Returns & Cancellations Policy

• At aerah, every order is packed with care and intention. We want your experience from checkout to the moment you open your parcel to feel considered. That said, we understand that things do not always go as planned, and this policy is here to make sure you always know exactly where you stand.
  Please read through this carefully. We have tried to be as clear as possible so there are no surprises on either side.
  This Policy applies to all orders placed on aerah.co and is operated by Aerah Essentials Pvt. Ltd., with its registered office at 15/221-222, Malviya Nagar, New Delhi – 110017, South Delhi, Delhi, India. It is to be read alongside our Terms and Conditions, Privacy Policy, and Shipping Policy, all of which are available on the Website.

  Please read these Terms and Conditions carefully before using this Website. By accessing or browsing aerah.co, you confirm that you have read, understood, and agree to be bound by them.

• 1. Order Cancellations

  Can I cancel my order?

  We begin processing orders quickly after they are placed, so our cancellation window is short but available. If you have had a change of heart, you are welcome to write to us at hello@aerah.co with your order ID, and we will do our best to help provided your request reaches us in time.
  A cancellation request will be considered only if both of the following conditions are met:
  — Your request is received within 3 hours of placing the order, and
  — Your order has not yet been shipped or handed over to the courier partner
  Whichever of the above occurs first will determine the cut-off. Once your order has been dispatched and is in the hands of our courier partner, we are unable to intervene, redirect, or recall it. In such cases, a cancellation will not be possible.

  What happens after cancellation is approved?

  If your cancellation request is received in time and your order has not yet been shipped, we will confirm the cancellation over email. The full order amount including any applicable taxes will be refunded to the original payment method used at checkout.
  Please allow 7–14 business days for the refund to reflect in your account. This timeline is governed by your bank or payment provider and is outside our control. If you do not see the refund after 14 business days, feel free to write to us at hello@aerah.co and we will share the relevant transaction details to help you follow up.

  Cancellations during sale and promotional periods

  We put a great deal of effort into our sale events and promotional offers, and these are structured around a fixed inventory and fulfilment plan. For this reason, orders placed during a sale or active promotional campaign including launch offers, discount windows, or any limited-time pricing cannot be cancelled or modified, regardless of when within the sale they were placed.
  This also applies to orders placed in the days leading up to a sale. If you placed an order at regular pricing before a sale began, that order is subject to the same cancellation terms as any regular-period order. However, the fact that a sale started after your purchase is not a valid ground for cancellation or price adjustment.
  A ‘sale or promotional period’ refers to any period during which aerah is running a limitedtime discount, launch offer, bundle deal, or similar campaign, as communicated on our website or social channels.

• 2. Returns & Replacements

  Our approach to returns

  Because aerah products are skincare formulations, we follow a strict quality and hygiene standard. We are unable to accept returns for products that have been opened, used, or tried this is both a safety measure and a quality assurance practice. We hope you understand.
  That said, if something has gone wrong with your order through no fault of your own, we absolutely want to make it right.

  When is a return accepted?

  A return request will be considered only in the following specific circumstances:
  — The product you received is physically damaged for example, the bottle is cracked, the pump is broken, or the packaging has been crushed in transit
  — The product has a visible manufacturing defect, such as a broken seal on an otherwise unused product, or a packaging fault that occurred before dispatch
  — An incorrect product was shipped to you meaning you received a different SKU, variant, or item than what you ordered
  — A product is missing from your order meaning your package arrived with fewer items than what was confirmed in your order summary
  

  Returns will not be accepted in the following situations

  — The product has been opened, partially used, or tried even once
  — The seal, security sticker, or serial number on the product or packaging has been removed or tampered with
  — The product is being returned due to a change of mind, a preference for a different product, or dissatisfaction with results as skincare efficacy is subjective and individual
  — The concern is related to fragrance, texture, or colour variation within acceptable formulation ranges
  

  How to raise a return request

  Time is important here. Please write to us at hello@aerah.co within 24 hours of receiving your order. We are genuinely sorry if something has gone wrong, and we want to resolve it as quickly as possible but this 24-hour window is critical because our shipping partner requires us to report claims within this period. Once it has passed, we are contractually unable to raise the issue with the courier, and we would therefore be unable to process your request.
  Your email should include all of the following:
  — Your order ID (found in your confirmation email)
  — A clear, unedited video of you unboxing the parcel this should show the outer packaging before it is opened, and then the condition of the product inside. The video does not need to be long; it simply needs to capture the moment of unboxing without cuts
  — Clear photographs showing the damage, defect, incorrect item, or missing product. The issue must be visibly evident in the photos blurry or unclear images may not be sufficient for us to validate the claim
  We review every request carefully and aim to respond within 1–2 business days of receiving your email.

  How to send back the product

  If your return request is approved, we will share return instructions with you over email. When sending the product back, please ensure the following:
  Your email should include all of the following:
  — The product is returned in its original outer box the same one your order arrived in
  — All original internal packaging tissue, inserts, protective wrapping, and any other materials — is included
  — The product itself has not been opened or used
  If a returned product arrives at our end in a condition that does not meet the above for instance, the box is missing, the product is damaged in transit due to poor repacking, or the product appears to have been opened the return will be considered ineligible, and the same product will be couriered back to you at no additional charge.

  What happens once we receive the return?

  Once the returned product reaches us, our team will inspect it against the claim you raised. This typically takes 2–3 business days from the date of receipt.
  — If your return is approved, we will dispatch a replacement of the same product to the same delivery address. We will share a new tracking ID once it is shipped
  — If your return is found to be ineligible upon inspection, we will share the reason with you over email, and the product will be couriered back to you
  Please note that replacements are issued in kind meaning the same product is reshipped. We do not offer cash refunds or store credit for approved return cases; a replacement unit is the resolution we offer.
  

• 3. Lost or Undelivered Orders

  What if my order never arrives?

  We ship all orders through trusted courier partners and provide tracking details so you can follow your parcel in real time. However, we acknowledge that rare instances of loss or nondelivery can occur due to logistical errors that are beyond our control.
  If your tracking shows no movement for an extended period, or if the order is marked as delivered but you have not received it, please write to us at hello@aerah.co with your order ID and a screenshot of the tracking status. We will immediately raise an investigation with our courier partner.
  In the event that an order is confirmed lost in transit either by us or by the courier partner we will issue an aerah gift card to the value of your order. This gift card can be used on any future purchase on our website and does not expire.

  We want to be transparent: in cases of confirmed loss, we offer an aerah gift card rather than a monetary refund. We understand this may not be what everyone prefers, and we appreciate your understanding this allows us to continue offering high-quality products while absorbing the cost of logistics errors that are outside our control.

  If your order is marked as delivered by the courier but you believe it was not received, please note that once a delivery is confirmed by the courier partner, we are dependent on their investigation to determine next steps. We will advocate on your behalf, but the outcome of such investigations may vary.

• 4. A Note from Us

  We know that policies like this can feel transactional, but we want you to know that every request we receive is reviewed by a real person who genuinely cares about getting it right. If you are unsure about anything, or if your situation does not seem to fit neatly into what is described above, please just write to us. We will always do our best to find a fair resolution.
  Company: Aerah Essentials Pvt. Ltd.
  For all return, replacement, and cancellation queries, reach us at:
  Website: www.aerah.co
  Email: hello@aerah.co
  Registered Address: 15/221-222, Malviya Nagar, New Delhi – 110017, South Delhi, Delhi, India
  We aim to respond to all queries within 1–2 business days. Our support team is available Monday through Saturday.

aerah — for the era you’re in.