At Agora Haven, we strive to ensure that our customers are satisfied with their purchases. We understand that sometimes an exchange may be necessary, and we are here to help facilitate that process smoothly. Please read our exchange policy carefully to understand how we handle product exchanges.
1. Eligibility for Exchange
We accept exchanges under the following conditions:
- The request for an exchange is made within 24 hours of receiving the product.
- The product is unused, unwashed, and in its original packaging with all tags intact.
- The item is in resalable condition, free from damage, stains, or odors.
- The exchange is for a different size, color, or a defect-free replacement of the same product.
- The product was not marked as final sale or non-exchangeable at the time of purchase.
Note: Certain items such as personal care products, perishable goods, and customized or personalized items are not eligible for exchange.
2. Exchange Request Process
To initiate an exchange, follow these steps:
- Contact Us: Email our customer support at [support@agorahaven.com] within 24 hours of receiving your order, mentioning your order number and reason for the exchange.
- Approval & Instructions: Our team will review your request and, if eligible, provide further instructions on how to return the item.
- Return the Product: Ship the item back to our provided return address using a trackable shipping method. Customers are responsible for return shipping costs unless the exchange is due to a defect or incorrect item received.
- Processing & Replacement: Once we receive the returned product and inspect it, we will process the exchange and ship the replacement item to you. This process may take 5-7 business days from the date of receiving the returned item.
3. Defective or Incorrect Items
If you receive a defective, damaged, or incorrect product, we sincerely apologize for the inconvenience. Please contact us within 24 hours of receiving the item with photos of the issue. We will arrange for a replacement at no extra cost to you.
4. Exchange Shipping Costs
- Customers are responsible for shipping costs when returning an item for exchange.
- If the exchange is due to a defective or incorrect item, Agora Haven will cover all shipping costs.
- We recommend using a trackable shipping service, as we are not responsible for lost or undelivered return packages.
5. Non-Exchangeable Items
Some products are not eligible for exchange, including but not limited to:
- Gift cards
- Clearance and final sale items
- Personalized or custom-made products
- Items that have been used, washed, or altered in any way
- Beauty and personal care items for hygiene reasons
6. Exchange Processing Time
Once we receive the returned item, our team will inspect it to ensure it meets the exchange eligibility criteria. If approved, your replacement item will be shipped within 5-7 business days. You will receive an email with the tracking details once your exchanged item is on its way.
7. International Orders
For international orders, the same exchange policy applies; however, customers must cover all shipping fees, duties, and taxes associated with returning the product and receiving the replacement.
8. Contact Us
If you have any questions about our exchange policy, feel free to reach out to us:
- Email: support@agorahaven.com
- Phone: [Your Contact Number]
- Live Chat: Available on our website during business hours
We appreciate your trust in Agora Haven and are committed to making your shopping experience seamless!