Customer-Initiated Returns
① Returns Due to Customer Preference (Unused and Unopened)
We accept returns, exchanges, and full refunds within 30 days of receipt for unused and unopened products. Return shipping costs are the responsibility of the customer.
② Returns Due to Customer Preference (Opened and Used)
If the product is returned within 30 days after shipment and has been opened or used, a partial refund will be issued after deducting handling and disposal fees. Return shipping costs are also the responsibility of the customer.
③ Returns Beyond the Refund Period
If the return request exceeds the refund deadline, the product will be returned to the customer, and the shipping fee will be the customer's responsibility.
Note: Products that have been used cannot be resold, so a handling and disposal fee will be charged. For more detailed information, please contact us.
Product Quality Issues
If you experience any quality issues, please contact us within 30 days of receiving the product.
Our products come with a one-year warranty for peace of mind. If there are product defects, we will accept returns, exchanges, and refunds. ANLAN will cover the return shipping costs for defective products.
*All products in Europe (excluding Spain) have a standard 2-year warranty, and in Spain, a 3-year warranty. Some after-sales service manuals may indicate 1-2 years due to regional issues and out-of-date updates. The actual warranty period in Europe (excluding Spain) is 2 years, and in Spain, 3 years. We are currently updating these documents, and we apologize for any inquiries.
Note:
① Please contact customer support and follow the specified return process. If the return is sent via cash on delivery, the shipping fee will be deducted from the refund. Refunds and refund explanations will be provided once the product is received.
② The 30-day refund guarantee applies only to products purchased from the official online store and does not apply to other marketplaces.
③ Certified second-hand items, optional items, and gift wrapping fees are non-refundable.
④ If returned products are damaged, excessively dirty, or unfit for use, or if promotional items (like cleansing gels or cotton pads) have been opened, the return will not be accepted, and the cost of such items will be deducted from the refund.
⑤ Please keep the original packaging. If the original packaging is discarded or lost, ensure the product is securely packed in a box that can accommodate the entire product.
We Cannot Accept Returns, Exchanges, or Refunds Under the Following Circumstances:
① Products not purchased from anlan.com or official ANLAN stores.
② If more than 30 days have passed since the product arrived.
③ If no valid proof of purchase, receipt, or invoice is provided, or if these documents are falsified or altered.
④ If the product is damaged due to improper installation or operation, or if there is evidence that the labels, serial numbers, or waterproof markings have been tampered with.
⑤ Damage caused by external factors such as fire, flooding, wind, or lightning.
⑥ Any other situations described in this policy.
