1. Detailed Conditions for a Valid Refund Claim

While you’ve stated that a refund is possible for damaged or incorrect items, you can be more specific about what a customer needs to provide. This makes the process smoother and faster.

  • Proof of Purchase: Require the order number and the receipt or proof of purchase.

  • Timely Notification: Reiterate the 24-hour window for reporting issues. You can add a reason, such as “due to the sensitive nature of our products and to ensure quick resolution with our delivery partners.”

  • Required Documentation: Clearly state that a clear photo or video of the damaged item, broken seal, or the incorrect product received is mandatory.

 

2. Clear Refund Method and Timeframe

Customers will want to know how and when they will receive their money back.

  • Refund Method: Specify if the refund will be issued to the original payment method (e.g., credit card) or if a cash refund will be provided for cash-on-delivery orders.

  • Processing Time: Provide an estimated timeframe for when the refund will be processed (e.g., “within 3-5 business days after the claim is verified”) and a separate timeframe for when the money will appear in their bank account (e.g., “depending on your bank’s policies, this may take an additional 5-10 business days”).

 

3. Exclusions from the Policy

It’s important to explicitly state what is not covered by your refund policy. This prevents claims for issues that are outside of your control.

  • Change of Mind: Formally state that refunds are not provided for “change of mind” or for products that were ordered incorrectly by the customer.

  • Damages Due to Misuse: Clarify that a refund is not possible for products that have been damaged after delivery due to a customer’s misuse, negligence, or improper storage.

  • Sale Items: Mention if products purchased during a sale or with a special discount are considered final sale.

 

4. A Clear Step-by-Step Procedure

A simple, numbered list makes the process easy for customers to follow.

  • Step 1: “Contact our customer service team via Facebook page or Email address (support@aylasshop.com) within 24 hours of receiving your delivery.”

  • Step 2: “Provide your order number and a clear photo of the damaged or incorrect item.”

  • Step 3: “Our team will review your request and contact you to arrange a refund or replacement.”

 

5. Handling of Shipping Costs

While you offer local delivery, it’s good to specify who bears the cost in case of an issue.

  • For Valid Claims: State that if a refund or replacement is approved due to a mistake on your part (damaged, incorrect, or missing item), you will cover any associated costs.