Refund policy
Last updated: August 31, 2026
We want you to feel confident shopping with Aurevia. This Return and Refund Policy explains when a return, exchange, replacement, or refund may be available for purchases made through officialaurevia.com.
RETURN WINDOW
You may request a return within 30 days after the date your order is delivered, unless applicable law gives you a longer or different right. The return request must be sent before the applicable deadline.
RETURN CONDITIONS
For a standard return, the item must be unused, unopened, in resalable condition, and returned in its original packaging with all included components. We may decline a standard return for an item that has been used, opened, damaged after delivery, or returned without the included parts or packaging, except where applicable law requires a different remedy.
For health, hygiene, or safety reasons, opened or used personal-care products may not be eligible for a change-of-mind return. This restriction does not remove any legal right you may have for a defective, damaged, unsafe, or incorrectly supplied product.
The following items are generally not eligible for a standard change-of-mind return: gift cards, personalized products, made-to-order products, digital products after delivery, final-sale items clearly identified at the time of purchase, and opened or used products where health or hygiene rules apply.
HOW TO REQUEST A RETURN
Email help@officialaurevia.com with the subject “Return request” and include your order number, the item you want to return, the reason for the request, and photographs if the item is damaged, defective, incomplete, or incorrect.
Please wait for our instructions before sending the item. We may provide a return authorization, return address, or other instructions needed to identify and process your return. Sending a package to an address that has not been approved may delay your refund or prevent us from matching the package to your order.
RETURN SHIPPING COSTS
For a voluntary change-of-mind return, you are responsible for the return shipping cost unless applicable law requires otherwise. We recommend using a trackable shipping service and keeping your shipping receipt until the return is resolved.
If Aurevia sent the wrong item, or the item arrived damaged, defective, or incomplete, contact us before returning it. After reviewing the issue, Aurevia may provide return instructions or a return label where appropriate. We will not require you to pay a return cost that applicable law or our approved resolution requires Aurevia to cover.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If your order arrives damaged, defective, incomplete, or different from what you ordered, contact help@officialaurevia.com promptly with your order number and clear photographs of the item and packaging. Keep the product and packaging until we advise you what to do.
After review, Aurevia may offer a replacement, replacement part, repair, refund, return label, or another remedy appropriate to the circumstances and required by applicable law. We may need to inspect the item or request additional information before deciding the resolution.
EXCHANGES
An exchange may be available when the item is eligible and the requested replacement is in stock. If the replacement has a different price, we will explain the adjustment before processing the exchange. If an exchange is unavailable or impractical, we may offer a refund or store credit as permitted by the order terms and applicable law.
REFUNDS
Once an approved return is received and inspected, Aurevia will process the applicable refund to the original payment method unless another lawful method is agreed. Your bank or payment provider may need additional time to display the refund after it has been processed.
Refunds normally cover the price paid for the approved returned item. Original shipping charges, premium shipping upgrades, duties, taxes, and other charges are handled according to the order terms and applicable law. A refund may be reduced where an item has diminished in value because it was handled beyond what was reasonably necessary to inspect its nature, characteristics, or function, where applicable law permits.
ORDER CANCELLATIONS
If you want to cancel an order before it is dispatched, email help@officialaurevia.com immediately with your order number. We will try to stop fulfillment, but cancellation cannot be guaranteed once the order has entered processing or shipment. A request made after dispatch will be handled under this policy and any applicable legal cancellation right.
INTERNATIONAL ORDERS
For international orders, customs authorities or local tax agencies may impose duties, import taxes, brokerage fees, or other charges. Unless the checkout page states that these amounts are included, the recipient is responsible for charges imposed after shipment to the extent permitted by applicable law.
LEGAL RIGHTS
Nothing in this policy removes, limits, or replaces any consumer guarantee, statutory warranty, right of withdrawal, right to cancel, right to a remedy for faulty goods, or other protection that cannot lawfully be excluded. If the law where you live gives you a broader right, that law applies to the extent required.
POLICY UPDATES
Aurevia may update this policy by posting a revised version on the website. The version in effect when your order was placed will generally apply to that order, subject to applicable law.
CONTACT
Questions about returns, exchanges, or refunds can be sent to help@officialaurevia.com. Please include your order number and a clear description of the issue.