Terms & Conditions
These Terms and Conditions (“Terms”) apply to purchases made through aelheart.com.
aelheart.com is owned and operated by Suzhou Jianzhichao Network Technology Co., Ltd.
Aelheart offers eye makeup products across Liquid Eyeliner, Gel Eyeliner, and Pencil Eyeliner.
By submitting an order through our website, you acknowledge that you have read, understood, and agree that your purchase is subject to these Terms and the applicable policies made available on aelheart.com.
1. Scope of These Terms
These Terms apply to purchases of products offered through aelheart.com.
Additional policies may also apply to your purchase, including our:
• Shipping Policy
• Return and Refund Policy
• Payment and Security Policy
• Privacy Policy
• Warranty and Guarantee Policy
These policies should be read together with these Terms where applicable.
If a product page contains product-specific terms, specifications, use instructions, care information, ingredient information, warranty information, or other conditions, those terms may also apply to that product.
2. Product Information
We make reasonable efforts to present product descriptions, ingredients or material information where applicable, dimensions, colours, shades, finishes, photographs, applicator details, texture characteristics where applicable, pricing, and availability accurately.
Actual product appearance may vary slightly due to:
• Screen or display settings
• Lighting conditions
• Photography
• Manufacturing tolerances
• Formula, material, or finish variations
• Product batch differences
• Minor production variations
Products featuring liquid formulas, gel formulas, cosmetic pencils, plastic components, metal components, brush tips, felt tips, applicators, caps, barrels, coated surfaces, or other cosmetic product characteristics may vary slightly in colour, shade appearance, shape, positioning, texture, finish, or surface appearance.
For eyeliner products, perceived shade, finish, colour intensity, texture, and appearance may also vary depending on lighting, skin tone, application technique, number of layers applied, surrounding makeup, screen settings, and individual product specifications.
Minor variations that do not materially affect normal use, product integrity, or intended cosmetic function do not necessarily constitute a defect.
We reserve the right to correct errors, update product information, revise availability, or modify website content where reasonably necessary.
If a material pricing, product, or technical error affects an order that has already been placed, we may contact you regarding available options or cancel the affected item and issue an appropriate refund.
3. Product Specifications
Aelheart offers products across the following product categories:
• Liquid Eyeliner
• Gel Eyeliner
• Pencil Eyeliner
Our Liquid Eyeliner collection may include fine-tip liquid eyeliners, brush-tip eyeliners, pen-style liquid eyeliners, and other liquid eyeliner products intended for creating precise or defined eye makeup looks.
Our Gel Eyeliner collection may include gel eyeliner pencils, gel eyeliner pots, creamy eyeliner formulas, twist-up gel liners, and other gel-based eyeliner products intended for different eye makeup application styles.
Our Pencil Eyeliner collection may include traditional eyeliner pencils, retractable eyeliner pencils, precision eyeliner pencils, soft-texture eyeliner pencils, and other pencil eyeliner products intended for everyday eye definition and makeup application.
Product-specific characteristics may include:
• Product dimensions or net quantity
• Formula, ingredients, or component materials where applicable
• Applicator, barrel, cap, packaging, and component materials
• Texture, finish, or consistency
• Colour, shade, pigmentation, or decorative details
• Applicator type, tip shape, formula format, or product mechanism where applicable
• Pencil format, retractable mechanism, sharpening requirements, or application features where applicable
• Intended-use instructions, storage guidance, and care information
Customers should review the applicable product page before purchasing.
Product dimensions, net quantity, and other measurements are intended to provide a useful reference. Minor measurement differences may occur because of manufacturing methods, formula characteristics, product construction, filling processes, or measurement techniques.
Unless expressly stated otherwise, Aelheart does not guarantee that every product will be compatible with third-party cosmetic tools, sharpeners, applicators, makeup accessories, skincare products, contact lenses, other cosmetic products, or individual makeup routines.
4. Orders and Order Acceptance
After submitting an order, you may receive an automated order confirmation.
This confirms that we have received your order but does not necessarily mean that the order has been finally accepted, processed, or shipped.
