Returns & Refunds Policy

Returns & Refunds Policy - Aurella

We want you to feel confident shopping with Aurella. If something isn’t right, we’re here to help — with a fair, transparent, and customer-focused returns process.

Returns Eligibility

You may request a return or refund if:

  • The item is defective, damaged, or incorrect

  • The item does not match the product description

  • You change your mind within the applicable return window (where permitted)

Return Timeframe

  • UK & EU customers: You have the right to cancel your order within 14 days of receiving your item, in accordance with consumer protection regulations.

  • Requests must be submitted within 14 days of delivery.

Non-Returnable Items

Certain items may not be eligible for return, including:

  • Items marked as final sale

  • Personal care or hygiene products (if opened or used)

  • Items damaged due to misuse or normal wear and tear

Any non-returnable conditions will be clearly stated on the product page.

Return Process

To initiate a return:

  1. Contact us at customersupport@aurellaofficial.com

  2. Include your order number and reason for return

  3. Our support team will guide you through the next steps

Returns must be approved before items are sent back.

Return Shipping

  • If the return is due to a defect, damage, or error on our part, return shipping costs will be covered or reimbursed.

  • For change-of-mind returns, customers may be responsible for return shipping costs unless otherwise stated.

In some cases, a refund may be issued without requiring the item to be returned, depending on the product and supplier.

Refunds

  • Once your return is approved and processed, refunds will be issued to the original payment method.

  • Refunds are typically processed within 5–10 business days, depending on your payment provider.

  • Original shipping fees are non-refundable unless the return is due to an error or defect.

Exchanges

At this time, Aurella does not offer direct exchanges. If you wish to replace an item, please request a return and place a new order.

Responsibility & Transparency

Aurella partners with trusted suppliers and brands, but remains your point of contact and support throughout the returns process. We are committed to handling issues fairly, clearly, and in line with applicable consumer laws.

Contact Us

For all return or refund enquiries, please contact:
customersupport@aurellaofficial.com