Return & Refund Policy

Return & Refund Policy (Non-Returnable Products)

At ERWANA, customer safety and product hygiene are our top priorities. Due to the nature of skincare and cosmetic products, all products sold on our website are non-returnable and non-exchangeable once delivered.

Non-Returnable Items

The following products cannot be returned or exchanged:

• Face Serums
• Sunscreens
• Moisturisers
• Face Cleansers
• Skincare Products
• Cosmetic Products
• Personal Care Products
• Opened or Used Products
• Products with Broken Safety Seals

Refund Eligibility

Refunds will only be considered under the following circumstances:

• You received a damaged product.
• You received the wrong product.
• The product was missing from your order.
• The product was damaged during transit.

Reporting an Issue

To request assistance, please contact our customer support within 24 hours of delivery and provide:

• Order Number
• Clear photographs of the product
• Images of the outer packaging
• An unboxing video (recommended for faster resolution)

Failure to report within the specified timeframe may result in the request being declined.

Refund Process

If your claim is approved:

• Refunds will be processed to the original payment method within 5–10 business days, or
• A replacement product may be offered, subject to availability.

Cancellation Policy

Orders may only be cancelled before they are dispatched. Once shipped, cancellation requests cannot be accepted.

Contact Us

For any questions regarding orders, shipping, returns, or refunds, please contact our customer support team through the contact details available on our website. We are committed to resolving genuine concerns promptly and ensuring a smooth shopping experience.