AURÉA  Return & Refund Policy

At AURÉA, every order is carefully checked and securely packed before dispatch. To protect both our customers and our brand from misuse of the return policy, we follow a strict verification process for all return and damage-related claims.

📦 Mandatory Unboxing Video

For any claim relating to a wrong, damaged, missing, broken, tampered or incomplete product, customers must record a continuous, unedited unboxing video.

The video must:

• Begin before opening the outer delivery package.
• Clearly show the shipping label/AWB and package condition.
• Show the package being opened for the first time.
• Continue without cuts, edits, pauses or interruptions until the product and its contents are fully visible.
• Clearly show the jewellery, packaging and any accessories received.
• Show any damage, missing item or discrepancy clearly.

Photos or videos recorded after the package has already been opened will not ordinarily be accepted as sufficient evidence for a transit-damage, missing-item or wrong-product claim.

🚫 Returns After Use

For hygiene, quality-control and resale reasons, jewellery that has been worn, used, altered, damaged, scratched, or otherwise handled beyond reasonable inspection will generally not be eligible for return.

We strongly recommend inspecting your jewellery immediately after delivery and before wearing it.

🔄 When Can You Request a Return?

A return/replacement request may be considered where:

• You received a wrong product.
• The product arrived damaged or broken.
• An item or component is missing from the package.
• The product received is materially different from what was ordered or advertised.
• The package appears tampered with and the contents are affected.

All claims are subject to verification by AURÉA.

⏱️ Return Request Period

Please contact us within [24/48] hours of delivery with:

1. Your order number.
2. The complete unboxing video.
3. Clear photographs/videos of the issue.
4. A brief description of the problem.

Requests submitted after this period may not be accepted, except where otherwise required by applicable law.

🔍 Verification Process

Once your claim is received, our team will review the unboxing video, order details and product condition.

If the claim is approved, AURÉA may offer a replacement, exchange or refund, depending on the nature of the issue and product availability.

The returned product must be in the same condition in which it was received, along with its original packaging and included accessories.

❌ Non-Returnable Situations

Returns will generally not be accepted for:

• Change of mind or personal preference.
• Products that have been worn or used.
• Damage caused after delivery by the customer.
• Scratches, breakage or deterioration caused by improper handling or storage.
• Products that have been altered or repaired by the customer or a third party.
• Claims without the required unboxing evidence, where such evidence is necessary to verify the issue.

⚠️ Important

Please do not discard the original packaging until you have inspected your order and confirmed that everything is correct.

For your protection, we strongly recommend recording the entire unboxing process from the unopened package to the complete product reveal.

AURÉA reserves the right to verify every return request before approving a replacement, exchange or refund.

Nothing in this policy limits any consumer rights or remedies that cannot legally be excluded under applicable law.