RETURN POLICY
1. Cancellation and Exchange
1.1 Once an order has been placed via our website, you can cancel or change it by sending us an email (support@aurelea.us).
1.2 Once an order has been packaged, it can no longer be canceled or changed; instead, the order must be returned to us in accordance with paragraph 10 below. Since our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. Wait until you have received the goods and return them to us. You may, of course, inform us of your cancellation in advance. To guarantee the fastest possible return, we ask you to send us proof of shipment. An early refund is only possible 16 weeks after the order date if the goods have not been received.
1.3 Since we operate with a fully automated system, orders are activated immediately after being placed. Therefore, it is unfortunately not possible to interrupt the shipping process until delivery, and a refund before receipt of the goods is only possible up to 15 minutes after ordering.
2. Returns and Refunds
2.1 Our Return Policy is part of these Terms under which you may visit and use our Website.
2.2 If you are not completely satisfied with your order, you may send an email indicating which product you wish to return and send the product back to us. The withdrawal period is 30 days from the day you, or a third party named by you who is not the carrier, received the last product.
2.3 Returns and return shipping costs are the responsibility of the customer.
2.4 The customer is only entitled to a refund once the product has been received by us. We inspect the returned product upon arrival.
2.5 You must ensure that the Product is returned to us in the same condition as you received it and that it is well packaged. The Product must be unused, the labels must not be tampered with, and the Product must be in its original packaging. If a product is returned to us in an unsuitable condition, we reserve the right to reject the return. If a Product is returned to us in a damaged condition, we reserve the right to reject the return.
2.6 Our processing time for returns depends on your order. You will receive your refund within 30 days after we have received and approved the return.
2.7 If we are satisfied with the condition of the returned Product, we will send you an email confirming the approval of your return. Once we have notified you that your return has been approved, the amount will be refunded shortly to the payment method used for the order. No storage fees are charged for the product.
2.8 The cancellation is complete once we have received the physical goods.
2.9 Since our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. Wait until you have received the goods and return them to us. You may, of course, inform us of your cancellation in advance. To guarantee the fastest possible return, we ask you to send us proof of shipment. An early refund is only possible 16 weeks after the order date if the goods have not been received.
3. Steps for Cancellation
Step 1: Request the return form from our support team and send it back to us completed, signed, and scanned.
Step 2: Send the goods back.
Only use a return method with a tracking number so we can allocate your return. This way, you notify us in advance about the return, and the received goods can be clearly assigned to the correct order. This is the only way we can guarantee a fast refund. Once we receive the return, we will be notified of the receipt, and the refund can be processed.
