Return & Refund Policy

Introduction

Our goal is to provide quality products and a safe, reliable shopping experience. If you wish to withdraw from a purchase or experience an issue with a product received, our Customer Support team will be available to provide the necessary assistance.

This Return and Refund Policy sets out the conditions applicable to withdrawals, cancellations, returns, damaged, defective or incorrect products, and the processing of refunds.

For information regarding order processing, dispatch, transportation, tracking, and delivery, please also refer to our Shipping Policy.

1. How Returns and Refunds Work

Customers may withdraw from an online purchase within 30 calendar days after receiving the product.

To begin the process, the customer must contact our Customer Support team and communicate their decision to withdraw from the purchase within the applicable timeframe and follow the return instructions provided.

After communicating the decision to withdraw, the customer must return the product using only the address of a partner warehouse designated by our team. In most cases, the return will require international shipping, and the direct return shipping costs will be the customer’s responsibility. We do not provide prepaid return labels for returns made under the right of withdrawal.

The product must be returned complete and accompanied by all parts, labels, accessories, and components originally received, where applicable, without damage, alterations, or signs of use beyond the handling reasonably necessary to examine its characteristics.

Once the return procedure has been completed and the item has been inspected, the refund will be issued to the original payment method in accordance with the conditions and timeframes set out in this Policy.

1.1 Timeframe for Communicating a Withdrawal

The customer must inform us of their decision to withdraw from the purchase within 30 calendar days after receiving the product.

The request may be sent to our Customer Support team at contact@anjelie.com and should include:

The name used when placing the order;
The order number;
The product the customer wishes to return.

Where available, the customer may also communicate their decision through the withdrawal mechanism provided on our website.

To document the condition of the product and help us provide the appropriate return instructions, our team may request photographs of the item, its labels, and its packaging. This request does not restrict the exercise of the right of withdrawal within the applicable timeframe.

For the purpose of calculating this timeframe, the delivery date will be the date on which the carrier officially records the shipment as delivered to the recipient, another person authorized to receive it at the delivery address, or a designated safe place, where this delivery method complies with the carrier’s procedures and the applicable delivery options or instructions.

The customer’s absence, including travel or holidays, or the collection or opening of the shipment at a later date does not change the start of the withdrawal period when delivery has been validly completed by the carrier.

If the carrier officially corrects the delivery record, or if the shipment remained in the carrier’s possession at a pickup location, the effective receipt or collection date shown in the carrier’s official records will be used.

The 30-day period applies to communicating the decision to withdraw. Once the withdrawal request has been submitted, the product must be posted or dispatched within the timeframe set out in Section 1.3 of this Policy.

1.2 Orders Delivered Separately

If a single order contains multiple products that are delivered separately, the withdrawal period will begin when the last product is received.

If a product is delivered in separate parts or packages, the withdrawal period will begin when the final part or package is received.

1.3 Timeframe for Dispatching the Return

After informing us of the decision to withdraw, the customer must post or dispatch the product for return within 14 calendar days, following the instructions provided and using only the return address supplied by our team.

The deadline will be considered met if the product is posted or dispatched before the end of the 14-day period. The return does not need to arrive at the warehouse within that same timeframe.

We recommend using a trackable shipping service. The customer must retain the proof of postage and tracking number until the return and refund process has been completed.

The product must only be sent after the customer has received the return instructions.

If the original packaging displays a sender’s address, that address may belong to a logistics intermediary that is not authorized to receive returns. The customer must therefore use only the address provided by our team for the relevant return request.

Products sent to an address other than the one provided by our team in the return instructions may not be received or processed correctly.

1.4 Condition of Returned Products

The product must be returned:

Complete and accompanied by all parts, labels, accessories, and components originally received, where applicable;
Without damage, alterations, stains, or signs of use beyond what is necessary to examine it;
Without broken or missing parts or components;
Properly packaged to prevent damage during transportation;
In its original packaging whenever reasonably possible.

If the product has its own product box, the customer must not write on, mark, attach shipping labels to, or apply adhesive tape directly to that box. Shipping labels, documents, and other transportation information must be placed on suitable outer packaging.

The customer may handle the product only to the extent reasonably necessary to examine its characteristics, size, and condition, in a manner comparable to what would normally be permitted in a physical store.

