Refund policy
Returns & Exchanges Policy
This Returns & Exchanges Policy applies to purchases made through aquiebeautyinnovations.com and, where applicable, authorised Aquié sales or return points.
If you are not completely satisfied with an Aquié purchase or gift for any reason, please review our return, refund, and exchange policy below for online purchases made via aquiebeautyinnovations.com and, if applicable, in-store purchases.
This policy is effective for all purchases made on and after: [INSERT EFFECTIVE DATE].
General Return Conditions
- Products must be returned unused, unopened, and in their original packaging with proof of purchase.
- All products must be in their original packaging, including the container and box if applicable, and should be unmarked, not broken, and not defaced in any manner.
- Aquié monitors return activity for abuse and reserves the right to limit returns or exchanges.
- Any free products included with purchases, if applicable, cannot be returned or exchanged.
- Special offers or discounts applied at purchase may be adjusted when the refund is processed.
- Fragrance products, if applicable, must be unopened and unused to be eligible for exchange or refund.
- Sets and assortments, including bundles, may not be eligible for refund or exchange unless returned complete and unopened.
- Gift cards / vouchers cannot be returned or exchanged.
- All returns are subject to validation and approval at Aquié’s discretion.
Online Purchases
Online purchases made through aquiebeautyinnovations.com can be returned:
- By courier to our returns address, which is the recommended method; or
- In person only if a designated Aquié pickup or return location is available. We will confirm this by email.
We regret that original shipping charges are non-refundable unless the return was due to an error on our part.
Return Window: Items purchased online cannot be returned or refunded after 30 days from the date of delivery.
Processing Time: Please allow 3–14 working days for processing once your return reaches us. Courier and bank processing timelines may vary.
Returning Online Purchases by Courier
Email info@aquiebeautyinnovations.com to notify us of the return with the following details:
- Name of purchaser
- Date of purchase
- Order number / invoice number
- Amount on invoice
- Names and quantities of item(s) being returned
- Reason for return
Returns Address:
Aquié Beauty Innovations (Pvt) Ltd
81/9, Sapumal Mawatha,
Jambugasmulla Road,
Nugegoda 00500,
Sri Lanka
Product replacements and refunds will be processed only after the product is received and inspected.
Items returned outside the return window, not in unused/unopened condition, without original packaging, or without proof of purchase will not be credited back or returned.
Refund Processing
Once your return is received and inspected, the refund will be processed as follows:
| Payment Method Used | If Returned Within 1–14 Days from Delivery | If Returned Within 15–30 Days from Delivery |
|---|---|---|
| Credit / Debit Card | Refunded to the original card | Store credit valid for 30 days |
| Cash on Delivery (COD) | Store credit valid for 30 days | Store credit valid for 30 days |
| Bank Deposit / Bank Transfer | Refunded by bank transfer or issued as store credit, after verification | Store credit valid for 30 days |
- Store credit cannot be used to purchase gift cards or vouchers, if applicable.
- Refunds may take longer depending on your financial institution.
- Store credit will be emailed to the email address used for the original purchase.
If you have not received your refund or store credit after the stated timelines, please email info@aquiebeautyinnovations.com.
Online Orders Return Procedures
You can return your item in two ways:
1. Online Purchase Returns by Courier
- Include the original packaging with your items.
- Pack your return exactly as received.
-
Courier your return to:
Aquié Beauty Innovations (Pvt) Ltd
81/9, Sapumal Mawatha,
Jambugasmulla Road,
Nugegoda 00500,
Sri Lanka
Note: Unless the return is due to our error, such as a wrong, damaged, or defective item, Aquié does not cover courier charges for returns.
2. Returns to a Store or Location, If Applicable
If Aquié has a designated return point or store location, we will confirm it by email.
Please bring:
- Original packaging
- Proof of purchase
- Card used for purchase, if applicable
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, leaked, or if you receive the wrong item, so that we can evaluate the issue and make it right.
We may request photos, video, and packaging images to validate the claim.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including:
- Personal care goods, including beauty and skincare products, that are opened or used
- Custom products, special orders, or personalized items
- Hazardous materials, flammable liquids, or gases
- Sale items and gift cards / vouchers
If you have questions about your specific item, please contact info@aquiebeautyinnovations.com before returning.
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.
Exchanges are subject to product availability, return approval, and the product condition requirements stated in this policy.
International Returns
At present, returns/refunds are not applicable for international orders due to customs and duty restrictions, as our current operations are focused on Sri Lanka.
However, if a refund or replacement is required due to verified defects or shipping errors, Aquié will evaluate the case and may cover shipping from Sri Lanka to the original delivery address on a case-by-case basis.
Contact Us
For return, refund, or exchange-related questions, please contact us:
Aquié Beauty Innovations (Pvt) Ltd
Email:
info@aquiebeautyinnovations.com
Phone / WhatsApp:
+94 74 285 9642
Address:
81/9, Sapumal Mawatha,
Jambugasmulla Road,
Nugegoda 00500,
Sri Lanka