Informativa sui rimborsi

RETURNS & REFUNDS

We hope you love your Ajen products, but if for any reason you are not completely satisfied, we are here to help. Our return policy is designed to be straightforward and hassle-free.

Eligibility Criteria

1. Return Window

• Items must be returned within 14 days of receiving the product.

2. Condition of Items

• Products must be unopened, unused, and in their original packaging.

• Personal Care / Hygiene Products: Due to health protection and hygiene reasons, personal care or liquid products that have been unsealed, opened, or had the seal broken are not eligible for return unless they are damaged or defective upon arrival.

3. Proof of Purchase

• A valid order number or proof of purchase is required for all returns.

How to Initiate a Return

1. Contact Us

• Email our customer support team at hello@ajen.care to request a return authorization. Please include your order number, the product(s) you wish to return, and the reason for the return.

2. Prepare Your Return

• Once your return request is approved, you will receive instructions on how to send your item(s) back. Carefully package the item(s) in their original packaging to prevent damage during shipping.

3. Ship Your Return

• Ship the package to the address provided in our return instructions. We recommend using a trackable shipping service to ensure your return reaches us safely.

Refunds

• Once we have received and inspected your returned item(s), we will process your refund to the original payment method within 10 business days.

• Please note that it may take additional time for your bank or credit card company to process and post the refund to your account.

Exchanges

• If you wish to exchange an item for a different product, please follow the return process above for the item you no longer want and place a new order for the replacement. This helps ensure the quickest delivery of your new product.

Damaged or Defective Items

• In the unlikely event that you receive a damaged or defective product, please contact us immediately at hello@ajen.care. Provide your order number, a description of the issue, and (if possible) photos of the damaged or defective item. We will arrange for a replacement or a full refund at no additional cost to you.

European Union 14-Day Cooling Off Period

• If your merchandise is being shipped into the European Union, you generally have the right to cancel or return your order within 14 days for any reason and without justification.

• However, under EU consumer law, items sealed for hygiene or health protection reasons—such as personal care or liquid products—are exempt from return once their seal is broken.

• Therefore, to be eligible for a return, the item must still be unopened, unused, and in its original packaging.