If the product shows signs of excessive use, damage, alterations, missing parts or components, or a reduction in value resulting from handling beyond what was necessary, a proportionate deduction may be applied to the refund where permitted under applicable law.

1.5 Return Costs and Return Address

For returns made under the right of withdrawal, the direct cost of return shipping will be the customer’s responsibility.

We do not provide prepaid return labels for returns made for this reason.

We work with a network of international partner warehouses. As a result, returns will normally need to be sent internationally to the address designated by our team.

If an authorized domestic return address is available for a particular return, this option will be communicated to the customer in the relevant instructions.

The applicable return address may vary depending on the order, the product, and the logistics facilities available at the time of the request.

The customer will be responsible for selecting and contracting the carrier or postal service, correctly completing any required shipping documents, and paying the applicable shipping costs.

1.6 Inspection and Refund

The condition of the returned product will be inspected to confirm that the item is complete and accompanied by all parts, labels, accessories, and components originally received, where applicable, and to identify any damage, alterations, or signs of handling beyond what was necessary.

As an operational rule, the refund will be processed after the returned product has been received and inspected. Where applicable law requires valid proof of return shipment to be sufficient for the refund process to proceed, the relevant legal requirement will be observed.

Providing proof of postage or tracking information does not prevent the contents and condition of the return from being inspected once the shipment is received.

If the product is returned incomplete, damaged, altered, or with signs of use beyond what was necessary to examine it, the circumstances will be reviewed in accordance with this Policy and applicable law.

If the applicable return conditions have been met, the refund will be issued to the original payment method within the timeframes set out in this Policy.

After the refund has been issued, the financial institution or payment provider may normally take between 3 and 10 business days to make the funds available, depending on its own processing times.

1.7 Requests Submitted After the Deadline

Withdrawal requests submitted after the applicable timeframe may be refused.

This provision applies only to returns made under the right of withdrawal. Other requests will be reviewed in accordance with the relevant sections of this Policy.

2. Order Cancellation

2.1 Cancellation Requests Before Dispatch

Customers may request the cancellation of an order provided that the shipment has not yet been dispatched.

The request must be sent to our Customer Support team at contact@anjelie.com and should include:

The name used when placing the order;
The order number;
A request to cancel the order.

Our team will check the status of the order and confirm whether the cancellation can still be completed.

2.2 Cancellation Confirmation

If the order has not yet been dispatched and the cancellation can be completed, the customer will receive confirmation by email.

The refund will be issued to the original payment method in accordance with the timeframes set out in this Policy.

A cancellation request will only be considered completed once confirmation has been sent by our team.

2.3 Orders Being Processed

Orders go through different stages of processing, preparation, and dispatch. For this reason, we recommend submitting any cancellation request as soon as possible.

Although we will make all reasonable efforts to accommodate the request, we cannot guarantee cancellation if the order has already reached an advanced stage of preparation or has been forwarded for dispatch.

2.4 Cancellation Requests for Orders Already Dispatched

Once the shipment has been dispatched, transportation generally cannot be interrupted, cancelled, or intercepted.

In this situation, the customer must wait until delivery has been completed and, if they still wish to withdraw from the purchase, follow the return procedure set out in Section 1 of this Policy.

Refusing delivery or failing to collect the shipment does not replace communicating the decision to withdraw or complying with the return procedure.

2.5 Security Verification and Cancellation by Us

To protect our customers and our business from unauthorized or potentially fraudulent transactions, certain orders may be subject to additional security verification before dispatch.

Where necessary, our team may contact the customer to confirm information relating to the order, payment, purchaser’s identity, or delivery address.

If the requested information is not provided within the specified timeframe, is insufficient to complete the verification, or the order presents significant risk indicators, we may cancel the order before dispatch.

If an order is cancelled for security reasons, the customer will be informed by email and will receive a full refund to the original payment method. No cancellation fee will be charged in this situation.

2.6 Timeframe for the Refund to Become Available

3. Issues with the Product Received

If the customer identifies damage, a possible defect, or receives a different item due to a delivery error, they should contact our Customer Support team so that the situation can be reviewed.

Each request will be assessed individually based on the information and evidence provided and the specific circumstances of the case.

3.1 Reporting the Issue

The customer should contact our Customer Support team at contact@anjelie.com as soon as the issue is identified and provide:

The name used when placing the order;
The order number;
The affected product;
A description of the issue identified.

