Return, Exchange and Refund Policy

We want to make sure you receive the correct products in perfect condition. Below is our simplified process for returns, exchanges, and refunds.

When can you request a return?

You may request a return if:

• The item arrived damaged, leaking, or defective
• You received the wrong product, wrong variant, or incorrect quantity
• The item delivered is expired or near expiry
• You are within the 14-day return window
• The product is unused, unopened, and in its original packaging

Opened or used skincare products cannot be returned unless the issue is due to Belo Shop’s error.

When can you request an exchange?

Exchanges are only allowed if the issue came from Belo Shop. This includes:

• Wrong product sent
• Wrong variant or size sent
• Defective, damaged, or leaking item
• Missing items in the order

If the product you originally ordered is available, we will send a same-item replacement at no cost.

If it is out of stock, you may choose between:

• A refund, or
• A different item of equal or higher value
  • If higher value, we will advise the price difference before processing
  • If equal value, no additional payment will be required

We do not offer exchanges for:

• Change of mind
• Preference-based reasons
• Wrong item ordered by the customer

When is a refund issued?

Refunds apply in the following situations:

• Return request is approved and passes inspection
• Product cannot be replaced due to stock unavailability
• Item was cancelled before fulfillment
• Overpayment or system error
• Courier confirms non-delivery

Refunds will be processed back to your original payment method. Processing may take up to 10 business days, depending on your bank.

Items not eligible for returns, exchanges, or refunds

1. Opened or used skincare and personal care items, unless defective or wrong item delivered)
2. Sale or discounted items, unless defective or wrong item delivered
3. Gift cards and eGift cards
4. Items damaged due to customer handling or misuse
5. Items returned without approval or outside the return window
6. Items not purchased from Belo Shop

How to start a return or exchange

Email shop@belomed.com with:

• Your full name
• Order number
• The item/s you want to return
• Reason for return
• Photos or videos (for damage, defect, or wrong item)

Our team will review your request and send instructions on how to proceed.