We may reasonably verify, limit, refuse, or cancel an order in circumstances including:
• Payment authorization failure
• Suspected fraud
• Unauthorized payment activity
• Inventory limitations
• Incorrect pricing or product information
• Shipping restrictions
• Duplicate or unusual orders
• Suspected unauthorized resale
• Abuse of promotions
• Legal or regulatory restrictions
• Other circumstances that prevent reasonable fulfillment
If we cancel an order after payment has already been successfully processed, the refund will be issued to the original payment method within 5–10 business days after the cancellation is confirmed.
After we issue the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
5. Order Changes and Cancellations
If you need to change or cancel an order, please contact us as soon as possible at:
We will make reasonable efforts to assist before fulfillment begins.
However, we cannot guarantee that changes or cancellations can still be made once an order has entered:
• Processing
• Picking
• Packing
• Fulfillment
• Shipping preparation
• Dispatch
If an order has already shipped, you may need to follow the applicable procedure under our Return and Refund Policy after delivery.
If we successfully cancel an order after payment has already been processed, the refund will be issued to the original payment method within 5–10 business days after cancellation is confirmed.
6. Prices
Prices on aelheart.com are displayed and processed in U.S. dollars (USD) unless otherwise stated.
Prices may vary depending on:
• Product selection
• Product size, format, or variation
• Colour, shade, formula, or finish
• Quantity
• Destination
• Promotional eligibility
• Applicable taxes
• Shipping charges
The final amount payable will be displayed during checkout before the purchase is completed.
We may update prices for future purchases at any time.
If an obvious pricing, technical, or display error occurs, we may correct the error and, where appropriate, contact you before fulfillment or cancel the affected item and issue an appropriate refund.
7. Taxes, Customs, and Other Charges
Applicable taxes, shipping charges, and other order-related fees will be displayed during checkout where required or supported.
International orders may also be subject to:
• Customs duties
• Import taxes
• Brokerage fees
• Clearance charges
• Other local government or carrier fees
Unless otherwise stated during checkout or required by applicable law, these charges may be the responsibility of the recipient.
Please review our Shipping Policy for additional information.
8. Payment
Available payment methods are displayed during checkout and may vary depending on customer location, device, order value, and available payment services.
Transactions on aelheart.com are displayed and processed in U.S. dollars (USD).
By submitting payment information, you confirm that:
• You are authorized to use the selected payment method
• The information provided is accurate and complete
• You authorize the applicable transaction amount to be processed
Transactions may be subject to authorization, verification, fraud prevention, and security checks.
Aelheart does not ask customers to send complete payment card information, CVV/security codes, or account passwords through email or customer support messages.
For additional information, please review our Payment and Security Policy.
9. Promotions and Offers
Aelheart may periodically offer:
• Promotional pricing
• Discount codes
• Product bundles
• Limited-time offers
• Free or reduced shipping
• Other promotional benefits
Promotions may be subject to additional conditions, including:
• Start and end dates
• Minimum purchase requirements
• Product exclusions
• Geographic restrictions
• Quantity limitations
• Customer eligibility
• Usage restrictions
Unless otherwise stated, promotional offers may not be combined.
Discounts generally cannot be applied retroactively to completed orders.
Promotional pricing, compare-at pricing, savings claims, and other promotional information will apply only where actually offered and displayed for the relevant product or order.
We may modify, suspend, or discontinue promotional offers where permitted by applicable law.
10. Shipping and Delivery
Orders are typically processed within 1–3 business days after payment is successfully confirmed.
Once an order has been processed and shipped, the estimated delivery time is typically 7–20 business days.
Estimated delivery times are calculated from the date the order is shipped and do not include the 1–3 business days required for order processing.
Delivery times are estimates only and may vary depending on:
• Destination
• Carrier availability or capacity
• Customs clearance procedures
• Local delivery conditions
• Public holidays
• Weather conditions
• Transportation disruptions
• Other circumstances outside our reasonable control
Fulfillment and Shipping Origin
Orders may be fulfilled from our own or partner fulfillment facilities depending on product availability, inventory location, and the delivery destination.
Some orders may be fulfilled internationally or from facilities located outside the customer's destination country.
Products from the same order may occasionally be shipped from different fulfillment locations and may arrive in separate packages.
We do not represent that all orders are shipped from a local warehouse.
Shipping Charges
Available shipping methods and applicable shipping charges are displayed during checkout.
