Return Policy
At Aelheart, we want customers to have a clear, fair, and straightforward return and refund experience.
This Return and Refund Policy applies to eligible purchases made through aelheart.com.
1. 30-Day Return Window
Eligible products may be returned within 30 calendar days after confirmed delivery.
Before returning any product, please contact our customer support team at:
Please include your order number and the item you wish to return.
Our customer support team will review your request, confirm eligibility, and provide the applicable return instructions and return address.
Please do not send products back before receiving return instructions from us.
Returns sent to an unauthorized address may result in delays in processing.
2. Return Eligibility
Unless an item was received damaged, defective, incorrect, incomplete, materially different from its product description, or is otherwise eligible for a remedy under applicable law, returned products should generally be:
• Unused or in like-new condition
• Clean, hygienic, and free from customer-caused damage or contamination
• Unaltered
• Returned with all original components, applicators, caps, packaging, and accessories
• Returned with original protective packaging where reasonably possible
Proof of purchase, such as an order number or order confirmation, may be required.
Because Aelheart products may include liquid cosmetic formulas, gel formulas, eyeliner pencils, plastic components, metal components, brush tips, felt tips, applicators, pencil tips, caps, closures, cosmetic containers, barrels, retractable mechanisms, product packaging, or other cosmetic components, returned products should be packaged carefully to prevent leakage, contamination, crushing, breakage, deformation, or other damage during transit.
We may inspect returned products before approving a refund.
3. Opened or Used Products
Opening a product does not automatically make it ineligible for return.
However, where permitted by applicable law, preference-based returns of opened or used cosmetic products may be subject to inspection and hygiene-related eligibility requirements.
Returned products should not show signs of excessive use, misuse, contamination, unauthorized modification, customer-caused damage, improper storage, improper cleaning, improper sharpening, improper handling, or use outside the product's intended cosmetic purpose.
For Liquid Eyeliner products, returned items should include the originally supplied product components and packaging where applicable, such as caps, applicators, brush tips, felt tips, barrels, containers, or other included components. Products should not show customer-caused leakage, contamination, damaged applicators, or improper storage.
For Gel Eyeliner and Pencil Eyeliner products, returned items should not show customer-caused contamination, excessive use, damaged pencil tips, broken retractable mechanisms, improper sharpening, damaged caps or closures, dried or altered product caused by improper storage, or other damage resulting from use outside the product's intended purpose.
Where permitted by applicable law, an appropriate deduction may be made if a product has experienced a material loss in value because of customer handling beyond what was reasonably necessary to inspect or evaluate the item.
4. Non-Returnable Items
Where permitted by applicable law, the following products may not be eligible for preference-based returns:
• Personalized or customized products
• Gift cards
• Products clearly marked as final sale before purchase
• Products damaged through misuse or improper handling
• Products damaged, contaminated, or materially altered after opening or use
• Products modified, repaired, refilled, mixed, diluted, or altered without authorization
• Products missing significant components, applicators, caps, packaging, or accessories because of customer handling
• Products damaged through use with incompatible cosmetic tools, sharpeners, applicators, products, or accessories
• Products damaged through improper storage, contamination, excessive heat, moisture, or environmental exposure beyond their stated specifications
• Opened or used cosmetic products that cannot reasonably be resold for hygiene or safety reasons, where permitted by applicable law
• Other products expressly identified as non-returnable before purchase
Any product-specific return exclusions will be clearly stated on the applicable product page.
Nothing in this section limits consumer rights that cannot legally be excluded.
5. Damaged, Defective, Incorrect, Incomplete, or Materially Different Items
Please inspect your order promptly after delivery.
If your item arrives:
• Damaged
• 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
• Clear photographs of the product
• Photographs of the packaging where relevant
• A photograph of the shipping label where available
• A short video demonstrating the issue where relevant
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, cosmetic containers, formula 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, such as a damaged applicator, defective dispensing mechanism, leaking container, closure issue, or another product function not working as described.
