Refund Policy | Awawa Luxury
At Awawa Luxury, we are committed to delivering high-quality products and exceptional service. Your satisfaction is our top priority. However, due to the nature of our luxury products, we follow a strict refund policy to ensure fairness and transparency for all parties.
Eligibility for Refund
To be eligible for a refund, the following conditions must be met:
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Video Proof at Time of Delivery:
- The customer must record a clear, unedited video showing the entire unboxing process.
- The video must begin while receiving the product directly from the delivery agent.
- The product must be shown clearly from all angles during the unboxing.
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Valid Reasons for Refund:
- The product is damaged (e.g., broken bottle, leakage).
- The product is defective or incorrect (wrong item sent).
- The packaging is severely compromised, leading to product damage.
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Video Must Show:
- The delivery agent handing over the product.
- The intact packaging before opening.
- The moment the package is opened and the condition of the product inside.
Refund requests without video evidence recorded at the time of delivery will not be entertained under any circumstances.
How to Request a Refund
If your product meets the refund criteria, please follow these steps:
- Email us at hello@awawaluxury.com within 24 hours of receiving the product.
- Include:
- Your order number.
- The video proof as described above.
- A brief description of the issue.
Our customer care team will review your request and get back to you within 3–5 business days.
Non-Refundable Situations
- No video or incomplete/unverifiable video.
- Video recorded after the package has already been opened.
- Product damaged due to mishandling after delivery.
- Change of mind or dislike of fragrance/packaging.
- Returns initiated after 24 hours of delivery.
Final Note
We highly recommend checking your product at the time of delivery and recording the process as outlined to ensure a smooth refund process, if needed.
Thank you for choosing Awawa Luxury.