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Refund policy

RETURN & REFUND POLICY

Simple, Clear & Thoughtful – Designed with fairness for both our customers and our planet.

At Neaf Neaf, we take great care in ensuring your products arrive in perfect condition. Due to the nature of skincare products and our global shipping standards, we maintain a strict yet fair return policy to protect both our customers and our quality promise.



ELIGIBILITY FOR RETURNS

To maintain hygiene and product safety, we only accept returns in the following limited cases:

  • The item was delivered damaged, or

  • You received a wrong or missing item.

We do not accept returns for change of mind, opened, or used products under any circumstances due to hygiene, customs clearance, and product integrity concerns.


RETURN REQUEST PROCESS

All return requests must be submitted within 7 days of delivery.

Please email us at help@aj-look.com with:

  • Your full name and order number

  • Clear photo(s) of the item(s), packaging, and shipping label

  • Description of the issue

Once reviewed and approved, we will issue a return authorization and further instructions. Unauthorized returns will not be accepted or refunded.



RETURN SHIPPING & CONDITIONS

Returned packages that arrive damaged, opened, or incomplete will not be eligible for refund.

  • Return shipping is only covered if the product is damaged or incorrect.

  • Items must be returned unopened, unused, and in original packaging within 7 days of approval.

  • All returns must use trackable shipping.

  • Returns sent without prior authorization or tracking may be rejected.



REFUND POLICY

If your return is approved and the product is received in good condition, we will process your refund to the original payment method within 5–10 business days.

Please note:

  • Shipping fees and international duties/taxes are non-refundable.

  • Refund amount may be adjusted depending on the condition of the returned product.

  • Any refused, unclaimed, or undeliverable packages are non-refundable unless confirmed as our error.

    Non-Returnable Cases

    We are unable to accept returns or issue refunds for:

    • Opened or used items

    • Requests made after 7 days of delivery

    • Orders delivered successfully but claimed as "lost"

    • Customs refusal, delivery delays, or unclaimed packages

    • Incorrect shipping addresses provided by the customer

    • Packages returned without prior approval