Refund policy

A product is bought to be used. So you have 15 days to try it, and if it isn't right for you, we refund the full amount.

15-day guarantee

The 15 days run from the day you receive your order. The guarantee also covers an opened pack you are already using. It is enough that the product isn't right for you.

How to start a return

Message us on Viber, 061 662 581, or email hussam@weareazourane.com. Give us your order number. If you paid cash on delivery, also send the bank account we should refund to; if you paid by card, the amount goes back to the same card and we don't need an account number. A line about why you are returning helps us improve, but it is not a condition. On business days we reply within 2 hours and send a courier to pick up the package from your address. We pay for the return shipping, so it costs you nothing.

When you get your money back

As soon as we receive the returned package, your money goes back: by bank transfer to the account you send us if you paid cash on delivery, or to the same card if you paid by card. Processing takes up to 14 days, and in practice it is much faster. We also refund the delivery fee from the original order.

Exceptions

The guarantee covers the case where the product isn't right for you. It does not cover damage or contamination that occurred after delivery, or packages returned more than 15 days after delivery. If there are signs of an active allergic reaction, or the pack comes back in a condition we cannot safely process, we contact you before processing it and find a solution together.

This policy applies to all orders delivered in Bosnia and Herzegovina. For international orders, message us before returning anything.