Refund & Return Policy

Refund & Return Policy – Aurellu

We offer a 30-day money-back guarantee, which means you have 30 days from receiving your order to request an exchange, refund, or store credit.

To qualify, your item must be in the same condition as when you received it — unworn, unused, with tags, and in the original packaging. A receipt or proof of purchase is also required.

How to Request an Exchange or Refund

  1. Go to our returns portal [insert returns portal link here].

  2. Enter your 4–5 digit order number (e.g., #5063) and the email you used when placing your order.

  3. Select the item(s) you wish to return.

  4. Let us know the reason for return and upload a photo.

  5. Choose your return method and pay for the return shipping label.

Once submitted, we’ll review your request and follow up with the next steps.
If your return is not accepted, we will refund the cost of the return shipping label.

Important: Items sent back without first submitting a return request will not be accepted.

For any questions, contact us at contact.aurellu@gmail.com.

Important Notes

  • If more than 30 days have passed since your delivery date, we cannot issue a refund.

  • In such cases, we can only offer a replacement if the item is defective or damaged.

Damages and Issues

Please inspect your order upon arrival.
If the item is defective, damaged, or incorrect, contact us immediately so we can evaluate and resolve the issue.

Exceptions / Non-Returnable Items

Certain items are not eligible for return, including:

  • Perishable goods (food, flowers, plants)

  • Custom products (special orders, personalized items)

  • Personal care items (e.g., beauty products)

  • Hazardous materials, flammable liquids or gases

  • Sale items and gift cards

If you're unsure whether your item qualifies, feel free to email us.

Exchanges

The fastest way to get what you want is to return the unwanted item and place a new order once your return is accepted.

EU 14-Day Cooling-Off Period

If your order was shipped to the European Union, you’re entitled to cancel or return your order within 14 days, for any reason.

Returned items must be unused, with tags, in original packaging, and with proof of purchase.

Refunds

Once we’ve received and approved your return, you’ll be notified.
Refunds are issued to your original payment method within 10 business days.

If it’s been more than 15 business days and you haven’t received your refund, please contact us at contact.aurellu@gmail.com.