Return & Refund Policy

Last Updated: September 28, 2026

This policy applies to purchases from Acinacea, a store brand operated by Hcieaxco INC.

1. Return Request Window

You may request an eligible return within 30 days after delivery.

To request a return, email support@acinacea.com or call +1 706-654-5342. Please provide your order number and the reason for your request.

We will review your request and provide instructions for returning eligible items.

2. Return Eligibility

For a standard change-of-mind return, items must:

• Be unused, unopened, and unapplied.
• Be in their original condition.
• Include the original product packaging and package contents.
• Have any protective seals or hygiene seals intact, where applicable.

For hygiene and safety reasons, opened, tested, swatched, or used lip products, including lip liners, lipsticks, lip glazes, and other cosmetic products, are generally not eligible for a change-of-mind return.

Opening the outer shipping parcel alone does not mean the product has been used.

These conditions do not restrict your rights concerning products that arrive damaged, defective, incorrect, or otherwise fail to meet applicable legal requirements.

3. How to Request a Return

Contact us before sending your return and provide:

• Your order number.
• The email address used at checkout.
• The item you wish to return.
• The reason for your request.
• Clear photographs, where reasonably possible, if the item is damaged, defective, or incorrect.

Once your return is approved, follow the instructions provided by our customer support team.

Package the item securely and include your order number inside the parcel.

We recommend using a trackable shipping service and retaining your proof of shipment.

4. Return Warehouse Address

Our return warehouse is located at the same address as our principal office:

Hcieaxco INC
1252 Emerson St
Denver, CO 80218
United States

Return Support Email: support@acinacea.com
Return Support Phone: +1 706-654-5342

Please contact us before shipping an item to this address. We must first confirm that the item is eligible for return and provide any necessary return instructions.

Sending an item to this address without prior confirmation does not, by itself, establish eligibility for a refund.

This procedure does not limit any mandatory return or cancellation rights provided by applicable law.

5. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as reasonably possible.

Please provide:

• Your order number.
• A description of the issue.
• Clear photographs or video where reasonably possible.

Please retain the product, packaging, and any relevant shipping materials while we review your request, if it is safe to do so.

We will review the issue and explain the available resolution, which may include a replacement, partial refund, or full refund, as appropriate and as required by applicable law.

6. Return Shipping Costs

For eligible change-of-mind returns, the customer is responsible for return shipping costs unless otherwise required by applicable law.

If we confirm that a return is necessary because we supplied a damaged, defective, or incorrect item, we will arrange or cover the reasonable return shipping cost where appropriate.

Please contact us before purchasing return postage for such an issue so we can confirm the appropriate shipping method.

7. Refund Processing

After receiving and inspecting an eligible return, we will notify you of the refund decision.

Approved refunds will be issued to the original payment method.

Once a refund has been processed by us, it may take approximately 7–12 business days for the credit to appear in your account, depending on your bank, card issuer, or payment provider.

If you have not received an expected return update or refund, please contact us with your order number so we can check its status.

8. Original Shipping Charges

For standard change-of-mind returns, original shipping charges are generally non-refundable unless applicable law requires otherwise.

If the return results from our error or from a damaged, defective, or incorrect item, we will refund applicable original shipping charges where appropriate or required by law.

9. Order Cancellations and Changes

To request an order cancellation or change, email support@acinacea.com or call +1 706-654-5342 as soon as possible after placing your order.

We cannot guarantee changes or cancellations once processing has begun or after the order has shipped.

A cancellation or change request is not confirmed until we notify you of its outcome.

If we confirm cancellation before shipment and payment has already been collected, the cancelled amount will be refunded to the original payment method.

If the order has already shipped, the return conditions in this policy apply, without limiting any statutory cancellation rights that may apply.

10. Your Consumer Rights

This policy does not exclude or limit mandatory rights available under applicable consumer protection laws, including rights relating to faulty, damaged, incorrectly supplied, or misdescribed goods.

Where applicable law provides additional rights or remedies, those rights take priority over any conflicting provision of this policy.

11. Company and Customer Support

Acinacea is operated by Hcieaxco INC.

Principal Office Address:
1252 Emerson St
Denver, CO 80218
United States

Return Warehouse Address — Same as Principal Office:
1252 Emerson St
Denver, CO 80218
United States

Email: support@acinacea.com
Phone: +1 706-654-5342
Website: https://acinacea.com/