Refund policy

Last updated: 31 May 2026. This policy applies to all purchases from aichabelle.com. It sits alongside your statutory rights under the UK Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and, where you live in the EU/EEA, your local consumer-protection law. It does not replace or reduce them.

Your statutory rights

Nothing in this policy affects your statutory rights. Where this policy and your statutory rights differ, your statutory rights prevail.

Your 14-day cooling-off right (UK and EU consumers)

For standard items, you have 14 days from the day your order arrives to tell us you wish to cancel, and a further 14 days to return the goods. You don’t need to give a reason. Email hello@aichabelle.com with your order number before the 14-day period expires.

What can be returned for a change-of-mind refund

Wigs and hair accessories — if unworn, with the original protective cap-cover and packaging intact.
Skincare with broken seal but unused — refund minus a 15% restocking fee, at our discretion, to reflect the diminished resale value.

Return the item to us at your own cost, securely packaged to prevent damage in transit, in its original or equivalent packaging. Until it reaches us it remains your responsibility, so we recommend a tracked or insured service.

What can’t be returned (sealed-goods exception)

Under reg. 28(3) of the UK Consumer Contracts Regulations 2013 and EU Directive 2011/83 art. 16(e), skincare products that have been opened or used are exempt from the cooling-off right for hygiene reasons. We cannot accept opened cosmetics back unless they are faulty.

Faulty, damaged or misdescribed items

If your item arrives faulty, damaged, or does not match its description, your statutory rights under the Consumer Rights Act 2015 apply in full and are not affected by the sealed-goods exception above.

Short-term right to reject: within 30 days of delivery you may reject a faulty item for a full refund.
After 30 days: we will offer a repair or replacement and, if that is unsuccessful, a refund — as appropriate under the Consumer Rights Act 2015.

Email hello@aichabelle.com with your order number, a description of the fault or discrepancy, and photographs of the item and its packaging. For faulty or misdescribed goods, return postage is covered by Aichabelle Limited.

Damaged in transit

If your parcel arrives visibly damaged, please note it on the carrier’s delivery record where possible, photograph the outer packaging and the item, and contact us within 48 hours at hello@aichabelle.com with your photographs and order number. Please retain all original packaging until your claim is resolved.

Pre-order (Early Bird) cancellations

Pre-orders take no payment at checkout — your card is securely vaulted and only charged when your jar ships from the batch you reserved. You can cancel a pre-order any time before it ships, free of charge. Email us and we’ll release your slot to the next person on the list.

Seller’s right to refund before dispatch

Aichabelle Limited reserves the right, at its reasonable discretion, to cancel and fully refund any order at any time before dispatch — for example for sanctions screening, stock unavailability, batch failure, shipping restrictions, suspected fraud, or pricing errors. Where we do this, we refund the full amount you paid to your original payment method. This does not affect your statutory rights in respect of any order we do fulfil.

How to return

Email hello@aichabelle.com within the relevant window. Include your order number and which items you want to return.
We’ll send a returns address and (for UK orders) a prepaid label if the item is faulty. For change-of-mind returns the postage is paid by you.
Pack the item in its original or equivalent packaging.
We inspect the returned item and issue refunds to the original payment method within 14 days of receiving the return (faulty items) or, for change-of-mind returns, within 5–10 working days.

International returns

The same policy applies, but for change-of-mind returns the return postage is at your cost and any import duties/taxes paid on the original delivery are not refundable by us — you may be able to reclaim them from your local customs authority. For faulty or misdescribed goods, we cover return costs.