Refund policy

We want you to be happy with what you ordered. If something is not right, here is exactly how returns and refunds work at Auréa.

Return window

You may request a return within 14 days of receiving your order. We are not able to accept requests made after that period.

Condition of returned items

To be eligible for a return, the item must be unused and in the same condition in which you received it, in its original packaging, with all accessories and documentation included.

How to start a return

Email us at bastianalexander.palma@gmail.com with your order number and a short description of the problem. Photos help us resolve things faster. We will reply with return instructions and the correct return address.

Please do not ship an item back before contacting us. Returns sent without prior authorization cannot be processed or refunded.

Who pays for return shipping

Return shipping is paid by the customer, except when the item arrived damaged, defective, or was not the item you ordered. In those cases we cover the return cost and you will not be charged anything.

Refunds

Once your return reaches us and has been inspected, we will email you to confirm whether the refund was approved. Approved refunds are issued to your original payment method within 5–10 business days of approval. Your bank or payment provider may take additional time to post the funds to your account.

Where original shipping charges were paid, those charges are not refundable.

Damaged, defective or incorrect items

Please check your order when it arrives. If the item is damaged, defective, or not what you ordered, contact us within 14 days of delivery and we will arrange a replacement or a full refund at no cost to you.

Cancelling an order

If you need to cancel, contact us as soon as you can. We can cancel free of charge as long as the order has not yet been dispatched. Once an order has shipped, it has to be handled as a return under the terms above.

Items we cannot accept

Gift cards, and any item returned used, worn or damaged by the customer, cannot be refunded.

Questions

If anything here is unclear, email bastianalexander.palma@gmail.com and we will help.