Refund policy

Akua Skin & Hair Science

At Akua Skin & Hair Science (“AKUA”), customer satisfaction is important to us. We take great care in ensuring that our products reach you in perfect condition. Please read our Refund & Replacement Policy carefully before making a purchase.

1. Eligibility for Refund or Replacement

Refunds or replacements are applicable only under the following circumstances:

  • The product received is damaged, defective, or leaking
  • The product received is incorrect (different from what was ordered)
  • The product is expired at the time of delivery

Claims will be accepted only if reported within 48 hours of delivery.

2. Non-Eligible Cases

Refunds or replacements will not be provided in the following situations:

  • Change of mind or personal preference
  • Incorrect product ordered by the customer
  • Products that have been used, opened, or tampered with
  • Allergic reactions or sensitivity, as skincare results may vary from person to person
  • Minor packaging variations that do not affect product quality

3. How to Raise a Request

To initiate a refund or replacement request, please contact us at:

Email: care@akua.co.in

Subject Line: Refund / Replacement Request – Order ID

Please include:

  • Your Order ID
  • Clear images or videos of the product showing the issue
  • A brief description of the concern

Requests without valid proof may not be accepted.

4. Verification & Approval

  • All requests are subject to verification by the AKUA team.
  • Once approved, you will be notified via email or phone.
  • AKUA reserves the right to decline requests that do not meet policy criteria.

5. Replacement Policy

  • Approved replacements will be shipped within 5–7 working days, subject to product availability.
  • In case the product is unavailable, a refund will be processed instead.
  • Replacement products will be shipped at no additional cost to the customer.

6. Refund Policy

  • Approved refunds will be credited back to the original mode of payment.
  • Refund processing timelines:
    • UPI / Wallets: 5–7 working days
    • Credit / Debit Cards / Net Banking: 7–10 working days
  • Refund timelines may vary depending on the bank or payment provider.

7. Cancellation Policy

  • Orders can be cancelled only before dispatch.
  • Once an order is dispatched, it cannot be cancelled.
  • If cancelled successfully, the refund will be processed as per the timelines mentioned above.

8. Damaged Packages on Delivery

If you receive a visibly damaged package, please do not accept the delivery or record an unboxing video clearly showing the damage and contact us immediately.

9. Final Decision

All decisions regarding refunds and replacements will be made at the sole discretion of AKUA and will be final and binding.

10. Contact Us

For any questions or support related to refunds or replacements, reach out to us at:

📞 +91 9173460238

📧 care@akua.co.in