Return & Exchange Policy
Return & Exchange Policy
Return Window: 14 days from date of purchase
Condition: Products must be unused and in original packaging with all documentation
Process:
Contact info@bellaura.hk or whatsapp 6790 5762 and provide the following information for customer service review. We'll provide return instructions and coordinate the return process:
1. Order Number:
2. Orderer's Name:
3. Product Name and Quantity for Return/Exchange:
4. Reason for Return/Exchange:
5. Return/Exchange Shipping Address, Contact Number, and Contact Person's Name:
6. Is the Product Opened?
7. Please provide product photos so customer service can verify the product's integrity.
8. If paying with PayPal or PayMe, please provide the name and transaction number used for PayPal or PayMe.
The following items are not eligible for return or exchange:
1. Goods received more than 14 days ago.
2. Goods that have been opened or damaged and are unsuitable for resale.
3. Discounted items and items purchased with points.
4. Goods returned without prior notice.
5. Goods listed as non-refundable and non-exchangeable on the official website.
【Refund Policy】
1. Generally, after receiving your returned goods and confirming your return request, we will refund your payment account within 7 business days.
2. The refund amount will be based on the actual amount paid.
3. All shipping fees are non-refundable.
4. For returns or exchanges due to personal reasons, the customer is responsible for the round-trip shipping costs.
5. If the customer refuses to accept the package after it has been shipped, the customer is responsible for the round-trip shipping costs.
6. If your order included a free gift, please return the gift along with the returned item. If you keep the gift, we will deduct its retail value from the refund.
7. Once the ordered goods are returned or refunded, any related discount codes or shopping credits cannot be used again.
8. Add-on Price, Bundle Discounts, Member Gifts with Purchase: Orders with designated products and gifts:
- If the main product is returned and only the added-on items are kept, the added-on items will revert to their original price.
- For bundle discounts and promotional offers, if the returned items do not reach the promotional discount or purchase amount, the kept items will revert to their original price, and the difference will be deducted from the refund.
- Add-on items, discounted items, and limited-time/limited-quantity items cannot be returned or exchanged.
【Core Warranty Commitment】 Within the 3-month (90-day) warranty period from the date of purchase or receipt, if the product experiences a non-human-caused mechanical or electronic malfunction under normal use, after verification by our company, we will provide a "direct replacement of the entire unit" service, eliminating the customer's lengthy repair waiting time.
Key aspects covered in the terms:
1. Clearly defined exclusions (human-caused damage):
o Physical damage: Drops, impacts, or squeezing causing shell breakage or internal damage.
o Water and moisture: Short circuits caused by water or skincare products (serums, gels) seeping into internal components.
o Improper power supply operation: Burnout caused by using non-compliant charging equipment.
o Unauthorized modification/disassembly and normal wear and tear (such as scratches, consumable microneedle patches, charging cables, etc.).
2. Clear application process: Customers are required to provide proof of purchase (receipt/order) and a video of the malfunction for initial review. Finally, the product must be returned for testing along with its original packaging.