If free shipping or a free-shipping promotion applies to an order, it will be displayed during checkout.
Tracking
Once tracking information becomes available, a shipping confirmation email will normally be sent to the email address used at checkout.
Tracking information may take some time to update after a shipping label is created.
Customers are responsible for providing complete and accurate shipping information during checkout.
For complete shipping terms, please review our Shipping Policy.
11. Returns and Refunds
Eligible products may generally be returned within 30 calendar days after confirmed delivery, subject to the eligibility requirements, procedures, hygiene considerations, and exclusions described in our Return and Refund Policy.
Before returning any product, please contact:
Our customer support team will review the request and provide the applicable return instructions and 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.
Preference-Based Returns
For preference-based returns, including change of mind, shade preference, product-format preference, or customer selection errors, customers are generally responsible for return shipping costs where permitted by applicable law and subject to applicable hygiene-related return conditions.
Refund Processing
Once a returned item has been received, inspected, and approved, an approved refund will be issued to the original payment method within 5–10 business days.
After Aelheart issues a refund, the bank, card issuer, or payment provider may require additional processing time before the funds appear in the customer's account.
For full eligibility requirements, return procedures, hygiene-related exclusions, product-condition requirements, and refund information, please review our Return and Refund Policy.
12. Damaged, Defective, Incorrect, or Incomplete Products
Please inspect your order promptly after delivery.
If a product arrives:
• Damaged
• Broken, leaking, or otherwise physically affected
• Defective
• Incorrect
• Incomplete
• Materially different from the product description
please contact:
as soon as reasonably possible.
We may request:
• Your order number
• Product name
• Clear photographs of the product
• Photographs of the packaging
• A photograph of the shipping label where available
• A short video demonstrating the issue where relevant
Please retain the affected product and packaging until our customer support team has reviewed the request.
If Aelheart confirms that an item arrived damaged, defective, incorrect, incomplete, leaking, 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.
If a physical return is required because of an error on our part, we will provide a prepaid return label where available or reimburse reasonable return shipping costs in accordance with the return instructions provided by our customer support team.
Customers should not independently purchase expensive international return shipping before receiving instructions from us.
Nothing in this section limits any rights or remedies available under applicable consumer law.
13. Product 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 generally applies to qualifying:
• Manufacturing defects
• Defects in materials, packaging, or workmanship
• Structural or packaging defects occurring during normal and intended use
• Applicator, closure, mechanism, or functional defects where applicable and attributable to manufacturing
• Eligible similar product elements where applicable
The limited warranty does not generally cover damage, deterioration, or issues caused by:
• Misuse
• Improper application, handling, or storage
• Excessive force
• Normal wear and tear or normal consumption of the cosmetic product
• Unauthorized modifications
• Improper cleaning or maintenance of applicable components
• Use with incompatible accessories, cosmetic products, or tools
• Customer-caused damage
• Environmental exposure beyond the product's stated storage or use specifications
• Loss or theft
Product-specific exclusions or different warranty terms, if any, will be stated on the applicable product page.
Approved warranty claims may result in:
• A replacement product
• A replacement component where available
• A refund
• Store credit where agreed with the customer
• Another appropriate remedy
Where a warranty refund is approved, it will be issued to the original payment method within 5–10 business days after the refund is approved.
For complete warranty coverage, exclusions, and claim procedures, please review our Warranty and Guarantee Policy.
Warranty coverage is provided in addition to any statutory consumer rights that cannot legally be excluded.
14. Product Use and Care
Products purchased from Aelheart should be used only for their intended cosmetic purpose and in accordance with any product-specific instructions, ingredient information, application guidance, storage information, care instructions, and warnings.
