Refund policy

RETURN & REFUND POLICY

Effective Date: 15/05/2026

Thank you for shopping at AIZEN. We want you to be completely satisfied with your purchase. This Return and Refund Policy outlines the terms under which you may return products and receive refunds. By making a purchase, you agree to the terms set forth below.

1. Right to Withdraw (Right of Withdrawal)

As an EU consumer, you have the right to withdraw from your purchase within 14 days of receiving the goods without giving any reason. This period starts from the day you or a third party (other than the carrier) takes physical possession of the goods.

To exercise your right of withdrawal, you must inform us of your decision to withdraw by a clear statement through email. 
You may use the model withdrawal form provided at the end of this policy, but it is not obligatory.

2. Return Conditions

To be eligible for a return, please ensure that:

- The product was purchased in the last 14 days.
- The product is in its original packaging, unused, and in the same condition that you received it.
- Any consumable products (e.g., food, supplements) must be unopened and sealed.

Certain types of goods are exempt from being returned. These include perishable goods, custom-made products, or items that have been opened and used (for hygiene and health protection reasons).

3. Return Process

If you wish to return a product:

- Contact Us: Email us at team.aizencare@gmail.com with your order number and the reason for the return.
- Return Shipping: Once your return is approved, we will provide you with the return address. You will be responsible for the cost of returning the goods unless the return is due to our error (e.g., wrong or defective item sent).
- Proof of Return: We recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

4. Refunds

Once we receive your returned item and inspect its condition, we will notify you of the approval or rejection of your refund. If your return is approved, we will initiate a refund to your original payment method.

- Refund Process: Refunds will be processed within 7 days of receiving the returned goods. Please note that it may take additional time for your bank or credit card company to process the refund.
- Partial Refunds: In certain situations, only partial refunds may be granted, such as items not in their original condition, damaged, or missing parts for reasons not due to our error.

5. Exchanges

We only replace items if they are defective or damaged. If you need to exchange a product for the same item, please contact us at contact email. Depending on your location, the time it may take for your exchanged product to reach you may vary.

6. Non-Returnable Items

The following items cannot be returned or refunded:
- Perishable goods (such as food, supplements)
- Custom or personalized items
- Gift cards

7. Return Shipping Costs

You will be responsible for paying for your own shipping costs for returning your item, except in cases where the return is due to our error (e.g., wrong item sent). Shipping costs are non-refundable.

8. Late or Missing Refunds

If you haven’t received a refund after the notified processing time:
- Check your bank account again.
- Contact your credit card company; it may take some time before your refund is officially posted.
- Contact your bank. There is often some processing time before a refund is posted.
- If you’ve done all of this and you still have not received your refund, please contact us.

9. Contact Us

If you have any questions about our Return and Refund Policy, please contact us at:
team.aizencare@gmail.com
+386 51 232 764