Refund policy
At Ahaeli, we strive to provide a smooth and transparent shopping experience. Please review the following policy carefully before requesting a return, replacement, refund, or cancellation.
Returns
Return requests must be initiated within 3 days from the date of delivery.
Requests submitted after this period will not be eligible for return, replacement, refund, or exchange.
Eligibility for Return or Replacement
To qualify for a return or replacement:
- The item must be unused and returned in its original condition and packaging.
- Custom-made or personalized products cannot be returned or exchanged unless received damaged, defective, or incorrect.
- Festive supplies are not eligible for return or exchange.
- Only one replacement shall be provided per order.
Unboxing Video Requirement
To help us process concerns efficiently and verify product-related issues, we strongly recommend recording a continuous unboxing video from opening the sealed package until complete product inspection.
Please contact us immediately if you notice any issue.
For claims related to damaged, defective, incorrect, or missing items, supporting evidence (including an unboxing video where available) may be requested during review.
Refunds (If Applicable)
Once a return or complaint is reviewed and approved, refunds may be processed through:
- Original payment method, or
- Store credit / coupon (where applicable)
Refund timelines may vary depending on payment provider and banking processes.
Refund Deductions
If a refund is approved because the customer received a damaged, defective, or incorrect item, and the issue is verified by Ahaeli, the approved refund amount will be processed without deduction.
For refunds approved under other circumstances, including but not limited to:
- Order refusal at delivery
- Return to Origin (RTO)
- Incorrect shipping details
- Customer unavailability
- Cancellation requests
- Non-defective returns
Deductions may apply toward:
- Shipping charges
- Payment gateway charges
- Platform fees
- Applicable operational and handling costs
Shipping charges remain non-refundable.
Late or Missing Refunds
If your refund has not been received:
- Recheck your bank account
- Contact your payment provider
- Contact your bank
Processing delays may occasionally occur.
If you still require assistance, please contact:
Sale Items
Only regular-priced items are eligible for refunds.
Sale or discounted items are non-refundable unless received damaged, defective, or incorrect.
Return Shipping
To initiate a return request, please contact:
Return instructions will be shared after approval.
Approved damaged, defective, or incorrect items must be shipped within 5 days after return approval.
Requests delayed beyond this period may no longer be eligible.
If a product was not received but a delivery confirmation notification was received, the issue must be reported within 3 days of delivery confirmation.
Unless otherwise specified:
- Customers are responsible for return shipping charges
- Shipping charges remain non-refundable
- Return shipping expenses may be adjusted against refund value where applicable
We recommend using a trackable shipping method or shipping insurance.
Ahaeli is not responsible for items returned without prior approval or for lost return shipments.
Order Cancellation
Cancellation requests are accepted only within 24 hours of purchase.
Approved cancellations may be subject to 5–10% deduction toward payment processing and operational costs.
If an order has already entered shipment and cancellation is still requested:
- A 25% restocking and handling fee may apply
- Shipping charges will remain applicable
Re-attempts & Return to Origin (RTO)
If a shipment is returned due to:
- Incorrect shipping address
- Recipient unavailable
- Incorrect phone number
- Refusal to accept delivery
We may contact you to arrange redelivery.
Additional shipping charges will apply for re-shipment.
Refund eligibility, if applicable, will remain subject to deduction of shipping, payment processing, platform, and operational charges.
Returned stock will be held for 30 days from the date of return.
If no response is received within this period, the order may no longer be available for redelivery.
Delivery Attempts
Delivery attempts are managed by courier partners and may vary by location and service availability.
Some shipments may receive multiple delivery attempts, while others may receive a single attempt only.
Orders may occasionally become restricted due to courier service limitations even after successful order placement.
In such cases:
- Customers may be requested to collect orders from the nearest courier location
- Shipping charges remain non-refundable
Shipping charges are calculated based on product dimensions and shipment weight.
Need Help?
For assistance regarding returns, refunds, cancellations, or order-related concerns, please contact:
Thank you for choosing Ahaeli.
