Refund policy
RETURN, REFUND AND EXCHANGE POLICY
1. INTRODUCTION
This Return, Refund and Exchange Policy applies to products purchased online through https://beauty-era.com/ (the “Website”).
The Website is operated by NOBEL STARS - F.Z.E (Free Zone Establishment – Limited), License and Registration Number 51510, operating under the Beauty ERA brand (“Beauty ERA”, “we”, “us” or “our”).
We aim to provide customers with a fair and convenient online shopping experience.
Please review this Policy carefully before placing an order.
This Policy should be read together with our Terms of Service, Privacy Policy, Shipping Policy and any other policies published on the Website.
Nothing in this Policy limits any mandatory consumer rights available under the applicable laws and regulations of the United Arab Emirates.
2. RETURN REQUEST PERIOD
To request a return or exchange for a product purchased through the Website, you must contact Beauty ERA Customer Service within a maximum period of seven (7) calendar days from the date on which the order was delivered.
Requests submitted after the seven-day period may not be accepted, except where otherwise required under applicable law.
You may submit your request through:
Email:
admin@beauty-era.com
Telephone or WhatsApp:
+971 55 180 8826
When submitting a request, please provide:
• Your full name;
• Your order number;
• The name of the product;
• The reason for the return or exchange;
• Details of the requested resolution; and
• Clear photographs or videos where the product is damaged, defective, incorrect, leaking or incomplete.
Do not send a product back before contacting Customer Service and receiving return instructions and approval.
3. RETURN ELIGIBILITY
To be eligible for a return or exchange, the product must:
• Be unused;
• Be unopened;
• Be untested;
• Be in the same condition in which it was received;
• Have its original seal intact;
• Be inside its original box and packaging;
• Include all original labels, components, accessories and documentation;
• Include any complimentary products supplied as part of the order; and
• Be accompanied by valid proof of purchase or an identifiable Beauty ERA order number.
All returned products are subject to inspection and approval by Beauty ERA.
Submitting a return request does not automatically mean that the return, refund or exchange has been approved.
4. OPENED OR USED PRODUCTS
Return or exchange requests for products that have been opened, used, tested, partially consumed, altered or removed from their original sealed packaging will not be accepted, except where:
• The product was defective when delivered;
• The wrong product was delivered;
• The product was damaged during delivery; or
• Acceptance is otherwise required under applicable law.
For health, hygiene and product-safety reasons, this restriction applies particularly to:
• Skincare products;
• Cosmetic and beauty products;
• Personal-care products;
• Products intended for intimate areas;
• Hair-care products;
• Food supplements;
• Vitamins;
• Collagen products;
• Oral strips;
• Gummies;
• Consumable products; and
• Any sealed product that cannot safely be resold after opening.
A product will not qualify for return or exchange merely because the customer changed their mind after opening or using it.
5. SALE AND PROMOTIONAL PRODUCTS
Products purchased as part of a sale, promotion, clearance campaign, special offer, bundle discount or final-sale offer are not eligible for return or exchange due to a change of mind.
This exclusion does not apply where:
• The wrong product was delivered;
• The product arrived damaged;
• The product has a verified manufacturing defect;
• A product was missing from the order; or
• A return, replacement or refund is required under applicable law.
Where a promotional bundle qualifies for return, all products and complimentary items included in the bundle must be returned together in their original, unopened and unused condition.
If part of a bundle or a complimentary item is not returned, Beauty ERA may deduct its applicable value from the refund, to the extent permitted by law.
6. DAMAGED OR DEFECTIVE PRODUCTS
A product may qualify for return, replacement or refund where it:
• Has a verified manufacturing defect;
• Was damaged before or during delivery;
• Arrived leaking or materially damaged;
• Was unusable due to a defect existing at the time of delivery; or
• Otherwise fails to meet mandatory legal requirements.
You must report the issue as soon as reasonably possible and no later than seven (7) calendar days after delivery.
Your report should include clear photographs or videos showing:
• The product;
• The damage or defect;
• The original product packaging;
• The shipping package;
• The shipping label;
• The batch number, where relevant; and
• The expiry date, where relevant.
A return for damage or defect will not be accepted where the issue resulted from:
• Misuse;
• Improper storage;
• Failure to follow usage or care instructions;
• Accidental damage after delivery;
• Normal wear and tear;
• Unauthorized modification or tampering;
• Exposure to unsuitable temperatures or conditions after delivery; or
• Any act or omission occurring after the product was delivered in acceptable condition.