Liquid Eyeliner
For Liquid Eyeliner products, including fine-tip liquid eyeliners, brush-tip eyeliners, and pen-style liquid eyeliners:
• Use the product only for its intended eye makeup purpose and according to the instructions provided
• Apply carefully around the external eye area and avoid direct contact with the inside of the eye
• Keep the cap securely closed when the product is not in use to help protect the applicator and formula
• Do not dilute, mix, or modify the formula unless specifically instructed for that product
• Do not share eye makeup products or applicators with other people
• Store the product under suitable conditions and away from excessive heat, moisture, or prolonged direct sunlight unless otherwise stated
• Stop using the product if the packaging, applicator, formula, odour, texture, or appearance becomes significantly altered or if irritation or discomfort occurs
Gel Eyeliner
For Gel Eyeliner products:
• Use products only for their intended cosmetic and eye makeup purpose
• Apply with suitable clean cosmetic tools or the provided applicator where applicable
• Follow product-specific application, storage, closure, sharpening, cleaning, and care instructions
• Avoid excessive force, contamination, improper handling, or leaving containers open for extended periods
• Keep applicators, gel pots, pencil surfaces, caps, and closures appropriately clean and handled
• Do not expose products to excessive heat, moisture, direct sunlight, or unsuitable chemicals unless the product is designed for those conditions
• Stop using products if significant changes in texture, smell, appearance, packaging integrity, or normal product performance are identified
Pencil Eyeliner
For Pencil Eyeliner products:
• Use products only for their intended cosmetic eye-lining purpose
• Follow any stated sharpening, retracting, application, storage, or handling instructions
• Apply with appropriate pressure and avoid excessive force around the eye area
• Keep caps and protective closures secured where applicable
• Use a suitable cosmetic pencil sharpener where sharpening is required and keep sharpening tools reasonably clean
• Do not assume a pencil eyeliner is waterproof, transfer-resistant, long-wearing, or suitable for a particular application technique unless specifically stated
• Keep the product in suitable storage conditions and avoid unnecessary exposure to contamination
• Stop using the product if significant breakage, deformation, contamination, unusual odour, texture changes, or packaging damage is identified
Product-specific use, ingredient, application, and care instructions take priority where provided.
15. Moisture, Temperature, Storage, and Environmental Exposure
Aelheart products are cosmetic products intended to be stored and used under suitable everyday conditions depending on the individual product.
Exposure to water, moisture, sunlight, heat, temperature changes, air, and other environmental conditions may affect a product depending on its formula, packaging, construction, and specifications.
For Liquid Eyeliner products, customers should review the applicable product page for any stated storage, application, water-resistance, wear, temperature, or product-care information.
For Gel Eyeliner products, customers should not assume that a product is waterproof, transfer-resistant, smudge-resistant, heat-resistant, or suitable for particular environmental conditions unless this is specifically stated on the applicable product page.
For Pencil Eyeliner products, avoid prolonged exposure to excessive heat, moisture, direct sunlight, contamination, or unsuitable environmental conditions unless the product is specifically designed for such use.
For all eyeliner products, avoid exposing the formula, applicator, pencil tip, gel surface, internal packaging, caps, closures, or cosmetic-contact surfaces to unnecessary water, contamination, excessive heat, or unsuitable storage conditions unless specifically permitted by the applicable product instructions.
We recommend avoiding unnecessary exposure to excessive moisture, harsh chemicals, excessive heat, freezing conditions, prolonged direct sunlight, or unsuitable storage conditions.
Any waterproof, water-resistant, smudge-resistant, transfer-resistant, long-wearing, heat-resistant, or similar claim applies only where specifically stated for the individual product.
16. Product Variations
Aelheart products may include liquid cosmetic formulas, gel formulas, wax-based or pencil formulas, plastic, metal, synthetic fibres, coated components, molded components, applicator materials, pigments, and other cosmetic or packaging components. Products featuring coloured formulas, brush tips, felt tips, molded components, coated surfaces, cosmetic pencils, decorative finishes, or other design characteristics may not be completely identical from piece to piece.
Minor differences in:
• Colour
• Texture
• Shape
• Surface appearance
• Applicator position
• Formula or finish
• Component alignment
• Decorative details
• Perceived colour or shade appearance where applicable
may occur because of production methods, formula characteristics, display conditions, application methods, or batch variations.
Such minor variations do not necessarily constitute a defect where they do not materially affect normal intended use, product integrity, or intended cosmetic function.
17. Personal Use and Resale
Products offered through aelheart.com are intended primarily for lawful personal, cosmetic, beauty, eye makeup, everyday makeup, makeup-accessory, styling, or gift use unless otherwise expressly agreed by us.
Unauthorized commercial resale may be restricted where reasonably necessary.
