Refund policy

1. Introduction

At Aurvelia, our goal is to ensure that every customer enjoys a positive and trustworthy shopping experience. This Returns & Refund Policy explains how returns, refunds, and warranty matters are handled for products purchased through our store.

Business Information: Blackmere Holdings LLC 5830 E 2nd St, Ste 7000 #24886 Casper, Wyoming 82609, United States Email: support@aurvelia.com

Please note: this is our registered office address, not a returns warehouse. Approved returns must be sent to the designated fulfillment center provided after authorization.

2. 90-Day Satisfaction Guarantee

Aurvelia offers a 90-day satisfaction guarantee on eligible full-priced items. This guarantee is designed to allow customers to genuinely try the product and decide whether it works for them.

2.1 Eligibility under the Satisfaction Guarantee

To qualify under the 90-day guarantee:

• The customer must have used or tested the product in a normal way. • A short explanation of why the product did not meet expectations is required (e.g., "did not work for me", "not suitable", "did not see results"). • Photos or a brief description may be requested to help improve our products and support process.

Products do not need to be sealed or unused under the Satisfaction Guarantee.

2.2 Exclusions from Satisfaction Guarantee

The 90-day satisfaction guarantee does not apply to:

• Products discounted by 30% or more • Bundles, promotional sets, or free gifts • Final sale items • Items damaged by misuse or incorrect storage

Such items may still be eligible for store credit or partial refunds, depending on the situation and at our discretion.

3. 90-Day Change-of-Mind Return Policy (Unopened Items Only)

If you change your mind or no longer want the product for personal reasons (unrelated to performance or suitability), you may request a return within 90 days of purchase if the item is completely sealed and unopened.

3.1 Conditions for Change-of-Mind Returns

• Product must remain sealed, unopened, and unused • Outer packaging must be undamaged • Must have been purchased at full price

Change-of-mind returns do not cover:

• Opened products • Used products • Discounted items (≥ 30% off)

4. Return Timeframes

4.1 Return Request Window

Return requests must be submitted within:

• 90 days of the purchase date (all return types)

4.2 After Approval

Once approved, items must be shipped back within:

• 90 days for standard returns • 7 days for subscription-related returns (see Section 11)

5. Restocking Fee

A 10% restocking fee applies to refunds for:

• Full-priced items returned unopened • Change-of-mind returns

Restocking fees do not apply to:

• Approved satisfaction guarantee claims • Faulty or defective product claims • Warranty cases

6. Refund Methods

6.1 Eligible Refund Types

Depending on the category of return:

• Full-priced items (satisfaction guarantee): Refund to original payment method • Change-of-mind (unopened): Refund minus restocking fee • Discounted items (≥ 30%): Store credit only • Bundles / promotions: Store credit only

6.2 Additional Notes

• Shipping fees, customs duties, and taxes are non-refundable • Store credits are valid for 12 months • Orders paid via Klarna/Sezzle may be refunded as store credit depending on provider rules

7. Return Shipping Costs

Unless the product is defective or we made an error:

• The customer is responsible for return shipping • A tracked shipping method is strongly recommended • Aurvelia is not responsible for lost or unreceived return packages

8. Return Authorization Required

All returns require prior authorization.

To obtain a Return Authorization Number (RAN), contact: 👉 support@aurvelia.com

You will receive:

• Approval or further instructions • The correct warehouse return address • Packaging and shipping guidelines

Returns without authorization may be rejected.

9. Processing Time

Once the returned item arrives at our warehouse:

• Please allow 7–10 business days for inspection and processing • You will receive an email with the result of the evaluation • Refund will be issued promptly after approval

10. Faulty Items & Warranty (12 Months)

Aurvelia offers a 12-month warranty for all products.

10.1 What is covered

• Manufacturing defects • Faulty components • Damage that occurs during normal use

10.2 What is not covered

• Normal wear and tear • Damage caused by misuse • Water damage • Accidental breakage • Alteration or modification of the product

10.3 How to submit a claim

Email us with:

• Your order number • Description of the issue • Photos or videos showing the problem

We will:

• Perform troubleshooting with you • Offer repair, replacement, or refund depending on the case • Cover all costs if the issue is a manufacturing defect

11. Subscription Orders

Subscription orders follow different rules because customers typically choose a subscription after already having tried and tested the product, or because they understand how it works for them.

11.1 First Subscription Delivery — 14-Day Withdrawal Right

For the very first subscription delivery only:

• Customers have 14 days from receiving the order to request cancellation • Products must be unopened and unused • Return shipping is the customer's responsibility • The cancellation request must be submitted before the item has been processed for shipment (subscription orders are considered processed 48 hours before the scheduled renewal date — see Subscription Policy for details)

This adheres to standard consumer withdrawal rights.

11.2 Recurring Subscription Deliveries (Renewals)

After the first shipment:

• Recurring subscription deliveries are non-refundable once processed • Customers may cancel the next renewal at any time through their account or by contacting support • This policy reflects standard subscription practice because customers have already tested the product before subscribing

11.3 Customer Satisfaction and Goodwill

Even for subscription renewals, we aim to act fairly.

Depending on the situation, we may offer:

• Partial refunds • Store credit • A replacement product

This is evaluated on a case-by-case basis.

11.4 Subscription Return Conditions

For approved subscription-related returns:

• Items must be unopened and unused • Return shipping must be completed within 7 days • Customer covers shipping unless the item is faulty

12. Chargebacks & Disputes

If you experience any issue with your order, please contact us at support@aurvelia.com before initiating a dispute with your payment provider. Our support team responds within 24 hours and is committed to resolving matters quickly and fairly.

Filing a chargeback without first contacting the merchant may delay resolution and is considered a violation of standard card network dispute procedures.

We maintain detailed records of all customer communications, order history, delivery confirmations, and transaction data, which may be submitted as evidence in the event of a dispute.

If you are having trouble managing or cancelling your subscription, we are happy to assist — please reach out to us directly and we will resolve it promptly.

13. Contact Information

For all return, refund, warranty, or subscription inquiries, contact our support team:

📧 support@aurvelia.com

Blackmere Holdings LLC 5830 E 2nd St, Ste 7000 #24886 Casper, Wyoming 82609 United States