Returns & Refunds

Our Return Window

We accept eligible returns within 30 days of delivery.

Return Eligibility

To qualify for a return, items must generally be:

  • unused
  • unopened
  • in original packaging
  • in resellable condition

Please include your order number when contacting us.

Non-Returnable Items

For hygiene and safety reasons, the following are generally not eligible for return unless they arrive damaged, defective, or incorrect:

  • opened skincare products
  • used products
  • gift cards
  • final sale items
  • items marked non-returnable on the product page

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or not what you ordered, contact us within 7 days of delivery.

Please send:

  • your order number
  • a short description of the issue
  • clear photos of the item and packaging

We will review the issue and offer a suitable resolution where appropriate.

Exchanges

We do not guarantee direct exchanges. In many cases, the fastest option is:

  • request a return if eligible
  • place a new order for the item you want

If we shipped the wrong item, we will guide you through the next steps.

Refund Timing

Once your return is approved and received, refunds are usually processed back to the original payment method within 5 to 10 business days. Your bank or card issuer may take additional time to post the refund.

Restocking Fee

No restocking fee is charged at this time.

How to Start a Return

Email [support@alivux] with:

  • your order number
  • the item you want to return
  • the reason for return
  • photos, if the item is damaged or incorrect

You may also review our Shipping & Delivery page at /pages/shipping-delivery before contacting us.

This page is for general store information only and is not legal advice.

Returns FAQs

Can I return a used eye patch product if I changed my mind?
Used or opened consumable skincare items are generally not eligible for return unless they were damaged, defective, or incorrect on arrival.

Do I have to pay return shipping?
Return shipping responsibility depends on the reason for return and local law. If the error was ours, we will explain the next step.

How long do refunds take?
After approval and receipt, refunds usually take 5 to 10 business days to appear, depending on your payment provider.

What if my order arrived damaged?
Email us within 7 days with photos and your order number.