Product Support & Warranty
Our Commitment to Quality
At Aelheart, we want every product you receive to meet the quality and presentation standards described in our store.
Our products across Liquid Eyeliner, Gel Eyeliner, and Pencil Eyeliner are selected and prepared for shipment with care. Our Liquid Eyeliner collection may include fine-tip liquid eyeliners, brush-tip eyeliners, pen-style liquid eyeliners, and other liquid eyeliner products, while our Gel Eyeliner and Pencil Eyeliner collections include products designed for different everyday eye makeup styles and application preferences.
If your product arrives damaged, defective, incorrect, incomplete, or develops a qualifying manufacturing, functional, packaging, applicator, or structural issue during the applicable warranty period, our customer support team will review the issue and provide an appropriate solution in accordance with this Warranty and Guarantee Policy and applicable consumer law.
90-Day Limited Warranty
Most eligible Aelheart products are covered by a 90-day limited warranty beginning on the date of confirmed delivery, unless otherwise stated on the applicable product page.
The warranty applies to eligible manufacturing defects, defects in materials or workmanship, and qualifying functional, applicator, packaging, or structural issues that arise during normal and intended use.
Depending on the nature of the issue, product availability, and the circumstances of the claim, an approved warranty claim may result in:
• A replacement product
• A replacement component, where appropriate and available
• A refund
• Store credit, where agreed with the customer
• Another appropriate remedy
The specific remedy will depend on the nature of the issue, product availability, applicable consumer law, and the circumstances of the claim.
What Is Covered
Subject to the terms and exclusions in this policy, the limited warranty may cover:
Manufacturing Defects
Defects in materials, formula packaging, applicators, components, or workmanship that affect the normal intended use, function, packaging integrity, or structure of the product.
Material, Applicator, Packaging, or Construction Issues
Unexpected issues involving product containers, barrels, caps, closures, brush tips, felt tips, pencil tips, applicators, retractable mechanisms, twist-up mechanisms, gel pots, cosmetic containers, packaging components, or other functional or structural elements during normal and intended use.
For Liquid Eyeliner products, qualifying manufacturing defects may include issues affecting originally supplied applicators, brush tips, felt tips, barrels, closures, containers, dispensing components, or packaging where the issue occurs during normal and intended use and is not caused by misuse, contamination, unauthorized modification, improper storage, or unsuitable environmental exposure.
For Gel Eyeliner and Pencil Eyeliner products, qualifying manufacturing defects may include issues affecting originally supplied containers, caps, pencil barrels, twist-up or retractable mechanisms, pencil tips, applicators, or other product components where the issue is attributable to manufacturing rather than customer handling or normal use.
Structural or Functional Defects
Problems with the construction, packaging integrity, applicator function, product mechanism, or intended functionality of the product that are not caused by accidental damage, misuse, excessive force, contamination, improper care, improper storage, or unauthorized modification.
Examples may include qualifying issues affecting:
• Liquid Eyeliner pens, tubes, brush-tip liners, felt-tip liners, or related products
• Liquid Eyeliner barrels, caps, closures, applicators, dispensing components, or tips
• Gel Eyeliner pots, pencils, twist-up liners, caps, closures, or applicators
• Pencil Eyeliner barrels, retractable mechanisms, sharpenable sections, caps, or pencil tips
• Cosmetic containers, closures, applicators, or packaging components
• Product mechanisms, internal components, seals, or other functional elements
Products Damaged on Arrival
Products that arrive damaged, crushed, bent, scratched, cracked, broken, leaking, defective, incomplete, or otherwise unusable because of shipping, handling, fulfillment, or another issue not caused by the customer.
If an item arrives damaged, defective, incorrect, incomplete, leaking, or materially different from its product description, we will provide an appropriate remedy at no additional cost to the customer where the issue is confirmed to be our responsibility.
What Is Not Covered
Unless otherwise required by applicable law, the limited warranty does not cover damage or issues caused by:
• Accidental drops, impacts, crushing, bending, snapping, tearing, or breakage
• Misuse or use outside the product's intended cosmetic purpose
• Improper application, handling, sharpening, cleaning, or storage
• Excessive force or pressure
• Use with incompatible cosmetic tools, sharpeners, applicators, products, or accessories
• Exposure to water or moisture beyond the product's stated specifications
• Exposure to excessive heat, chemicals, cleaning agents, prolonged sunlight, freezing conditions, or unsuitable environments
• Normal wear and tear
• Normal consumption or depletion of cosmetic formula through use
• Cosmetic changes resulting from normal use
• Drying, texture changes, colour changes, surface wear, scratching, creasing, or minor finish changes caused by use, air exposure, contamination, or improper care
• Formula deterioration, staining, contamination, or packaging damage caused by improper storage or environmental exposure
• Unauthorized repairs, modifications, alterations, refilling, dilution, mixing, or disassembly
• Improper cleaning or maintenance
• Improper sharpening, retracting, closing, or handling of eyeliner products
• Loss or theft
• Customer-caused damage
• Damage occurring after the applicable warranty period
Minor variations in colour, shade, texture, finish, shape, surface appearance, formula consistency, applicator appearance, decorative details, or other cosmetic characteristics are generally not considered defects when they do not materially affect the normal intended use or product integrity.
For eyeliner products, minor differences in perceived colour, shade intensity, finish, or appearance caused by surrounding lighting conditions, screen representation, skin tone, surrounding makeup, application technique, number of layers applied, or normal production variation are generally not considered defects where the product otherwise performs according to its stated specifications.
Damaged, Defective, Incorrect, or Incomplete Items
Please inspect your order promptly after delivery.
If your product arrives:
• Damaged
• Crushed, bent, scratched, cracked, broken, leaking, or otherwise physically affected
• Defective
• Incorrect
• Incomplete
• Missing components, applicators, caps, or accessories
• Materially different from the product description
please contact us at:
as soon as reasonably possible.
