AURELIA Refund Policy
This policy explains how AURELIA reviews cancellations, refunds, returns, custom orders, shipping issues, and product condition requirements. Please contact support before returning any item.
Because AURELIA products are personal, private, and often customized, refund eligibility depends on order timing, production status, shipping status, product condition, and local legal requirements. Approved cases are handled with privacy and discretion.
If an order has been paid but fulfillment has not been expressly arranged, you may request cancellation within 24 hours of payment. Eligible requests may receive a full refund within 5-10 business days after approval.
If an order has been paid for more than 24 hours but has not yet shipped, approved cancellation requests may be subject to a 30% handling fee.
If an order has already shipped, or if a package is refused at delivery, the customer is responsible for shipping costs and a 50% handling fee. These amounts will be deducted from the refund where applicable.
If a package is returned by the logistics provider because of an incorrect address, delivery refusal, missed pickup, or similar customer-side issue, round-trip shipping costs and a 50% handling fee may apply.
Custom orders are products made or configured to individual specifications. Once production has begun, custom orders cannot be cancelled, returned, or refunded.
For custom companion products, production begins based on the selected specifications or submitted reference requirements. When production is complete, confirmation photos may be provided before discreet packaging and shipment.
Due to the personal nature of our products, opened or used items cannot be returned. Items must remain unused, undamaged, and in resalable condition to be considered for any approved return.
Return requests must include clear documentation of the outer box, shipping label, inner packaging, product condition, and included accessories where applicable.
If the outer package is severely damaged at delivery, please refuse the package when possible and request documentation from the courier.
If you believe an item is defective or incorrect, contact AURELIA support within 3 days of delivery with clear photos or video. After review, available resolutions may include replacement, repair support, repair tools, partial refund, or other appropriate assistance.
Eligible return requests must be submitted within 7 natural days after delivery. Requests submitted after this period may not be accepted.
Where a return is approved, the customer may be responsible for a 50% handling fee, original shipping costs, and return shipping costs. Factory-shipped, custom, opened, used, damaged, or non-resalable items are not eligible for this service.
Approved refunds are processed to the original payment method where possible within 5-10 business days after approval. Banks, card issuers, and payment providers may require additional time to post funds.
For cryptocurrency payments, refund handling may depend on the original payment method, network fees, exchange rate timing, and compliance review. AURELIA support will confirm the available refund route for eligible cases.