Refund policy
Effective Date: July 2026
At Aurea Shop, we want you to shop with confidence. This Return & Refund Policy explains your rights and our procedures for returns, refunds, and exchanges.
Right of Withdrawal
If you are a consumer located in the European Union, you generally have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason, unless an exception under applicable law applies.
To exercise your right of withdrawal, please contact us through our Contact Us page within the 14-day period.
After notifying us, you should return the item without undue delay and no later than 14 days after informing us of your decision.
Return Conditions
To be eligible for a return, the item must:
- Be unused and in its original condition.
- Be returned with its original packaging whenever reasonably possible.
- Include all accessories and components originally supplied.
- Be accompanied by your order number or proof of purchase.
We reserve the right to reduce the refund if the value of the item has been diminished due to handling beyond what is necessary to establish its nature, characteristics, and functioning, where permitted by applicable law.
Damaged, Defective or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 14 days of delivery.
Please include:
- Your order number.
- A description of the issue.
- Clear photographs of the item and its packaging.
If your claim is approved, we will provide an appropriate solution, such as a replacement, repair, or full refund, at no additional cost to you.
Non-Returnable Items
The following items may not be eligible for return where permitted by applicable law:
- Personalized or custom-made products.
- Sealed items that are not suitable for return for health or hygiene reasons once unsealed.
- Gift cards.
- Items damaged due to misuse or normal wear and tear.
Nothing in this policy limits any mandatory consumer rights provided by applicable law.
Return Shipping Costs
Where you exercise your legal right of withdrawal, you may be responsible for the cost of returning the item unless applicable consumer protection law provides otherwise or unless Aurea Shop agrees to cover those costs.
If the item is damaged, defective, or incorrect, Aurea Shop will cover any applicable return shipping costs.
Refunds
Once the returned item has been received and inspected, we will notify you of the outcome.
If your refund is approved, it will be issued using the same payment method used for the original purchase unless otherwise agreed.
Refunds will be processed without undue delay and, where required by applicable law, no later than 14 days after approval. Your payment provider may require additional processing time before the funds appear in your account.
Order Cancellations
Orders may be canceled before they have been processed for shipment.
Once an order has been shipped, cancellation is no longer possible. However, if applicable, you may still exercise your legal right of withdrawal in accordance with this policy.
Lost Packages
If your package is lost during transit, please contact us as soon as possible.
We will investigate the shipment with the carrier and work to provide an appropriate solution in accordance with applicable consumer protection laws.
Contact Us
If you have any questions regarding returns or refunds, please contact us through our Contact Us page or by email at support@theaurelux.com.