Refund policy
At Aurae, we want you to fully love and shine in what you ordered. If something isn't quite right, we are here to make it seamless for you. We offer a 30-day return or exchange policy from the date you receive your order.
1. Return Conditions
To be eligible for a return or exchange, please ensure that:
- Items must be returned unworn, unused, and in their original condition.
- All original packaging, including the signature Aurae gift box and GRA authenticity certification reports (if applicable for Moissanite products), must be intact and included.
2. Return Shipping
- Return shipping fees and risks are the customer's responsibility. We highly recommend using a trackable shipping method, as we cannot be held responsible for lost return packages.
- Original shipping fees are non-refundable.
3. Damaged or Defective Items
- If your order arrives damaged, defective, or if you received the wrong item, please notify us within 7 days of receipt with clear photos of the item and its packaging. We will review it immediately and arrange a replacement or full refund for you, no questions asked.
4. Refunds Process
- Once your return is received and inspected by our team, we will send you an email to notify you of the approval or rejection of your refund.
- If approved, your refund will be processed automatically and credited back to your original payment method within a few business days, depending on your bank's processing time.
5. Contact Us
To initiate a return or exchange, or if you have any questions regarding your order, feel free to reach out to our dedicated support team at:
Email: contact@auraehk.com
Whatsapp: 852-93812742