Return and Refund Policy

DELIVERY

We process orders Monday through Saturday in the order they are received, following credit approval. Purchases made on Sundays and public holidays are processed the following business day. All our orders are shipped via Standard shipping unless stated otherwise. This is estimated to take a maximum of five working days (excluding official public holidays).

You will receive an email containing tracking details when your order has been dispatched.

Please note:

Delivery times will vary depending on several factors, including product availability, the capacity of our center, supplier delivery of product to us, and any delays experienced by our delivery agent. We are not responsible or liable for any delay in delivery.

If your order is late, email us at sales@ArellanoSkincare.com and we will follow it up with our delivery agent.

Once you receive your products, you should check that they match your order. Please tell us immediately if they are not correct. Subject to applicable law, we may still reject any delivery complaints if we receive them more than 7 working days after you receive the delivery.

RETURNS, EXCHANGES AND REFUNDS

We are proud to offer you a fabulous selection of all natural, all vegan quality products. We want you to be thrilled with your purchase however, if you don’t feel that the chosen product is quite right for you, we are happy to help you. 

The product may be returned to Arellano Skincare for refund or exchange within 5 days of purchase. To be eligible for a return, your item must be unopened and in the same condition that you received it. It must also be in the original packaging. 

To complete your return and exchange, please email us at: sales@ArellanoSkincare.com indicating your wish to exchange or return. Your subject line should read – 'RETURN/EXCHANGE [your order number]'. Please include your reason for the return/exchange and the proof of purchase in this email. Arellano Skincare will endeavor to respond to all return and exchange enquiries sent by email within 48 hours during working days.

If you have received a faulty or damaged product, you must take a photo of the damaged or faulty goods for our insurance purposes and notify us of the damaged or faulty product within 48 hours. Please kindly help to take a photo including:

• The packaging,

• The parcel label (clearly showing the reference number), and

• The damaged item.

Important: These all need to be displayed all in the one photo for the claim to be processed. Please send the photo to: sales@ArellanoSkincare.com.

The damaged or faulty product must be returned to Arellano Skincare for refund or exchange within 7 days of purchase.

Please note:

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days depending on bank processing time.

CANCELLATION

We may cancel any order or part of an Order (including Orders which have been accepted) without liability to you for the cancellation if at any time if:

(a) the requested products in the Order are not available.

(b) there is an error in the price, or the product description posted on the Website in relation to the product of the Order; or

(c) the Order has been placed in breach of these terms and conditions.

If any payment has been taken for a cancelled Order, then the full payment amount of any part of the Order that has been cancelled, including shipping fees will be refunded to your original payment method.

SHIPPING

You will be responsible for paying for your own shipping and additional postage charges. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
 

Arellano Skincare reserves the right to refuse service to anyone at any time for any reason. Arellano Skincare also reserves the right to cancel an order, if necessary and at any time, without consequence.