Refund policy

A product is bought to be used, not to sit unopened. So you get 14 days to try it, and if it isn't right for you, you get the full amount back.

14-day guarantee

The 14 days run from the day your order arrives. It applies to an opened pack you have already used, not only to sealed returns. It is enough that the product isn't right for you.

How to start a return

Email hussam@weareazourane.com or message us on WhatsApp. Give us your order number and the bank account we should send the money to. A line about why you are returning helps us improve, but it is not a condition. We reply within 2 hours on business days and arrange a courier to pick up the package from your address. We cover the return shipping within Bosnia and Herzegovina, so you don't pay a single mark out of pocket.

When you get your money back

Once we receive the returned package, your money goes back. Since orders here are paid cash on delivery, we send the refund by bank transfer to the account you give us. Processing takes up to 14 days, and in practice it is much faster. The delivery fee you paid on the original order is refunded along with the product.

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, and it does not cover products returned more than 14 days after delivery. If a package comes back with signs of an active allergic reaction or in a condition we cannot safely process, we will contact you before handling the return and find a solution together.

This policy applies to orders delivered within Bosnia and Herzegovina. For international orders, email us before sending anything back.