Return Policy

HOW DO I RETURN AN ORDER?

If you are not satisfied with your purchase and would like to return an item, please contact us at info@Aurivance.store with your order number and the reason for the return.

Please note that you have 30 days from the date you receive your order to return it via registered mail*. Returns requested after this period will not be accepted.

*If the shipment is made using a method other than registered mail, Aurivance will not be responsible for lost or damaged packages.

Please note that cosmetic and personal care products are not covered by a legal return guarantee due to their nature as consumable goods. Returns will only be accepted if the product arrives damaged due to a manufacturing defect or shipping issue.

All returns related to buyer’s remorse must be sent back to our warehouse in perfect condition. Products must be returned unused, in their original packaging, and in resellable condition. Returns that arrive damaged, opened, or incomplete may not be accepted.

(According to Article 44 of Law 7/1996 of January 15 regulating retail trade, amended by Law 47/2002 of December 19.)

If you decide to return an order, you will be responsible for the return shipping costs.

IMPORTANT:
Due to health and hygiene reasons, we cannot accept returns of personal-use products that have been used.

We appreciate your understanding and apologize for any inconvenience.

Once your return request is reviewed, our customer support team will provide further instructions if the return is approved.

Returned items must include:
• Original packaging
• Accessories
• Manuals and documentation

Returned products must be unused and in the same condition in which they were received. Items with stains, damaged packaging, broken seals, or torn protective plastic will not be accepted.

Aurivance reserves the right to deny any return that does not meet these conditions.

Customized or personalized products cannot be refunded or exchanged.

NON-RETURNABLE ITEMS

The following items cannot be returned:
• Products purchased through third-party retailers
• Incorrect products ordered by the customer
• Products damaged due to customer misuse or mishandling

Aurivance reserves the right to refuse any return request.

WHAT IF I RECEIVE A DAMAGED OR INCORRECT PRODUCT?

Please contact our support team at info@Aurivance.store to begin the return process.

Please include the following information:
• Order Number
• Proof of Purchase
• Photos or video of the product (if applicable)
• Full shipping address
• Phone number

If you receive a product with a manufacturing defect, you must provide video or photo evidence to our customer support team.

If your claim is approved, you may choose one of the following options:

a) Full refund (store credit or bank transfer)
b) Replacement product shipment*

Please note that Aurivance does not arrange return pickups. Customers are responsible for returning products, after which reimbursement for shipping costs may be provided only in cases where the product is confirmed defective or incorrect.

*If the replacement product is also unsatisfactory, you may request a partial 50% refund (store credit or bank transfer).

HOW LONG DOES THE RETURN PROCESS TAKE?

Returns may take up to 30 days to process from the date we receive your returned package.

You will receive an email confirmation once your return has been processed.

For approved returns, a full refund will be issued for the returned products. Shipping and handling costs are non-refundable for non-defective items.

WHEN WILL I RECEIVE MY STORE CREDIT?

All refunds are issued as store credit equal to the amount of the returned order.

Once your return arrives, our quality control team will inspect the item to confirm it is in its original condition.

After approval, you will receive an email containing your store credit.

Store credit is valid for 12 months from the date of issue.

HOW CAN I CHANGE OR CANCEL AN ORDER?

Orders may be modified or canceled within 12 hours of purchase.

To request a modification or cancellation, please contact our customer support team and provide the required information.

Please note that after 12 hours, your order may already be processed and prepared for shipment, which means changes or cancellations may no longer be possible.