18. Prohibited Activity
You may not use aelheart.com or its purchasing systems for:
• Fraudulent transactions
• Unauthorized payment activity
• Abuse of discounts or promotions
• Manipulation of checkout systems
• Misuse of return or refund procedures
• Unauthorized resale where restricted
• Interference with website security
• Other unlawful or deceptive activity
We may take reasonable measures to protect customers, the website, the business, and payment systems where suspicious or unlawful activity is identified.
19. Intellectual Property
Unless otherwise stated, website content including:
• Aelheart branding
• Logos
• Product descriptions
• Images
• Graphics
• Videos
• Layouts
• Design elements
• Original written content
is owned by, licensed to, or otherwise used with authorization by Aelheart, Suzhou Jianzhichao Network Technology Co., Ltd., or the applicable rights holder.
Website content may not be reproduced, distributed, modified, commercially exploited, or otherwise used without appropriate authorization except where permitted by applicable law.
20. Third-Party Services
Aelheart may use third-party service providers to support:
• Ecommerce infrastructure
• Payment processing
• Order fulfillment
• Shipping and logistics
• Customer support
• Analytics
• Advertising and attribution
• Fraud prevention
• Security
• Other technology services
Third-party providers may process certain information or perform services on our behalf in accordance with their applicable terms and privacy practices.
The use of third-party service providers does not remove any responsibility that Aelheart or Suzhou Jianzhichao Network Technology Co., Ltd. is required to retain under applicable law.
Independent third-party services that customers choose to use separately may be governed by their own terms and policies.
21. Electronic Communications
By placing an order or contacting us electronically, you acknowledge that we may communicate with you electronically where appropriate.
Communications may include:
• Order confirmations
• Payment notifications
• Shipping updates
• Tracking information
• Customer support responses
• Return or refund communications
• Warranty communications
• Security notices
• Important service-related information
Marketing communications are handled separately and remain subject to applicable consent and unsubscribe requirements.
22. Privacy
Our collection, use, disclosure, and protection of personal information is described in our Privacy Policy.
Where applicable, additional privacy controls may be available through our privacy preference or privacy choices features.
23. Website Availability
We make reasonable efforts to keep aelheart.com available and functioning properly.
However, we do not guarantee uninterrupted website availability or that every technical issue will be corrected immediately.
We may temporarily suspend, modify, or maintain portions of the website where reasonably necessary.
Nothing in this section limits any consumer right, guarantee, warranty, or remedy that cannot legally be excluded.
24. Limitation of Liability
To the fullest extent permitted by applicable law, Aelheart and Suzhou Jianzhichao Network Technology Co., Ltd. will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages arising from or relating to a purchase, transaction, product, or use of the store where such liability may lawfully be limited.
Nothing in these Terms is intended to exclude, restrict, or limit:
• Liability that cannot lawfully be excluded
• Mandatory consumer rights
• Statutory warranties or guarantees
• Remedies available under applicable consumer protection laws
Where applicable law provides greater rights or remedies, those legal rights will continue to apply.
25. Consumer Rights
Depending on your country, state, province, or region, you may have statutory consumer rights relating to:
• Product conformity
• Defective products
• Damaged products
• Repairs
• Replacements
• Returns
• Refunds
• Cancellations
• Other consumer remedies
Nothing in these Terms is intended to waive or restrict rights that cannot legally be waived or restricted.
Where mandatory consumer protection laws provide greater rights than these Terms or our other store policies, those legal rights will continue to apply.
26. Severability
If any provision of these Terms is determined to be invalid, unlawful, or unenforceable, the remaining provisions will continue in effect to the fullest extent permitted by applicable law.
27. Changes to These Terms
We may update these Terms periodically to reflect changes in:
• Business operations
• Products or collections
• Website functionality
• Store policies
• Legal requirements
• Regulatory requirements
The updated version will be posted on this page.
The version of these Terms in effect when an order is placed will generally govern that transaction unless applicable law requires otherwise.
28. Contact Us
If you have questions regarding these Terms and Conditions, your order, an Aelheart product, or our store policies, 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 where possible.
Please do not send complete credit card information, CVV/security codes, or account passwords by email.
aelheart.com is owned and operated by Suzhou Jianzhichao Network Technology Co., Ltd.