Refund Policy

Refund Policy — Aurilaya

Effective date: July 18, 2025
Contact: info@aurilaya.com
Territory: United Kingdom

1) Overview

We want you to love your purchase. If something isn’t quite right, eligible items can be returned within 30 days of the date you receive your order, subject to the terms below. Returns are not free; customers are responsible for return postage. Nothing in this policy affects your statutory rights under applicable UK consumer law.

2) Eligibility for Returns

To be eligible for a return:

  • The item must be in the same condition you received it: unused, unworn (where applicable), and in its original packaging, including all tags, accessories, inserts, hygiene seals, and manuals.

  • You’ll need your receipt or proof of purchase (order confirmation email is sufficient).

  • Items sent back to us without first requesting a return (RMA) will not be accepted.

Hygiene & cosmetics: For hygiene and safety, beauty/cosmetic items that have been opened, used, swatched, or had their seals broken are non-returnable, unless faulty.

3) Non-Returnable / Non-Refundable Items

  • Promotional offers / discounted items: Refunds and returns are not accepted on promotional offers or discounted items.

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

  • Gift cards / e-gift cards

  • Final sale items (where clearly marked on the product page)

  • Personalised or made-to-order items

  • Opened/used hygiene products (as above)

4) How to Start a Return (RMA Required)

  1. Email info@aurilaya.com with your order number, item(s) you wish to return, and reason.

  2. If your return is accepted, we’ll email you instructions, including the return address and your Return Merchandise Authorisation (RMA) number.

  3. Pack your item(s) securely in the original packaging where possible and write the RMA on the outside of the parcel.

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

Returns without an RMA, or sent to an address other than the one provided in our instructions, may be rejected or delayed.

Return postage: Return shipping costs are the customer’s responsibility. We do not provide prepaid labels.

5) Damages, Defects & Order Issues

  • Damaged in transit / defective / wrong item received: Please inspect your order upon delivery and contact us immediately (and within 48 hours where possible) at info@aurilaya.com with photos of the packaging and item(s). We’ll evaluate and make it right—typically via replacement, repair, or refund as appropriate.

  • Missing items: If something is missing, contact us within 7 days of delivery.

  • We may ask for the item to be returned for inspection before resolving the claim.

6) Exchanges

The fastest way to get what you want is to return the item you have. Once the return is accepted, place a new orderfor the desired item. We currently don’t process like-for-like exchanges in a single step.

7) Refunds

  • We’ll notify you once we’ve received and inspected your return, and let you know if the refund is approved.

  • If approved, we’ll issue a refund to your original payment method within 10 business days of approval.

  • Your bank or card issuer may take additional time to post the funds.

Haven’t received your refund?
If 15 business days have passed since your return was approved, email info@aurilaya.com with your order number and return tracking.

Partial deductions: If items are returned used, incomplete, without original packaging, or otherwise not in resaleable condition, we may refuse the return or apply a reasonable deduction to the refund.

8) Cancellations (Before Dispatch)

  • If you wish to cancel your order before it ships, email info@aurilaya.com immediately with your order number.

  • If the order has not yet been dispatched, we will cancel and issue a refund to your original payment method.

  • If your order has already shipped, please follow the standard returns process once it arrives.

9) UK Consumers — Statutory Rights & Cooling-Off

  • If you are a UK consumer buying online, you may have a legal right to cancel most orders within 14 days of receiving the goods (Consumer Contracts Regulations).

  • This right does not apply to sealed goods (e.g., certain cosmetics) that are not suitable for return for health protection or hygiene reasons once unsealed.

  • This policy does not limit or exclude any of your statutory rights (including in relation to faulty or misdescribed goods).

10) Shipping Costs, Redelivery & Refused Parcels

  • Outbound shipping from Aurilaya is free within the UK; however, if a parcel is returned due to incorrect address, failure to collect, or refusal, we may deduct reasonable handling/return carriage from any refund and/or charge a £4.99 redelivery fee for reshipments (if applicable).

  • We are not responsible for returns lost in transit. Please use a trackable service and retain proof of postage.

11) Price Adjustments

We do not offer price adjustments or partial refunds for purchases made before or after a promotional period.

12) Bundles & Gifts

  • For bundles, items must be returned complete (all components) to be eligible for a refund, unless an item is faulty.

  • Gifts returned by the recipient will be refunded to the original purchaser via the original payment method.

13) Contact

Questions or to start a return:
Email: info@aurilaya.com
Please include your order number in the subject line.