Beauty ERA may require the product to be returned and inspected before approving a refund or replacement.
7. INCORRECT OR MISSING PRODUCTS
Please inspect your order promptly after delivery.
If you receive:
• A product different from the product ordered;
• An incorrect quantity or variation;
• An incomplete order; or
• A package with a missing product,
you must contact Customer Service as soon as reasonably possible and no later than seven (7) calendar days after delivery.
Please provide:
• Your order number;
• Details of the incorrect or missing product;
• Photographs of all products received;
• Photographs of the outer shipping package; and
• A photograph of the shipping label.
Where Beauty ERA confirms that an incorrect product was delivered or a product was missing due to our error, we may:
• Deliver the correct product;
• Replace the affected product;
• Refund the amount paid for the affected product; or
• Provide another remedy agreed with the customer and permitted under applicable law.
Beauty ERA will bear reasonable return and replacement delivery costs where the issue resulted from our confirmed error.
8. NON-RETURNABLE AND NON-EXCHANGEABLE PRODUCTS
Unless the product is defective, damaged, incorrect or required to be accepted under applicable law, the following products cannot be returned or exchanged:
• Opened products;
• Used or tested products;
• Partially consumed products;
• Products with a broken or removed seal;
• Products not returned in their original packaging;
• Products with missing labels, accessories or components;
• Opened skincare, cosmetic or personal-care products;
• Opened supplements, vitamins, oral strips, gummies or consumable products;
• Products purchased during promotions, clearance campaigns or final-sale offers;
• Complimentary gifts or free samples;
• Personalized or specially ordered products;
• Products damaged after delivery through misuse or improper storage; and
• Products returned without proof of purchase or an identifiable Beauty ERA order number.
9. RETURN SHIPPING AND COLLECTION
All returns and exchanges must be arranged through Beauty ERA Customer Service.
The return method will depend on:
• The delivery location;
• The courier provider;
• The product category;
• The condition of the product; and
• The reason for the return.
Where a return or exchange is requested because the customer changed their mind or selected the wrong product, the customer will be responsible for:
• Return courier charges;
• Collection charges;
• Delivery charges for a replacement product; and
• Other reasonable costs connected with the return or exchange.
Where the product was incorrect, damaged during delivery or confirmed to have a manufacturing defect, Beauty ERA will bear the reasonable return or replacement delivery costs.
The original shipping or delivery fee is generally non-refundable, except where:
• The return resulted from an error by Beauty ERA;
• The product was defective or damaged when delivered; or
• Refunding the delivery charge is required under applicable law.
Beauty ERA is not responsible for products returned without prior authorization or through a return method that was not approved by Customer Service.
10. INSPECTION AND APPROVAL
After receiving a returned product, Beauty ERA will inspect it to determine whether it satisfies the requirements of this Policy.
The inspection may consider:
• Whether the product has been opened, used or tested;
• Whether the original seal remains intact;
• The condition of the product;
• The condition of the packaging;
• Whether all components and complimentary products are included;
• Whether the reported defect is present;
• Whether the damage resulted from misuse or improper storage; and
• Whether the returned product matches the approved return request.
We will notify you whether the return has been approved or rejected.
Where reasonably possible, Beauty ERA will explain the reason for rejecting a return.
If the return is rejected, the product may be sent back to the customer. The customer may be responsible for the applicable delivery costs unless otherwise required under applicable law.
11. AVAILABLE RESOLUTIONS
Where an eligible return is approved, Beauty ERA may provide one of the following resolutions:
• Exchange the product for another eligible product; or
• Refund the approved amount by bank transfer to the customer’s bank account.
The appropriate resolution may depend on:
• The customer’s request;
• Product availability;
• The reason for the return;
• The original payment or installment arrangement;
• The condition of the returned product; and
• Any procedures applicable to the original transaction.
Where the customer selected Deema installments, the refund or exchange may also require adjustment or cancellation of the related installment arrangement in accordance with Section 14 of this Policy.
12. REFUND AMOUNT
Where a refund is approved, the customer will generally receive the amount actually paid for the accepted returned product.
