Refund Policy

Refund Policy — Aurilaya

Effective date: July 18, 2025
Contact: info@aurilaya.com
Territory: Global (including UK, EU, USA and other English-speaking countries)

1) Overview

We want you to love your purchase. However, due to the nature of beauty and cosmetic products, strict hygiene and return rules apply. Eligible items may be returned within 30 days of receipt, subject to the conditions below.

  • Returns are not free; customers are responsible for return postage.

  • Nothing in this policy affects your statutory rights under applicable consumer laws in your country of residence.

  • Please note: individual results may vary. Some customers may see results quickly, while others may notice gradual improvement over a longer period. This is normal and not considered a defect.

2) Eligibility for Returns

To qualify for a return:

  • Items must be unused, unopened, and in original packaging, including all tags, accessories, hygiene seals, inserts, and manuals.

  • Proof of purchase is required (order confirmation email is sufficient).

  • Items returned without first requesting a Return Merchandise Authorisation (RMA) will not be accepted.

  • Products must not show signs of misuse, negligence, or failure to follow usage instructions.

3) Non-Returnable / Non-Refundable Items

For reasons of health, safety, and fairness:

  • Opened, used, or unsealed beauty/cosmetic items are strictly non-returnable, unless proven faulty.

  • Promotional offers / discounted items are final sale and non-refundable.

  • Gift cards / e-gift cards cannot be refunded.

  • Final sale or clearance items (clearly marked on the product page) are not eligible for return.

  • Personalised or made-to-order products are non-returnable.

Note: If an item is faulty, your statutory rights may entitle you to repair, replacement, or refund regardless of the above exclusions.

4) How to Start a Return (RMA Required)

  1. Email info@aurilaya.com with your order number, items you wish to return, and the reason.

  2. If accepted, you will receive an RMA number and return instructions.

  3. Securely pack your item(s) in the original packaging and clearly mark the RMA on the parcel.

  4. Use a trackable courier service and retain proof of postage.

❗️ Photographic evidence required: For any damage, defect, or wrong item received, customers must provide clear photos or video of the product and packaging when submitting their claim.
❗️ Returns sent without an RMA or to an incorrect address may be rejected.
❗️ Return postage is the customer’s responsibility — Aurilaya does not provide prepaid labels.

5) Damages, Defects & Order Issues

  • Damaged or defective items / wrong product received: Report immediately upon delivery (within 48h where possible) to info@aurilaya.com with photos.

  • Missing items: Report within 7 days of delivery.

  • Aurilaya reserves the right to inspect and verify all claims before issuing any refund or replacement.

6) Exchanges

We do not process direct exchanges. Please return the item (if eligible) and place a new order separately.

7) Refunds

  • We will notify you when your return has been received and inspected.

  • Approved refunds are issued to the original payment method within 10 business days of approval.

  • Your bank or card provider may require additional time to post funds.

Deductions:

  • Returns that are incomplete, opened, used, damaged, misused, or not in resaleable condition may be refused or subject to a partial deduction at our discretion.

8) Cancellations (Before Dispatch)

  • To cancel an order before dispatch, email info@aurilaya.com immediately.

  • If the order has shipped, you must follow the returns process once delivered.

9) Consumer Rights

Depending on your country, additional statutory rights may apply (e.g. UK Consumer Contracts Regulations, EU Consumer Rights Directive, or US State laws).

  • For UK/EU customers: you may cancel most online purchases within 14 days of receiving the goods.

  • Exceptions: sealed goods (including cosmetics) are not suitable for return once unsealed, for hygiene reasons.

This policy does not override or limit any statutory consumer rights.

10) Shipping Costs, Redelivery & Refused Parcels

  • Outbound shipping from Aurilaya is free in certain regions (e.g. UK), but return postage is always the customer’s responsibility.

  • If a parcel is returned due to incorrect address, failure to collect, or refusal, we may deduct reasonable handling/return fees and/or charge a redelivery fee.

  • Aurilaya is not responsible for returns lost in transit. Please use a trackable service.

11) Price Adjustments

  • Aurilaya does not offer price adjustments or partial refunds for purchases made before or after promotional campaigns.

12) Bundles & Gifts

  • Bundles must be returned in full (all items) to qualify for a refund, unless one item is faulty.

  • Gifts returned by recipients are refunded only to the original purchaser.

13) Guarantee & Performance Disclaimer

Aurilaya stands behind its formulations and offers a results guarantee:

  • If you receive a faulty or defective product, we will replace or refund it in accordance with your consumer rights.

  • However, results vary by individual. Factors such as natural lash condition, genetics, and routine consistency may affect outcomes. A slower response does not constitute a product defect or grounds for refund.

  • For hygiene reasons, used or opened products cannot be returned, even under the guarantee, unless faulty.

  • Aurilaya reserves the right to inspect, test, and verify product condition before granting a refund or replacement.

14) Contact

Questions or to request a return:
📧 info@aurilaya.com (include your order number in the subject line)