Refund policy

Returns & Refund Policy

At Chloeya, every order is a sealed personal-care product made to high standards. Because the Alpha Hair Serum is a hygiene product, an unopened seal is what makes a return possible. Please read the section that applies to where your order is shipped.

Orders shipped to the European Union (EU/EEA) and the United Kingdom

If your order is shipped to the EU, the EEA or the United Kingdom, you have a legal right of withdrawal. You may cancel or return your order within 14 days, for any reason and without justification. The 14-day window starts from the day you receive the last item in your order.

What you can return
Because our serum is a sealed hygiene product, it can only be returned if it is unopened and with its seal intact. Once the seal is broken the product can no longer be returned for hygiene reasons. Sealed, unopened products may be returned within the 14-day window. This applies to all sealed, unopened products, including any purchased at a discount or on promotion.

How to start a withdrawal or return
Start your request from your customer account here: https://shopify.com/74942906618/account. If you checked out using a phone number only and did not provide an email, please use the link in your SMS order confirmation to start your request instead. You may also use the model withdrawal form at the end of this policy, but you are not required to.

Cancellations
You may cancel an order at any time before it has been packed and shipped. Once your order has been fulfilled it can no longer be cancelled, so please follow the return process above instead.

Return shipping
You are responsible for the cost of return shipping on withdrawal returns. We will provide a return address once your request is confirmed. If your item arrived damaged, defective or incorrect, we cover the return shipping cost.

Refunds
Once we receive and inspect your returned item, we will let you know whether your refund is approved. Approved refunds are issued to your original payment method within 14 days of us receiving the returned goods. We refund the price of the product plus the standard outbound shipping cost of your original order. If you selected a more expensive delivery option, we refund up to the cost of our standard delivery. Your bank or card provider may take additional time to post the refund.

Orders shipped to all other markets (Singapore, Malaysia and elsewhere)

You may return an unopened, unused bottle within 14 days of delivery. The seal must be intact. Because the Alpha Hair Serum is a personal-care and hygiene product, we cannot accept a return once the seal has been broken.

How to start a return
Email us at chloeyainternational@gmail.com with your order number before sending anything back. We will confirm your request and provide a return address.

Return shipping
Return shipping is arranged and paid for by you. We recommend a tracked service, as we can only process a refund for an item that reaches us. If your item arrived damaged, defective or incorrect, we cover the return shipping cost.

Refunds
Once we receive and inspect your returned item, we will let you know whether your refund is approved. Approved refunds are issued to your original payment method within 14 days of us receiving the returned goods. Your bank or card provider may take additional time to post the refund.

Cancellations
You may cancel an order at any time before it has been packed and shipped. Once your order has been fulfilled it can no longer be cancelled, so please follow the return process above instead.

Damaged, defective or incorrect items (all markets)

Please inspect your order as soon as it arrives. If your item is defective, damaged, or you received the wrong product, contact us at chloeyainternational@gmail.com with a photo. We will evaluate the issue and make it right with a replacement or full refund, including any return shipping cost, regardless of where your order was shipped.

Non-returnable items

For hygiene and safety reasons, opened or unsealed serum cannot be returned, except where the item is defective or damaged. We also cannot accept returns on gift cards.

Exchanges

The fastest way to get a different product is to return your eligible sealed, unopened item and, once the return is accepted, place a new order separately.

Contact

For any return, cancellation or refund question, email us at chloeyainternational@gmail.com.

Model withdrawal form (EU/EEA and UK customers)

You may use this form to exercise your right of withdrawal, but you are not obliged to. Complete and return it to us only if you wish to withdraw from your contract.

To Chloeya (Rose & Belle Enterprise), chloeyainternational@gmail.com:

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

  • Order number: _______________
  • Ordered on / received on: _______________
  • Name of consumer(s): _______________
  • Address of consumer(s): _______________
  • Date: _______________
  • Signature (only if this form is submitted on paper): _______________