Refund policy
Last Updated: September 22, 2026
At Aurellia, we want you to feel comfortable when shopping with us. If you are not completely satisfied with your purchase, eligible items may be returned within 30 days of delivery, subject to the conditions below.
1. Return Eligibility
To be eligible for a return, your item must:
- Be requested for return within 30 days of delivery.
- Be unused and in its original condition.
- Be free from signs of wear, damage, alteration, or misuse.
- Include the original packaging and any accessories that came with the item, where applicable.
- Meet any product-specific return requirements stated on the product page.
Items that do not meet these conditions may not qualify for a refund.
2. Non-Returnable Items
Certain products may not be eligible for return due to hygiene, safety, or product-specific considerations.
If an item is non-returnable, this information will be disclosed on the applicable product page or before purchase where required.
If you are unsure whether your item qualifies for a return, please contact our support team before sending it back.
3. How to Request a Return
To start a return, contact us at:
Email: support@aurellia.shop
Phone: +1 (323) 955-4203
Please include:
- Your full name
- Order number
- Name of the item you want to return
- Reason for the return
- Photos, if the item is damaged, defective, or incorrect
Please do not send an item back before receiving return instructions from Aurellia. Returns sent without prior authorization may not be accepted.
4. Return Shipping
Unless otherwise required by applicable law, customers may be responsible for return shipping costs when returning an item due to a change of mind, preference, sizing, or other reasons unrelated to an error or product issue.
If you received an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible. We will review the issue and provide appropriate instructions.
5. Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If your item arrives damaged, defective, or incorrect, contact us at support@aurellia.shop with your order number and clear photos of the item and packaging.
We will review the information and, where appropriate, provide instructions for a replacement, return, or refund.
6. Refunds
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.
After Aurellia issues the refund, your bank, credit card company, or payment provider may require additional processing time before the funds appear in your account.
If you have not received your refund after the applicable processing period, please contact your payment provider first. You may also contact us at support@aurellia.shop for assistance.
7. Partial Refunds
A partial refund may be considered if a returned item does not meet our return requirements, including situations where the item shows signs of use, damage, alteration, or missing components or packaging.
The amount of any partial refund, if applicable, will depend on the condition of the returned item.
8. Exchanges
If you would like to exchange an item, please contact us at support@aurellia.shop.
Exchange requests are reviewed based on product availability and eligibility. In some cases, we may recommend returning the original item and placing a new order instead.
9. Order Cancellations
If you need to cancel an order, contact us as soon as possible at support@aurellia.shop.
We will make reasonable efforts to accommodate cancellation requests received before an order has been processed or shipped. However, cancellation cannot be guaranteed once an order has entered processing or has been shipped.
If an order can no longer be canceled, you may request a return after delivery if the item meets the requirements of this policy.
10. Refund Processing Time
Our refund processing timeframe is:
Return received and approved → Refund issued within 10 business days
Once the refund has been issued, the time required for the funds to appear in your account may vary depending on your bank or payment provider.
11. Questions About Returns or Refunds
If you have questions about this policy or need assistance with a return or refund, please contact us:
Aurellia
Email: support@aurellia.shop
Phone: +1 (323) 955-4203
Address: 1225 Lancelot Ln, San Jose, CA 95127, United States
Support Hours: Monday–Friday | 9:00 AM–5:00 PM (PT)
We aim to respond to all customer messages within 24 business hours during our regular support hours.