The refund amount will take into account:
• Discounts;
• Promotional codes;
• Bundle prices;
• Partial returns;
• Complimentary items;
• Any applicable deductions permitted under this Policy; and
• The amount actually paid by the customer.
Unless the return resulted from an error by Beauty ERA or otherwise required under applicable law, the following are non-refundable:
• Original shipping or delivery charges;
• Expedited delivery charges;
• Gift-wrapping charges, where applicable;
• Customs duties;
• Import fees;
• International courier charges;
• Return collection costs; and
• Payment or banking charges that are not refunded to Beauty ERA.
If only part of an order is returned, the refund will apply only to the approved returned product or products.
13. REFUNDS BY BANK TRANSFER
For approved refunds, Beauty ERA may refund the approved amount by bank transfer to the customer’s bank account.
Where the original purchase was made using a Deema installment arrangement, the bank transfer will only be processed after the related installment arrangement has been reviewed and the appropriate cancellation or adjustment procedure has been confirmed.
The customer will be required to provide accurate bank account information, which may include:
• Account holder name;
• Bank name;
• IBAN or bank account number;
• SWIFT or BIC code, where required;
• Country of the bank account; and
• Any other information reasonably required to process the transfer.
The bank account holder’s name should match the customer or purchaser’s verified information unless Beauty ERA approves another arrangement.
Beauty ERA may request evidence or additional information to verify the customer and bank account details.
Beauty ERA will normally initiate an approved bank transfer refund within ten (10) business days after:
• The returned product has been received;
• The product has passed inspection;
• The return has been approved;
• Any applicable installment arrangement has been reviewed or adjusted; and
• Complete and accurate bank account details have been received.
Additional processing time may be required by the customer’s bank, intermediary banks or international banking network.
Beauty ERA is not responsible for delays, rejected transfers or additional bank charges caused by:
• Incorrect bank information supplied by the customer;
• Incomplete account information;
• Restrictions imposed by the receiving bank;
• Currency conversion;
• International banking procedures; or
• Circumstances outside Beauty ERA’s reasonable control.
14. PURCHASES USING DEEMA INSTALLMENTS
Where available and subject to eligibility, Deema may allow customers to divide the purchase amount into scheduled installments.
Deema is an installment service and is not Beauty ERA’s primary payment gateway, shipping provider, fulfillment provider or delivery provider.
Where a purchase was completed using a Deema installment arrangement, any approved cancellation, exchange or refund must take the related installment arrangement into account.
After the returned product has been received, inspected and approved, Beauty ERA will coordinate the required cancellation, refund or installment adjustment in accordance with:
• This Return, Refund and Exchange Policy;
• Deema’s applicable procedures; and
• The procedures of the payment provider used to complete the original transaction.
Customers must continue to comply with any scheduled installment obligations until they receive confirmation that the installment arrangement has been cancelled or adjusted.
Beauty ERA will not issue a refund in a manner that could result in the customer receiving the same amount more than once.
Where a bank-transfer refund is approved, the transfer will only be completed after the applicable Deema installment arrangement has been reviewed and the appropriate refund or adjustment method has been confirmed.
The time required to complete an installment adjustment may depend on Deema, the relevant payment provider and the customer’s bank.
Where only part of an order is refunded, the applicable installment arrangement or remaining balance may be adjusted in accordance with Deema’s procedures.
15. EXCHANGES
To request an exchange, you must contact Beauty ERA Customer Service within seven (7) calendar days from the delivery date.
The product must:
• Be unused;
• Be unopened;
• Be untested;
• Have its original seal intact;
• Be in the same condition in which it was received;
• Be returned inside its original box and packaging; and
• Include all original labels, components, accessories and complimentary products.
Exchange requests for opened, used, tested or partially consumed products will not be accepted, except where otherwise required under applicable law.
Products purchased during a promotion, clearance campaign or final-sale offer are not eligible for exchange due to a change of mind.
An exchange is subject to:
• Inspection and approval of the returned product;
• Availability of the replacement product;
• Applicable price differences;
• Delivery availability; and
• Applicable return or replacement delivery charges.
16. PRICE DIFFERENCES FOR EXCHANGES
If the replacement product is more expensive than the original product, the customer must pay the price difference before the replacement product is dispatched.
If the replacement product is less expensive than the original product, the approved difference will be refunded to the customer’s bank account.
Where the original purchase was made using Deema installments, any additional payment, refund or adjustment may require changes to the applicable installment arrangement.
