more, you pay only the difference.

Contact us

WhatsApp / Call: +971 55 988 0795
Email: admin@hlcosmetic.com