At 5AE Retail, we strive to ensure our customers are satisfied with their purchases. Please read our return policy carefully to understand your options in the event of a damaged or defective item.
Damaged or Defective Items
If you receive a broken or damaged item due to shipping, please contact us within 3 days of the delivery date. We will gladly send a replacement. To process your request, follow these steps:
- Take clear photos of the damaged items.
- Email the photos to sales@5aeretail.com.
- Include your order number, the color codes, and the quantity of the damaged items.
Once we receive your email, we will issue a claim receipt and work to resolve the issue as quickly as possible.
Health and Safety Restrictions
Due to health concerns and extra safety precautions related to COVID-19, we do not accept any returns or exchanges for any reason. We hope you enjoy your products with the excitement and care with which they were chosen.
Professional Use Only
Our products are for professional use only and require specialized training and skills for proper application. We are not liable for any improper use of these products. We recommend taking our products to a professional salon to ensure a sanitary and cost-effective application.
Stock Availability
Due to the impact of COVID-19, there may be delays or uncertainties in restocking items. If an item in your order is out of stock, we will issue a refund, as we cannot provide a precise restock date.
Color Accuracy
Please note that actual product colors may differ from those displayed online due to variations in display settings. We do our best to provide accurate color representations.
Non-Returnable and Non-Exchangeable Items
The following items are non-returnable and non-exchangeable:
- Items purchased more than 14 days from the shipment date.
- Kiara Sky dip powder (as per Kiara Sky Manufacturer's Return Policy).
- Nail polish, gel polish, used dip/acrylic powder, and liquid products.
- Clearance or discontinued items.
- Items with broken seal liners.
- Items that fall under a manufacturer's return policy or warranty.
- Items damaged due to customer use or misuse.
Note: Kiara Sky’s dipping powder jars do not come with a seal liner.
Incorrect Items
If you receive an incorrect item, please notify us at sales@5aeretail.com within 3 days of delivery. We will provide a return label for the incorrect item. Upon receipt of the incorrect item by the carrier, we will promptly ship the correct item to you.
Promotional Items, Bundles, and Free Gifts
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Free Gifts: We offer one free gift per qualified purchase. If you return an item from an order that qualified for a free gift, and the remaining total falls below the qualifying amount, the free gift’s cost will be deducted from your refund unless additional purchases are made to meet the qualifying amount.
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Promotional Items and Bundles: If a promotional item or bundle is returned, the value of the promotional discount will be deducted from the refund. For example, if you received a $90 discount on a bundle and return part of it, the discount amount will be subtracted from your refund.
Contact Us
For any questions or concerns about our return policy, please contact us at:
Email: sales@5aeretail.com
Phone: [Your phone number here]
By placing an order with us, you acknowledge that you have read and agree to this return policy.
Thank you for choosing 5AE Retail.