The customer may be required to complete the appropriate Deema or payment-provider procedure before the exchange is finalized.
Promotional prices, discount codes and bundle discounts may be recalculated when processing an exchange.
17. EXCHANGE DELIVERY CHARGES
Where an exchange is requested because the customer selected the wrong product or changed their mind, the customer will be responsible for:
• The cost of returning the original product; and
• The cost of delivering the replacement product.
Where an exchange is required because Beauty ERA delivered an incorrect product or the product was damaged or defective when delivered, Beauty ERA will bear the reasonable replacement delivery costs after the issue has been inspected and confirmed.
18. ORDER CANCELLATION
You may request cancellation of an order before it has been processed, packed or dispatched.
Cancellation requests are not guaranteed because order processing may begin shortly after the order is placed.
Once an order has been processed, packed or dispatched, it may no longer be cancelled and must instead be handled as a return under this Policy.
To request cancellation, contact Customer Service immediately and provide your order number.
Where an approved cancellation relates to a purchase made using Deema installments, the cancellation and any related installment adjustment will be handled in accordance with Deema’s applicable procedures.
For other eligible transactions, the approved refund may be transferred to the customer’s bank account.
19. DELIVERY REFUSAL AND UNCLAIMED ORDERS
Where a customer:
• Refuses delivery without a valid reason;
• Provides an incorrect or incomplete delivery address;
• Fails to respond to reasonable delivery attempts; or
• Does not collect an order,
Beauty ERA may deduct reasonable costs incurred in connection with:
• Initial shipping;
• Return shipping;
• Storage;
• Re-delivery; and
• Courier services.
Beauty ERA may also restrict future orders from customers who repeatedly refuse or fail to accept confirmed orders, to the extent permitted under applicable law.
20. REPEATED OR ABUSIVE RETURNS
Beauty ERA offers this Policy to provide customers with a fair and convenient shopping experience.
We may monitor return and exchange activity.
To the extent permitted under applicable law, Beauty ERA may reject an order, return or exchange where we reasonably suspect:
• Fraud;
• Abuse of the return process;
• Repeated excessive returns;
• Use of products before returning them;
• Tampering with products or packaging;
• False claims concerning damage or missing products;
• Duplicate refund requests; or
• Other misuse of this Policy.
Any decision will be made on a case-by-case basis and will not limit mandatory consumer rights.
21. INTERNATIONAL AND CROSS-BORDER ORDERS
For orders delivered outside the United Arab Emirates, returns and exchanges may be subject to additional conditions, including:
• International return shipping charges;
• Customs duties;
• Import or export charges;
• Customs documentation;
• Product import restrictions;
• Health and safety regulations; and
• Longer transportation and refund-processing times.
Unless the return resulted from an error by Beauty ERA or the product was defective or damaged when delivered, the customer will be responsible for international return shipping, customs and related costs.
Customs duties, import taxes or fees collected by government authorities, couriers or other third parties may not be refundable by Beauty ERA.
Customers must contact Customer Service before returning an international order.
22. CONTACT AND BUSINESS INFORMATION
To request a return, refund, exchange or cancellation, please contact:
Legal and licensed business name:
NOBEL STARS - F.Z.E
Legal form:
Free Zone Establishment – Limited
Store and brand name:
Beauty ERA
License and Registration Number:
51510
Registered business address:
Ajman Free Zone, C1 Building, Ajman, United Arab Emirates
Website:
https://beauty-era.com/
Customer Service email:
admin@beauty-era.com
Telephone and WhatsApp:
+971 55 180 8826
Return address:
The approved return address will be provided by Customer Service after the return request has been reviewed and approved.
23. CHANGES TO THIS POLICY
Beauty ERA may update this Return, Refund and Exchange Policy from time to time to reflect changes in:
• Payment or installment methods;
• Delivery services;
• Products;
• Business operations;
• Applicable laws; or
• Regulatory requirements.
The updated version will be published on the Website with a revised “Last updated” date.
The Policy applicable to an order will generally be the version published at the time the order was placed, subject to mandatory legal requirements.
24. RELATED POLICIES
Terms of Service:
https://beauty-era.com/policies/terms-of-service
Privacy Policy:
https://beauty-era.com/policies/privacy-policy
Shipping Policy:
https://beauty-era.com/policies/shipping-policy