Refund policy

REFUND AND RETURN POLICY

📩 Customer Support Center

For any inquiries, requests, or updates regarding your returns, our team is at your disposal at:

Support Email: auralvy.customers@gmail.com

1. General Return Window

At Auralvy, we offer a 30-day return policy. You have 30 calendar days from the date you receive your item to request a return or exchange.

2. Eligibility Requirements

To be eligible for a return, your item must strictly meet the following conditions:

  • Condition of the product: It must be in the same condition as received (unused, unworn, and in perfect condition).

  • Original packaging: It must retain all original tags, boxes, and packaging intact.

  • Proof of purchase: Presenting the receipt, order confirmation, or order number is required.

3. Step-by-Step Return Process

  1. Initial Request: Send an email to auralvy.customers@gmail.com with your order number and the reason for the return.

  2. Instructions & Shipping Label: If your request is approved, we will send you a return shipping label along with detailed instructions on where and how to send your package.

  3. Package Shipment: Items sent back to us without prior authorization via email will not be accepted.

4. Damages and Issues

Please inspect your order immediately upon delivery.

  • Defective or damaged items: If your package arrives damaged or the item is defective/malfunctioning, contact us immediately on the day of receipt.

  • Incorrect item: If you receive the wrong item, please email us promptly at auralvy.customers@gmail.com so we can make it right at no additional cost to you.

5. Exceptions / Non-Returnable Items

Certain types of items cannot be returned due to hygiene, safety, or logistical regulations:

  • Perishable goods (such as food, flowers, or plants).

  • Custom or personalized products.

  • Personal care, beauty, and hygiene products.

  • Hazardous materials, flammable liquids, or gases.

  • Sale items, final sale items, or gift cards.

6. Exchanges

The fastest way to ensure you get what you want is to return the item you have following our standard process, and once the return is accepted, make a separate purchase for the new item on our website.

7. European Union 14-Day Cooling-off Period

For shipments delivered within the European Union, customers have the right to cancel or return their order within 14 calendar days for any reason and without justification, provided the item meets the original condition and packaging requirements set in Section 2.

8. Refund Process

  • Inspection: Once we receive and inspect your return at our facilities, we will notify you via email regarding the approval or rejection of your refund.

  • Approval & Processing: If approved, your refund will be automatically processed back to your original payment method within an estimated 10 business days.

  • Bank Processing Time: Please remember it can take some time for your bank or credit card company to process and post the refund.

  • Refund Support: If more than 15 business days have passed since we approved your return and you still have not received your refund, please contact us immediately at auralvy.customers@gmail.com.