Refund policy
To initiate a return or order cancellation, please sign-in and visit the orders dashboard.
Due to the professional and cosmetic nature of our products, returns are limited. Please review this policy carefully before placing your order.
Return Eligibility
Products may be eligible for return if:
• The item was received damaged, defective, or incorrect.
• The item remains unopened, unused, and in its original condition and packaging.
• The return request is submitted within 14 days of delivery.
• The return request is approved through the Akzéntz Returns Portal.
For hygiene, safety, and product integrity reasons, we cannot accept returns of products that have been opened, unsealed, used, altered, or are otherwise unsuitable for resale.
Returns that do not meet these requirements may be declined.
How to Request a Return
Returns can be requested directly through your Akzéntz online account.
- Log in to your account at shop.akzentz.com.
- Navigate to the Orders dashboard and select the order containing the item(s) you wish to return.
- Click Request Return.
- Select the item(s) you wish to return and choose the reason for the return.
- Upload photographs and any supporting information if requested.
- Submit your return request for review.
Once submitted, our Customer Service Team will review the request and notify you if the return has been approved.
Please note that submitting a return request does not guarantee approval.
Return Approval & Shipping
If your return is approved, you will receive instructions through the Returns Portal outlining the next steps.
Approved returns must be shipped within the timeframe specified in your approval notice.
Unless the return is the result of an Akzéntz error, customers are responsible for return shipping costs.
Original shipping charges are non-refundable.
For items valued over $75 CAD, we recommend using a trackable shipping service and purchasing shipping insurance. Akzéntz is not responsible for returns lost or damaged in transit.
Refunds
Once the returned item has been received and inspected, we will notify you of the outcome.
If approved, refunds will be issued to the original method of payment, less any applicable restocking fees, shipping charges, duties, taxes, or other non-refundable costs.
Refund processing times may vary depending on your payment provider.
Exchanges
Products may be exchanged only when determined by Akzéntz to be defective, damaged, or incorrectly supplied.
All claims relating to product defects, damage, or warranty coverage are subject to inspection and verification by our team.
Order Discrepancies
Any shortages, damages, shipping errors, or incorrect items must be reported within 2 business days of delivery.
Limitation of Liability
Akzéntz reserves the right to refuse any return request that does not comply with this policy.
Akzéntz is not responsible for typographical errors, omissions, or misprints.
Non-Delivery Claims
If you believe your order was not delivered, you must notify Akzéntz within 7 days of the carrier's recorded delivery date.
Before contacting us, please:
• Verify the shipping address provided at checkout.
• Check around the delivery location, including safe-drop locations, mailrooms, reception desks, parcel lockers, and with household members or neighbours.
• Contact the carrier directly and initiate a claim
Orders marked as delivered by the carrier may be subject to investigation before any replacement, refund, or credit is considered.
Akzéntz reserves the right to request additional information and to deny claims where carrier records, delivery photographs, GPS confirmation, or other evidence reasonably indicate that the shipment was delivered to the address provided.
Claims submitted outside of the reporting period may not be eligible for review.
European Union Customers
Where required by applicable consumer protection laws, customers located within the European Union may have additional statutory rights.
Please note that sealed cosmetic products that have been opened or unsealed after delivery may not be eligible for cancellation or return where such products are unsuitable for return for health protection or hygiene reasons.
Nothing in this policy is intended to limit any mandatory rights available under applicable consumer protection legislation.