Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@aguadecielobeauty.com. Please note that returns will need to be sent to the following address:

18405 Tapestry Lake Circle, # 303, Lutz, FL 33548 USA

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@aguadecielobeauty.com.

How we package and insure your order

Every Agua de Cielo order is carefully hand-packed using protective materials to help ensure your products arrive in perfect condition. However, once your package is with the carrier, it may be handled in ways we cannot control, and on rare occasions items may be damaged in transit.

Each outbound package is insured. If your order arrives damaged due to carrier mishandling, we will work with you in line with our Shipping Policy to make it right.

Packaging your return (customer responsibility)

When sending items back to us, it is the customer’s responsibility to ensure that all products are packaged securely so they are protected during transit. We strongly recommend:

• Reusing the original shipping box and protective materials whenever possible, or
• Using a sturdy box with sufficient cushioning (such as bubble wrap or packing paper) so that items cannot move freely or collide.

If a returned item arrives broken, leaking, or otherwise damaged due to inadequate or careless packaging by the customer, we may not be able to approve the refund or may issue only a partial refund at our sole discretion. Items must reach us in the same condition in which you received them to remain eligible for a full refund under this policy.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

If damage occurs during the original shipment to you, we may request photos of the packaging and products to help us assess the issue and, where applicable, support an insurance claim with the carrier.

Please see our Shipping Policy for more information: https://aguadecielobeauty.com/policies/shipping-policy.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Our Unbeatable Results or Refund Guarantee

At Agua de Cielo, we firmly stand behind the efficacy and quality of our products. We are committed to our customers' satisfaction and ultimate success. We win if you win. Hence, we are delighted to present our unique Results or Refund Guarantee.

Please visit our Guarantee page for more info: https://aguadecielobeauty.com/pages/guarantee.
Terms & Conditions Apply. Please visit our Guarantee page for full Terms & Conditions.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved, partially approved, or not approved. Approval will depend in part on whether the item has arrived back to us in its original condition and properly protected in transit, as outlined above.

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@aguadecielobeauty.com.