If the issue is visible at the time of delivery, we recommend reporting it as soon as possible, preferably within 48 hours, to facilitate verification with our suppliers, warehouses, and logistics partners.

3.2 Photographs and Information for Review

To assist with the review, our team may request photographs or videos showing:

The complete product;
The specific area of the damage or possible defect;
The internal and external packaging;
Shipping labels, stickers, or delivery information;
Any parts, hardware, accessories, or components related to the issue, where applicable;
Any other information reasonably required for verification.

The images must be clear and allow the product and the reported issue to be properly identified.

The customer must retain the product, its packaging, and all components originally received until our team provides the necessary instructions.

3.3 Review of the Request

After receiving the information, our team will review the case and may request clarification, additional photographs, videos, or other necessary information.

If the review cannot be completed based solely on the information provided, we may ask for the product to be made available for further inspection.

Providing photographs or videos, or opening a request, does not by itself confirm that the product is defective, damaged, or that a delivery error occurred.

3.4 Resolution of the Issue

If it is confirmed that the product has a defect, was damaged before delivery, or that a delivery error occurred, we will work to provide an appropriate resolution based on the circumstances of the case.

The resolution will be determined by considering the type and severity of the issue and whether correction, repair, replacement, or a refund is appropriate.

If the product needs to be returned, the customer must wait for and follow the instructions provided by our team.

3.5 Condition of the Shipping Packaging

Shipments travel long distances and pass through different logistics facilities during transportation. As a result, the outer packaging may show minor dents, marks, wear, or other normal signs of handling.

Changes affecting only the outer packaging will not be considered a defect or damage to the product when the item received is complete and in good condition.

If the customer believes that the contents may have been affected during transportation, they should retain the packaging and provide photographs showing both its condition and the product received.

3.6 Product Use and Care

Issues resulting from improper use, impacts, drops, excessive weight, incorrect storage, contact with unsuitable substances, alterations, unauthorized repairs, normal wear and tear, or failure to follow the applicable use and care instructions will not be covered.

If the information and evidence provided indicate that the issue was caused after delivery by any of these circumstances, the request may be refused.

4. Processing of Refunds

Refunds will be processed according to the reason for the request, the approved resolution, and the conditions set out in the applicable sections of this Policy.

4.1 Refund Approval and Issuance

Once the applicable procedure has been completed and the refund has been approved, the amount will be issued and the customer will receive confirmation by email.

For withdrawals from a purchase, the conditions set out in Section 1 of this Policy will apply.

For order cancellations, the conditions set out in Section 2 will apply.

When the request relates to an issue with the product received, the refund will depend on the review and resolution determined in accordance with Section 3.

Approval or issuance of a refund does not mean that the funds will become immediately available in the customer’s account.

4.2 Payment Method

The refund will be issued to the same payment method used for the purchase, unless another method is expressly agreed upon or the original payment method does not allow the refund to be processed.

The refund cannot be transferred to a different card, bank account, or payment method solely at the customer’s request.

When payment was made through a digital wallet or another payment intermediary, the refund will be processed through the same service.

4.3 Refund Amount

The refund may be full or partial, depending on the reason for the request, the approved resolution, and the applicable conditions.

The refunded amount will not exceed the amount actually paid by the customer for the products or the part of the order covered by the request.

Discounts, promotional codes, credits, or other reductions applied at the time of purchase will be taken into account when calculating the refundable amount.

For returns resulting from withdrawal from the purchase, the cost of the standard delivery option originally paid by the customer will be included in the refund where required by applicable law.

If the customer selected a delivery option that was more expensive than the standard option offered, the additional amount resulting from that choice will not be refunded.

The direct cost of returning a product following withdrawal from the purchase will remain the customer’s responsibility, as established in Section 1.5 of this Policy.

4.4 Adjustments to the Refund Amount

Where applicable and in accordance with current legislation, a proportional reduction may be made to the refund amount if the product has diminished in value as a result of handling beyond what was reasonably necessary to evaluate it.

Products returned incomplete, without their original parts, labels, accessories, or components, where applicable, or in a condition different from that in which they were originally received, may also be taken into account during the review.

Any adjustment made to the refund amount will be determined based on the circumstances of the return and communicated to the customer.

