At Alchemique, your satisfaction is our top priority. We aim to provide a smooth shopping experience, offering clear policies for order cancellations, refunds, and returns.
Order Cancellation
- All orders can be canceled before they are shipped.
- If your order has been paid for and you need to change or cancel it, please contact us within 12 hours of placing the order.
- Once the packaging and shipping process has begun, orders can no longer be canceled.
Refund Policy
We proudly offer absolute satisfaction guarantees. Refunds are available under the following conditions:
- Full Refunds:
- If you don’t receive your order within the guaranteed time (45 business days, excluding processing time of 1–3 business days).
- If the item is damaged or not as described.
- Partial Refunds:
- If the item is no longer wanted but is received in unused condition. The customer must return the item at their own expense to our warehouse.
Exceptions (Refunds Not Available):
- Orders that do not arrive due to:
- Incorrect address provided by the customer.
- Exceptional circumstances beyond our control (e.g., customs delays or natural disasters).
Note: Photo evidence may be required for items that are damaged or not as described. Claims for such issues must be submitted within 14 days of receiving the product.
Returns and Exchanges
We offer a 30-day money-back guarantee for all products. If you are not satisfied with your purchase, you may return it for a replacement or refund.
- Return Process:
- Contact our customer support team at support@alchemique.com or via the Contact Us page.
- Provide details of your issue and photo evidence if required.
- Ship the product to the return address provided by our team. Customers are responsible for return shipping costs unless the item was defective or incorrect.
- Provide a tracking number for the returned item.
- Once the return is received and inspected, we will process your refund or send a replacement.
Important Notes:
- Returns must be made within 30 days of receipt.
- Please do not send products back unless authorized by our support team.
- Refunds for returned items will be processed minus shipping costs.
Are There Any Items I Can’t Return?
Hygiene and customer safety are our top priorities. For this reason, the following items cannot be returned:
- Face and body products if opened, used, or if the protective seal is broken.
- Underwear if the hygiene seal is not intact or any labels have been removed.
- Swimwear if the hygiene seal is not intact or any labels have been removed.
- Pierced jewelry if the seal has been tampered with or is broken.
How Our Supplier Handles Refunds and Returns
We collaborate with reliable suppliers to ensure a seamless process for returns and exchanges. Below are additional conditions managed by our suppliers:
- For damaged or incorrect products, photo evidence must be submitted within 14 days of receipt.
- If the product packaging is damaged but the product itself is intact, claims must be filed with the shipping carrier directly.
- If an order is marked as delivered but not received, customers must file a claim with the shipping carrier.
For any questions or concerns regarding refunds, returns, or exchanges, please contact us at support@alchemique.com. Our team is always ready to assist you and provide the best solutions.