To help us review the issue, please provide:
• Your order number
• Product name
• A brief description of the issue
• Clear photographs of the product
• A short video demonstrating the issue where relevant
• Photographs of the inner or outer packaging where relevant
• A photograph of the shipping label where available
For Aelheart products, photographs or videos may be particularly helpful for issues involving brush tips, felt tips, applicators, pencil tips, caps, closures, barrels, retractable mechanisms, twist-up mechanisms, gel pots, cosmetic containers, product leakage, broken packaging, product colour, texture, fill level, product shape, size, finish, or other visible or functional product concerns.
For Liquid Eyeliner products, a short video may also help demonstrate an applicable functional issue involving the applicator, dispensing function, brush or felt tip, cap or closure, leaking container, or another product function not working as described.
For Gel Eyeliner and Pencil Eyeliner products, photographs or videos may also help demonstrate applicable issues involving broken pencil tips, damaged retractable mechanisms, cracked containers, damaged caps, twist-up mechanisms, applicators, or other product components.
Please keep the affected product and packaging until our customer support team has reviewed your request.
If Aelheart confirms that the item arrived damaged, defective, incorrect, incomplete, or materially different from its product description, we will provide an appropriate replacement, refund, return solution, or other remedy at no additional cost to the customer.
How to Make a Warranty Claim
To submit a warranty claim, contact our customer support team at:
Please include:
• Your order number
• The email address used to place the order
• Product name
• A description of the issue
• Supporting photographs or videos where relevant
Our customer support team aims to respond to warranty enquiries within 1–2 business days.
Warranty Review
Warranty claims are reviewed based on the individual circumstances of the issue.
During our review, we may consider:
• The nature of the reported issue
• The date of confirmed delivery
• Product condition
• How the product was used, applied, handled, or stored where applicable
• Photographs or videos provided
• Whether the issue is consistent with a manufacturing, functional, applicator, packaging, or structural defect
• Whether customer-caused damage, misuse, contamination, improper storage, incompatible cosmetic tools or accessories, improper cleaning, improper sharpening, or improper care contributed to the issue
• Applicable consumer protection requirements
Submitting a warranty claim does not automatically mean that the claim has been approved.
Replacement Products
If a replacement is approved, we will make reasonable efforts to provide the same product or variation originally purchased.
If the original product is unavailable, we may offer:
• A comparable replacement
• An alternative product, where agreed with the customer
• A refund
• Store credit, where agreed with the customer
• Another appropriate solution
Product Care
To help keep your Aelheart products in good condition:
• Follow any application, storage, handling, care, or use instructions provided with the product
• Use each product only for its intended cosmetic and eye makeup purpose
• Handle cosmetic containers, applicators, brush tips, felt tips, pencil tips, barrels, caps, closures, gel pots, and related components carefully
• Avoid unnecessary pulling, bending, dropping, impact, crushing, or excessive force
• Use only suitable cosmetic tools, sharpeners, applicators, or accessories where specified
• Keep product tips, applicators, gel surfaces, and cosmetic-contact areas clean and protected from unnecessary contamination
• Avoid prolonged exposure to excessive moisture, heat, chemicals, direct sunlight, freezing conditions, or environmental conditions beyond the product's stated specifications
• Clean applicable cosmetic tools or reusable applicators using suitable methods according to relevant care instructions
• Store products appropriately when not in use and keep caps, lids, and closures secured where applicable
For Liquid Eyeliner products, including fine-tip liquid eyeliners, brush-tip eyeliners, and pen-style liquid eyeliners, follow the applicable application, closure, handling, storage, and product-care instructions. Keep caps securely closed when the product is not in use, avoid unnecessary air exposure, and do not assume that a product is waterproof, smudge-resistant, transfer-resistant, or suitable for a particular application technique unless this is specifically stated on the applicable product page.
For Gel Eyeliner products, follow any applicable application, applicator, storage, closure, and handling instructions. Keep gel pots, caps, pencil surfaces, and applicators appropriately clean and protected from unnecessary contamination. Do not assume that a product is waterproof, transfer-resistant, smudge-resistant, or suitable for a particular wear condition unless specifically stated on the applicable product page.
For Pencil Eyeliner products, follow any applicable application, sharpening, retracting, storage, and handling instructions. Use an appropriate cosmetic pencil sharpener where required, avoid excessive force when applying or sharpening the pencil, and keep caps or retractable mechanisms secured when the product is not in use.
Damage resulting from misuse, contamination, improper application, improper handling, improper cleaning, unsuitable storage, incompatible cosmetic tools or accessories, environmental exposure beyond stated specifications, or failure to follow reasonable care instructions may not qualify for warranty coverage where permitted by applicable law.
Consumer Rights
This limited warranty is provided in addition to, and does not replace, any rights you may have under applicable consumer protection laws.
Contact Us
If you have questions about a product, warranty coverage, or an existing warranty claim, please contact us:
Brand: Aelheart
Website:
aelheart.com
Legal Entity:
Suzhou Jianzhichao Network Technology Co., Ltd.
Registered Address:
Room 10121, 10th Floor, Building B, Huoli Business Plaza, No. 185 Jumao Street, Yuanhe Subdistrict, Xiangcheng District, Suzhou City, Jiangsu Province
Unified Social Credit Code:
91320507MAEE1BXD7U
Customer Support Email:
service@aelheart.com
For order-related enquiries, please include your order number and the email address used at checkout.
Our customer support team aims to respond to enquiries within 1–2 business days.
Please do not send complete credit card information, CVV/security codes, or account passwords by email.
Aelheart — Precise Lines. Expressive Looks. Everyday Beauty.