4.5 Timeframe for the Refund to Become Available

After the refund has been issued, the financial institution, card issuer, or payment provider may take between 3 and 10 business days to make the funds available to the customer.

The exact timeframe will depend on the internal procedures of the institution responsible for the payment method and cannot be controlled or accelerated by our team once the refund has been issued.

4.6 Currency and Exchange Rate Conversion

The refund will be processed in the currency of the original transaction and for the approved amount.

When the customer’s account, card, or payment method uses a currency different from the transaction currency, the financial institution may perform a new currency conversion when processing the refund.

As a result, the amount shown on the customer’s statement may vary due to the exchange rate used by the financial institution or any charges applied by third parties.

We do not control the exchange rates, charges, or conversion procedures used by banks, card issuers, or payment providers.

4.7 Refund Not Received

If the funds have not become available after the stated timeframe, we recommend that the customer first contact their financial institution or payment provider and provide the refund confirmation.

If further assistance is still required, the customer may contact our Customer Support team and provide the order number and transaction details so that we can verify the refund status in our system.

5. Shipments Returned to Sender

A shipment may be returned to the sender or to a logistics intermediary when delivery cannot be completed.

The return of a shipment by the carrier does not, by itself, constitute the automatic cancellation of the order, approval of a refund, or completion of a return procedure.

Each situation will be reviewed according to the reason for the return, the carrier’s records, and the conditions established in this Policy and our Shipping Policy.

5.1 Reasons for the Return of a Shipment

A shipment may be returned for reasons including, but not limited to:

The delivery address provided was incorrect or incomplete;
The recipient could not be located at the address;
Delivery attempts could not be completed;
The shipment was not collected within the applicable timeframe;
Delivery was refused;
The carrier’s instructions or requests were not followed;
Required customs procedures were not completed;
The carrier identified an operational reason preventing delivery;
Another event was recorded by the carrier as the reason for the return.

5.2 Assistance with Delivery Difficulties

If the customer identifies any difficulty related to delivery, they should contact our Customer Support team as soon as possible.

Our team will review the available information and, where necessary, contact the relevant suppliers, logistics partners, or carriers to obtain additional clarification.

Depending on the stage of transportation and the options made available by the carrier, we may assist with obtaining information, locating the shipment, or requesting another delivery attempt.

However, we cannot guarantee that the carrier will be able to stop the return of the shipment, change the delivery address, or complete another delivery attempt.

5.3 Confirmation of the Return

A shipment will only be considered effectively returned once the return has been confirmed in the carrier’s records and, where applicable, after it has been received by the designated warehouse, logistics intermediary, or processing location.

A tracking update indicating that the shipment is being returned does not mean that it has already been received or is available for reshipment or refund.

Return transportation may require additional time and may include periods without new tracking updates.

5.4 Review After Receipt

Once receipt of the returned shipment has been confirmed, our team will review the reason for the return and the options available for the order.

Where necessary, the condition of the packaging, product, and components originally shipped may also be verified.

The customer will be informed whether reshipment, a refund, or another appropriate resolution is available based on the circumstances of the case.

5.5 Reshipment of the Order

When the return occurred due to an incorrect or incomplete address, the recipient’s absence, failure to collect the shipment, refusal of delivery, or another circumstance attributable to the customer, reshipment may depend on:

Confirmation of a complete and correct address;
Product availability;
The condition of the returned shipment;
Payment of the costs of a new shipment.

The cost and conditions of reshipment will be communicated to the customer before it is arranged.

Reshipment will only be arranged after the necessary information has been confirmed and, where applicable, the relevant costs have been paid.

5.6 Withdrawal After the Shipment Has Been Returned

Refusing delivery, being absent from the address, or failing to collect the shipment does not, by itself, replace communicating the decision to withdraw from the purchase.

If the customer does not want the order to be reshipped and wishes to exercise the right of withdrawal, they must communicate their decision to our Customer Support team within the applicable timeframe and follow the conditions established in Section 1 of this Policy.

The availability and amount of any refund will be reviewed after the return of the shipment has been confirmed, in accordance with the applicable conditions and Section 4 of this Policy.

Where applicable and in accordance with current legislation, additional costs directly caused by failure to follow delivery instructions or by the need for a new shipment may be taken into account when determining the resolution offered.