For Gel Eyeliner and Pencil Eyeliner products, photographs or videos may help demonstrate issues involving broken pencil tips, damaged retractable mechanisms, cracked containers, damaged caps, applicator defects, or other product problems where relevant.
If Aelheart confirms that the item arrived damaged, defective, incorrect, incomplete, or materially different from the product description, we will provide an appropriate replacement, refund, or return solution at no additional cost to the customer.
6. Return Shipping Costs
Preference-Based Returns
For returns requested because of:
• Change of mind
• Incorrect shade, colour, style, format, product type, or product selection by the customer
• Personal preference
• No longer wanting the product
• Other reasons unrelated to a defect or an error on our part
the customer is generally responsible for return shipping costs where permitted by applicable law.
We recommend using a trackable shipping service for preference-based returns.
Returns Caused by an Error on Our Part
If the return is required because the item arrived damaged, defective, incorrect, incomplete, or materially different from the product description, Aelheart will provide an appropriate solution at no additional cost to the customer.
7. Original Shipping Charges
Original shipping charges are generally non-refundable for preference-based returns unless:
• The return results from an error on our part
• The product was damaged, defective, incorrect, incomplete, or materially different from its description
• Aelheart expressly agrees otherwise
• Applicable law requires reimbursement
8. Return Address
Please do not return products to our registered business address unless our customer support team specifically instructs you to do so.
Our registered business address is not necessarily our product return facility.
Return locations may vary depending on product type, fulfillment location, customer destination, warehouse availability, hygiene-handling requirements, and logistics arrangements.
Once your return request has been reviewed and approved, our customer support team will provide the appropriate return warehouse address and return instructions.
9. Return Packaging
Customers should package returned products carefully to reduce the risk of damage, leakage, contamination, or deformation during return transportation.
Where reasonably possible, please include:
• The main product
• Applicators, caps, components, or accessories originally supplied
• Product inserts or instructions
• Original protective materials
• Original product packaging
Liquid Eyeliner products should be securely closed and packaged to protect containers, barrels, caps, closures, brush tips, felt tips, applicators, and other included components from leakage, impact, crushing, bending, contamination, or other transportation damage.
Gel Eyeliner products should be securely closed and protected against leakage, contamination, cracking, crushing, deformation, damage to applicators, or damage to containers, caps, closures, and product surfaces.
Pencil Eyeliner products should be appropriately capped or retracted where applicable and packaged to protect pencil tips, barrels, caps, retractable mechanisms, sharpenable sections, and other components from snapping, bending, crushing, contamination, or other transportation damage.
Products containing delicate applicators, cosmetic containers, pencil mechanisms, brush tips, felt tips, or other potentially fragile components should be carefully secured with suitable protective materials where reasonably possible.
10. Refund Processing Time
Approved refunds will be issued to the original payment method within 5–10 business days after the returned item has been received, inspected, and approved.
After Aelheart issues the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
11. Exchanges
Exchange availability depends on current product availability and inventory.
Because Aelheart products may be offered in different colours, shades, formulas, textures, finishes, designs, styles, applicator types, pencil formats, gel formats, liquid formats, packaging variations, or other product variations, the preferred replacement may not always be available.
Please contact customer support before returning a product for exchange.
12. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible after placing it:
We will make reasonable efforts to assist before fulfillment begins.
However, we cannot guarantee cancellation once an order has entered processing, packing, fulfillment, shipping preparation, or dispatch.
13. Contact Us
If you have questions regarding a return, refund, exchange, damaged product, defective product, or cancellation, 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 inquiries, please include your order number and the email address used at checkout.
For damaged or defective product inquiries, please also include clear photographs of the product and packaging where relevant.
Please do not send complete credit card information, CVV/security codes, or account passwords by email.
Aelheart — Precise Lines. Expressive Looks. Everyday Beauty.