Refund policy

Last updated: September 3, 2026

At Aurevia™, customer satisfaction is our top priority. If you experience an issue with your order, we are here to help and will do our best to resolve it fairly and promptly.

1. Refund Eligibility

We offer refunds or replacements for products that arrive damaged, defective, or materially different from what you ordered.

To request a refund or replacement, please contact us through our Contact Us page and provide your order number along with a description of the issue. Photos or other evidence of the damaged or defective product may be requested.

If your claim is approved, we will provide instructions for returning the product when a return is required.

2. Damaged or Defective Products

If your product arrives damaged or defective, please contact us as soon as possible after delivery.

Depending on the circumstances, we may offer:

  • A replacement at no additional cost; or
  • A full or partial refund to your original payment method.

We may request photographs or videos of the product and its packaging to help us investigate the issue.

3. Return Shipping

Unless the product arrived damaged, defective, or we sent you the wrong item, return shipping costs are the customer's responsibility.

We recommend using a trackable shipping service when returning an item. Aurevia™ is not responsible for products lost or damaged during return shipment.

4. Refund Request Timeframe

Orders are covered by our delivery guarantee of up to 30 days.

If your order has not arrived within the guaranteed delivery period, please contact us so that we can investigate the shipment.

Refund requests relating to a non-delivery may be submitted within 15 days after the 30-day guaranteed delivery period has expired.

For damaged, defective, or incorrect products, please contact us as soon as possible after receiving your order.

5. Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

We cannot provide a refund or replacement when an order fails to arrive because an incorrect or incomplete address was provided by the customer.

If you notice an error in your shipping address after placing an order, contact us immediately. We will do our best to make corrections before the order is shipped, but we cannot guarantee that changes will be possible.

6. Order Cancellation

Orders can be cancelled before they are shipped.

If you need to cancel or modify an order, please contact us within 12 hours of placing your order.

Once your order has entered the packaging or shipping process, it may no longer be possible to cancel it.

If the order has already shipped, you may need to follow the applicable return process instead.

7. Refund Processing

Once your refund has been approved, the refund will be issued to the original payment method used to place the order.

Please allow reasonable processing time for your payment provider or financial institution to post the refund to your account.

The time required for the refund to appear may vary depending on your bank, card issuer, or payment provider.

8. Refunds for Undelivered Orders

If an order is confirmed as lost in transit and the loss is not caused by an incorrect address or another factor within the customer's control, we will review the situation and may provide a replacement or refund.

Shipping delays caused by customs, postal services, carriers, or circumstances outside our reasonable control may require additional investigation before a refund is issued.

9. Exchanges and Replacements

Where appropriate and subject to product availability, we may offer a replacement instead of a refund for damaged, defective, or incorrect products.

If a replacement is unavailable, we may provide a refund instead.

10. How to Request a Refund

To request a refund, replacement, or order cancellation, please contact us through our Contact Us page.

Please include:

  • Your full name
  • Order number
  • Email address used to place the order
  • Reason for your request
  • Photos or videos, where applicable

Please do not send a product back without first contacting us and receiving return instructions.

11. Policy Changes

Aurevia™ reserves the right to update or modify this Refund & Return Policy when necessary. Any changes will be posted on this page with an updated revision date.

12. Contact Us

If you have questions about refunds, returns, replacements, or cancellations, please contact our customer support team through the Contact Us page.

We appreciate your business and will always do our best to provide a fair and positive shopping experience.

Thank you for shopping with Aurevia™.