Return & Refund Policy

Last updated: October 25, 2026

At Eyaana, customer satisfaction is important to us. We want you to have a smooth and reliable shopping experience. If you receive a damaged, defective, incorrect, or otherwise eligible product, we are here to help.

Please read our Return & Refund Policy carefully before placing an order.

1. Return Eligibility

You may request a return or replacement if:

• You receive a damaged or defective product.

• You receive an item different from the one you ordered.

• Your order arrives with missing items or parts.

• Your purchase meets the applicable return conditions stated on the product page or at the time of purchase.

To help us review your request, please contact us within 7 days of delivery.

Items must generally be unused, in their original condition, and accompanied by their original packaging, tags, accessories, and proof of purchase, where applicable.

These conditions do not override any mandatory rights you may have under applicable consumer protection laws.

2. Items Not Eligible for Return

Unless required by applicable law or otherwise stated in writing, the following may not be eligible for return:

• Products that have been used, damaged after delivery, or altered by the customer.

• Items returned without their original packaging or included accessories, where these are required for the return.

• Products marked as non-returnable or final sale before purchase.

• Products that cannot be returned for hygiene or safety reasons once opened or used, where permitted by law.

• Items returned after the applicable return period.

If your item is damaged, defective, incorrect, or otherwise covered by your legal consumer rights, please contact us even if one of these conditions appears to apply.

3. How to Request a Return

To request a return, replacement, or refund:

1. Contact us at [Your Customer Support Email] within 7 days of delivery.

2. Include your order number and the email address or phone number used when placing your order.

3. Explain the reason for your request.

4. For damaged, defective, incorrect, or incomplete orders, provide clear photographs or a short video showing the issue, where possible.

5. Wait for our support team to review your request and provide return or replacement instructions.

Please do not send a product back before receiving return instructions from our team.

4. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, or different from what you purchased, please contact us promptly.

After reviewing your request, we may offer an appropriate solution, such as a replacement, repair, refund, or another remedy required by applicable law.

Where the issue is confirmed to be our responsibility, we will communicate the return shipping arrangements and any applicable costs before proceeding.

We will not deny a remedy required by law merely because you cannot provide photographs or videos.

5. Refund Policy

Once your return or refund request has been approved, we will notify you of the next steps.

Approved refunds will generally be processed to the original payment method where possible. If that is unavailable, we will contact you to arrange a lawful and mutually acceptable alternative.

Refund processing may take 5–10 business days after approval, depending on the payment provider, bank, and payment method. The time taken for the refund to appear in your account may vary.

Any applicable refund amount, including shipping charges where required, will be communicated to you during the process.

6. Cash on Delivery (COD) Orders

For orders paid through Cash on Delivery, refunds cannot generally be sent to the original payment method because no online payment was collected.

If a COD order qualifies for a refund, we will contact you to arrange an appropriate refund method, such as a bank transfer or another legally permitted method agreed upon with you.

You may be asked to provide the information necessary to complete the refund securely.

We will not request your account password, card PIN, or one-time password (OTP) to issue a refund.

7. Exchanges and Replacements

If you receive a damaged, defective, or incorrect product, you may request a replacement, subject to product availability and applicable law.

If the same product is unavailable, we will contact you to discuss an appropriate alternative or refund.

Exchanges for reasons such as a change of mind, size, color, or personal preference are subject to the product's eligibility and the applicable policy.

8. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

We will make reasonable efforts to cancel orders that have not yet been processed or dispatched. Once an order has been dispatched, cancellation may no longer be possible, and you may need to follow the applicable return procedure.

If an order is successfully cancelled after payment has been collected, the eligible refund will be processed in accordance with this policy and applicable law.

Nothing in this section removes any cancellation rights available to you under applicable law.

9. Return Shipping Costs

For eligible returns caused by a damaged, defective, incorrect, or incomplete order, Eyaana will communicate the appropriate return shipping arrangements and cover costs where required by our policy or applicable law.

For other eligible returns, the customer may be responsible for return shipping costs if this has been clearly disclosed and is permitted by applicable law.

Original shipping fees, customs duties, and other charges will be handled according to the circumstances of the return and the applicable legal requirements.

10. Refused or Undelivered Orders

If an order cannot be delivered because of an incorrect address, repeated unsuccessful delivery attempts, or refusal to accept the parcel, the shipment may be returned to us by the courier.

If you have already paid for an order, any refund will be assessed according to the circumstances, the applicable shipping costs, our disclosed policies, and applicable law.

For COD orders, no product payment is collected at delivery if the order is refused before payment. Any separate charges or consequences will apply only where lawful and properly disclosed.

If you believe a delivery issue occurred through no fault of your own, please contact our support team so we can review the situation.

11. Late or Missing Refunds

If you have been notified that your refund has been processed but have not received it:

1. Check your bank account or payment provider.

2. Contact your bank or card issuer, as processing times may vary.

3. If the refund is still missing, contact us with your order number and refund confirmation details.

We will make reasonable efforts to help you investigate the issue.

12. Policy Updates

Eyaana reserves the right to update this Return & Refund Policy from time to time.

Any updates will be published on this page with a revised “Last updated” date. Changes will not remove rights that customers have already acquired or rights that cannot legally be excluded.

Please include your order number in your message so that we can assist you more efficiently.

Thank you for shopping with Eyaana.