RETURNS & REFUNDS POLICY

Last updated: 20 September 2026

We hope you are satisfied with your purchase from Aurea Elegance. If you need to request a return, refund or replacement, please review the conditions below.

Nothing in this policy limits any mandatory consumer rights available under applicable law.

1. Return Period

Eligible products may be returned within 30 days of delivery.

To begin a return, contact us at suporteelegance@hotmail.com before sending the product.

Please include:

• Your full name;

• Order number;

• Product you wish to return;

• Reason for the return;

• Photographs or videos if the product is faulty, damaged or incorrect.

Returns sent without prior authorisation or to an address not provided by us may not be received or processed.

2. Return Eligibility

To qualify for a standard return, the product should be:

• Unused and unworn, except as reasonably necessary to inspect it;

• In its original condition;

• Free from damage, alterations or signs of use;

• Returned with its original packaging, labels and accessories where reasonably possible;

• Accompanied by proof of purchase.

Customers may inspect a product in a reasonable manner after receiving it. However, we may reduce a refund where permitted by law if the product has been handled beyond what is reasonably necessary to inspect its nature, characteristics and functioning, resulting in a loss of value.

3. Non-Returnable Products

Certain products may not be eligible for change-of-mind returns where permitted by applicable law, including:

• Personalised or custom-made products;

• Gift cards;

• Products marked as final sale where legally permitted;

• Hygiene-sensitive products after their protective seal has been opened;

• Earrings or other pierced jewellery after the hygiene seal or protective packaging has been opened, where applicable;

• Products that cannot safely or hygienically be resold.

These exclusions do not apply when a product is faulty, damaged, incorrectly supplied or otherwise protected by mandatory consumer law.

4. Return Process

If your return is approved, we will provide return instructions and the applicable return address.

The return address may be different from the original dispatch address. Please do not return a product to the address shown on the parcel without first receiving instructions from us.

Returned parcels should include your order number and contact information.

We recommend using a tracked shipping service and keeping proof of postage until the return has been completed. We cannot confirm receipt of a return that cannot be tracked or shown as delivered.

5. Return Shipping Costs

For change-of-mind returns, the customer is normally responsible for return shipping costs unless we agree otherwise or applicable law requires otherwise.

If a product is confirmed to be faulty, damaged, incorrectly supplied or materially different from its description, we will cover reasonable return shipping costs where required by applicable law.

International return costs may vary depending on the customer’s location and the designated return address.

Customers are responsible for correctly declaring a returned parcel for customs purposes. We are not responsible for customs charges caused by incorrect or incomplete return documentation supplied by the customer.

6. Refunds

After receiving and inspecting the returned product, we will notify you by email whether the refund has been approved and whether any additional information is required.

Approved refunds will be issued to the original payment method unless another method is required or agreed.

We aim to issue approved refunds within the period required by applicable law. For eligible consumer cancellations in the United Kingdom, refunds are generally issued no later than 14 days after we receive the returned product or acceptable evidence that it has been sent back, as applicable.

After a refund has been issued, your bank, card provider or payment service may require additional processing time before the amount appears in your account. These external processing times are outside our direct control.

7. Original Delivery Charges

For standard change-of-mind returns outside any mandatory cancellation right, original delivery charges may not be refundable.

Where applicable consumer law requires the original standard delivery charge to be refunded, we will refund the amount required by law.

If you selected a premium or express delivery service, any additional cost above the least expensive standard delivery option may not be refundable where permitted by law.

8. Faulty, Damaged or Incorrect Products

If your product arrives faulty, damaged or different from what you ordered, please contact suporteelegance@hotmail.com as soon as reasonably possible.

Please provide:

• Your order number;

• A description of the issue;

• Clear photographs or video of the product;

• Photographs of the parcel and packaging where relevant.

Do not dispose of the product or packaging until we have reviewed your request.

Depending on the circumstances and applicable law, an appropriate solution may include:

• A replacement;

• A repair, where appropriate;

• A partial refund;

• A full refund.

We may request additional information or ask for the product to be returned before completing the resolution.

Normal variations in colour caused by lighting, photography or screen settings are not necessarily considered defects. However, this does not affect your rights if the product is materially different from its description.

9. Incorrect Address, Refused Delivery and Unclaimed Parcels

Customers are responsible for providing a complete and accurate delivery address.

If a parcel is returned because the address was incorrect or incomplete, delivery was refused or the parcel was not collected, we will contact the customer after the parcel is received or its return is confirmed.

Any refund or reshipment will be assessed according to the circumstances. Additional delivery or return costs may be deducted or charged where permitted by law.

This section does not apply when the delivery failure was caused by us or our delivery partner.

10. Lost or Delayed Orders

Delivery estimates are not guaranteed delivery dates.

If your order is significantly delayed or appears to be lost, please contact us at suporteelegance@hotmail.com.

We may need to investigate the shipment with the carrier before providing a replacement or refund. We will handle the matter in accordance with the circumstances and any mandatory consumer rights.

11. Exchanges

Direct exchanges may not always be available.

Where an exchange is approved, availability of the replacement product is not guaranteed until the return has been reviewed.

In some cases, the quickest option may be to return the original product for a refund and place a new order separately.

12. Promotions and Gifts

If a product was purchased as part of a bundle, multi-buy promotion or gift offer, returning part of the order may affect the discount or promotional value.

Any refund will reflect the amount actually paid for the returned product and may be adjusted where permitted by law to account for products or promotional gifts that are not returned.

13. International Returns

We accept eligible return requests from customers in supported international destinations.

Return procedures, costs and legal rights may vary depending on the customer’s country. Available instructions will be provided after the customer contacts us.

Customs duties, import taxes and handling fees originally paid directly to governmental authorities or third parties may not be refundable by Aurea Elegance. Customers may need to contact the relevant authority to request reimbursement.

Nothing in this section limits mandatory consumer rights available in the customer’s country or region.

14. Order Cancellations

If you wish to cancel or change an order before dispatch, contact suporteelegance@hotmail.com as soon as possible.

Requests submitted within 12 hours of purchase may be considered, but cancellation cannot be guaranteed once processing has started.

If the order has already been dispatched, you may need to receive it and follow the return process described in this policy.

Any mandatory cancellation rights available under applicable law remain unaffected.

15. Refund Delays

If you have received confirmation that a refund was issued but it has not appeared in your account:

1. Check the original payment method;

2. Contact your bank, card issuer or payment provider;

3. Allow for their stated processing period.

If the refund still does not appear after the payment provider’s processing period, contact us at suporteelegance@hotmail.com.

16. Contact Us

For returns, refunds, damaged products or order-related enquiries, contact:

Aurea Elegance
Website: www.aureaelegance.shop
Email: suporteelegance@hotmail.com

Please do not send a return before receiving instructions from us.