I've received a poor quality product. What should I do?

If you've received a low-quality, defective or a damaged product, we'll do our best to sort it out. But make sure to contact the Ayzeze support team ASAP, in order to benefit from Ayzeze's 180 calendar days' quality 'guarantee' according to section 19 of the Terms of Use.

How to do that?

Go to My orders by tapping the icon in the top right corner.
Select the order you'd like to report.
Click Question about my order.
Then click Continue via form
State your order ID, describe the issue and attach a photo highlighting it.

Please mind that:

• Quality complaints are accepted only within 180 days after the product is delivered
• Quality warranty will not apply to the cosmetics'/make-up goods' effect
• Quality warranty doesn't cover defects or malfunction of personal items (e.g. toothbrushes, adult category products, etc.) that got revealed during their use, due to inability to confirm the actual cause is not connected to improper maintenance or failure to follow operating instructions
• Our support team may request a photo of the package the product arrived in. Make sure to keep it
• You may also be asked to provide additional photos/videos, that are required to resolve the issue in your favour

Can my request for a refund be rejected?

Yes, in cases below, but not limited to:
• When it has been more than 180 since the product was received
• You provide false or misleading evidence, information or untruthful statements to the Ayzeze support team, or refuse to follow any instructions for provisions of evidence or product return
• The evidence you provide are inconclusive, edited or depict picture a different product
• You've disposed, destroyed or mishandled the item/destroyed it without the support team's authorisation
• You endeavorued to edit or perform repair without contacting the Merchant or Ayzeze under the voluntary quality guarantee policy.

How do I get my money back?

Your money will return to your card/account within 14 days after a refund is issued.