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Return & Refund Policy

Last Updated: November 2026

At AYLA, your satisfaction matters to us. We want you to enjoy every beauty purchase and have a smooth shopping experience.

If something isn't right with your order, we're here to help.

1. Return Eligibility

We accept return requests for eligible products under the following conditions:

Items must be unused, unopened, and in their original packaging.
Products must be returned in their original condition.
Proof of purchase or order confirmation is required.
Return requests must be submitted within 14 days of receiving your order, subject to applicable consumer protection laws.

2. Non-Returnable Items

For hygiene and safety reasons, we generally cannot accept returns of:

Opened or used makeup products.
Opened skincare and personal care products.
Nail care products that have been opened or used.
Beauty products with broken hygiene seals.
Items that cannot be resold for health and hygiene reasons.

This restriction does not affect your legal rights if a product is faulty, damaged, defective, or not as described.

3. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Please provide:

Your order number.
Clear photographs or videos showing the issue.
A brief description of the problem.

We will review your request and offer an appropriate solution, which may include a replacement, refund, or other remedy in accordance with applicable law.

4. How to Request a Return

To request a return, please contact our customer support team.

Include:

Your full name.
Order number.
Product name.
Reason for the return.

Please wait for return authorization and instructions before sending any item back.

Unauthorized returns may not be accepted.

5. Refunds

Once an approved return is received and inspected, we will notify you of the outcome.

If your refund is approved:

Refunds will be issued to the original payment method whenever possible.
Processing times may vary depending on your payment provider or bank.
Shipping fees are generally non-refundable unless the return is due to our error or required otherwise by applicable law.

6. Return Shipping Costs

For returns due to a change of mind, customers may be responsible for return shipping costs where permitted by law.

If an item is defective, damaged, incorrect, or not as described, AYLA will provide an appropriate remedy in accordance with applicable consumer protection laws.

7. Order Cancellations

If you wish to cancel an order, contact us as soon as possible.

Orders that have already been processed or shipped may not be cancellable through our standard cancellation process. However, your statutory cancellation rights remain unaffected.

8. International Orders

For international orders, return shipping arrangements and delivery times may vary depending on the destination country.

Customs duties, import taxes, and other applicable charges will be handled in accordance with the laws of the destination country.

Nothing in this policy limits any mandatory consumer rights applicable in your country.

9. Contact Us

For return, refund, or order-related inquiries, please contact our customer support team:

Brand: AYLA Luxury Beauty
Parent Company: IH PRO GROUP LTD
Location: United Kingdom

Email: [Insert Customer Support Email]

We aim to respond to all inquiries as soon as possible.

AYLA — Your Glow, Your Story.