5.7 Returns Caused by a Logistics Error

When the return occurs due to a confirmed error by the carrier, warehouse, or our operation, without responsibility on the part of the customer, we will work to provide an appropriate resolution without charging the costs of any new shipment required to complete delivery.

Depending on the circumstances and product availability, the resolution may include reshipment of the order or the corresponding refund.

6. Delayed or Lost Shipments

A shipment will not be considered lost solely because the estimated delivery timeframe has been exceeded or because the tracking information has temporarily remained without new updates.

Delays may occur during international transportation, customs procedures, transfers between carriers, or periods of increased logistics volume.

When a shipment is suspected to be lost, our team will verify the situation with the relevant suppliers, logistics partners, or carriers before determining the applicable resolution.

6.1 Request for Verification

If the shipment exceeds the estimated delivery timeframe or remains without updates for an extended period, the customer may contact our Customer Support team at contact@anjelie.com.

Our team will review the available information and, where necessary, request additional clarification from the partners responsible for transportation.

6.2 Verification with Logistics Partners

Confirmation that a shipment has been lost may depend on an investigation conducted by the carrier, supplier, or logistics partner responsible.

During this process, the shipment history, the most recent recorded movements, the delivery stage, and other available information may be reviewed.

The time required to complete the verification may vary depending on the carrier, destination country, and circumstances of the shipment.

A shipment that remains in transit, is under investigation, or may still continue toward delivery will not be considered officially lost until the situation has been confirmed or the delivery guarantee provided in Section 6.4 becomes applicable.

6.3 Confirmed Loss

If it is confirmed that the shipment was lost before valid completion of delivery, we will work to provide an appropriate resolution.

Depending on the circumstances, product availability, and applicable conditions, the resolution may include sending a replacement product at no additional cost or issuing a refund for the corresponding amount.

When a replacement product is sent, the customer will receive the available confirmation and tracking information for the new shipment.

If a refund is approved, it will be processed in accordance with Section 4 of this Policy.

6.4 60-Day Delivery Guarantee

If the shipment is not delivered within 60 calendar days after dispatch, the customer may request the application of our delivery guarantee.

After the order and transportation information have been reviewed, a full refund will be issued when the conditions of the guarantee have been met.

The guarantee will not apply when delivery could not be completed due to circumstances attributable to the customer, including:

An incorrect or incomplete address;
Failure to collect the shipment;
Refusal of delivery;
Failure to respond to necessary requests from the carrier;
Failure to complete required customs procedures;
Any other action or omission that prevented delivery from being completed.

When the shipment has been returned to the sender or to a logistics intermediary, the conditions set out in Section 5 of this Policy will apply.

6.5 Shipments Recorded as Delivered

A shipment recorded by the carrier as delivered to the recipient, to an authorized person at the address provided, or to a valid delivery location will not automatically be classified as lost.

If the customer reports that they cannot locate a shipment recorded as delivered, our team will review the available records and may request additional clarification or supporting evidence from the responsible carrier.

The customer may also be advised to check the delivery location, nearby areas around the address, reception desk, concierge, neighbors, or other persons who may have received the shipment.

Where necessary, the recipient may be required to contact the local carrier directly or submit a declaration of non-receipt if this procedure is required for the investigation.

The resolution will be determined after reviewing the available information and evidence, based on the circumstances of the case and the delivery confirmation procedures established in our Shipping Policy.

6.6 Shipment Delivered During Verification

If the shipment is delivered while a verification is in progress, the request relating to the delay or possible loss will be considered resolved.

If the customer still wishes to withdraw from the purchase after receiving the shipment, they must follow the procedure established in Section 1 of this Policy.

7. Returns Not Submitted in Accordance with the Instructions

Returns must follow the instructions provided by our team and must include the product related to the request, together with all parts, labels, accessories, and components originally received, where applicable.

Sending a different or incomplete product, failing to provide sufficient information to identify the order, returning an item without prior authorization, or sending it to an address other than the one provided may delay or prevent the return from being processed.

We cannot guarantee the receipt, recovery, or processing of shipments sent contrary to the applicable instructions. Where applicable, any costs, losses, or difficulties directly resulting from such non-compliance may remain the customer’s responsibility.

8. Contact

For questions regarding cancellations, returns, product issues, or refunds, customers may contact our Customer Support team at contact@anjelie.com.