At IESAGROUP, we are committed to ensuring customer satisfaction with the products purchased from IESA Shop Glam. If you are not completely satisfied with your purchase, we offer a simple and transparent return and refund policy, as detailed below.
1. Overview
Our refund and returns policy lasts for 30 days. If 30 days have passed since your purchase, we cannot offer a full refund or exchange.
2. Return Conditions
You may return a product under the following conditions:
- Return Period: Customers have the right to return products within 14 calendar days from the date of receipt.
- Product Condition: The product must be in its original packaging, unused, undamaged, and include all accessories and manuals.
- Non-Returnable Products:
- Customized products.
- Items nearing or past their expiration date.
- Intimate use products.
- Sale items or clearance products.
3. Non-Returnable Products
Some products cannot be returned. These include:
- Perishable goods such as food, flowers, newspapers, or magazines.
- Intimate and personal hygiene products.
- Gift cards.
- Downloadable software products.
- Some health and personal care items.
4. Return Process
To initiate a return, follow these steps:
- Contact Us: Contact our customer service team via email at info@iesagroup.com within 14 days of receiving the product. Provide your order number, product description, and the reason for the return.
- Return Authorization: After reviewing your request, you will receive a confirmation with return instructions, including the return shipping address.
- Shipping the Product: The customer is responsible for return shipping costs unless the product is defective or the error was on IESAGROUP’s part.
5. Refund Conditions
If the return is approved, the refund will be processed as follows:
- Refund Method: The refund will be made using the same payment method used for the original purchase (credit card, debit card, bank transfer, etc.).
- Refund Timeframe: The refund will be issued within 10 business days after receiving and inspecting the returned product. Depending on your financial institution, the time it takes for the credit to reflect may vary.
- Shipping Refund: If the return is due to a manufacturing defect or shipping error, the shipping costs will be refunded along with the product value. Otherwise, shipping costs will not be refunded.
6. Defective Products
If you receive a product with a manufacturing defect, we offer the following options:
- Product Replacement: We will send a new product at no additional cost.
- Full Refund: If preferred, we can refund the total purchase amount, including shipping costs.
To report a defect, contact our customer service team via email at info@iesagroup.com within 7 days of receiving the product.
7. Order Cancellation
- Cancellation Before Shipping: If the order has not yet been shipped, you can request a cancellation and receive a full refund.
- Cancellation After Shipping: If the order has already been shipped, you will need to wait to receive the product and follow the return process outlined above.
8. Exceptions and Restrictions
Certain situations do not qualify for a return or refund:
- Customer-Damaged Products: Products damaged due to improper use, mishandling, or customer negligence are not eligible for return or refund.
- Wrong Product Choice: If the customer made an incorrect choice regarding size, color, or another detail, a refund may not be applicable unless there is a defect or error on our part.
- Sale Items: Products purchased on sale or clearance cannot be refunded.
9. How to Proceed with a Return
- Required Documentation: To complete your return, we require a receipt or proof of purchase. Please do not send your product back to the manufacturer.
- Product Condition: There are situations where only partial refunds are granted:
- Books with obvious signs of use.
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged, or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
10. Sale Items
Only regular-priced items may be refunded. Sale items cannot be refunded.
11. Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@iesagroup.com.
12. Gift Items
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will find out about your return.
13. Return Shipping Costs
To return your product, you must send it to the email address we will provide you with by email. You will be responsible for paying for your own shipping costs for returning your item. 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 returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
14. Contact Information
If you have any questions or need more information about our Return and Refund Policy, please contact our support team via email at info@iesagroup.com.
15. Need Help?
Contact us at info@iesagroup.com for questions related to refunds and returns.