Refund Policy

📄 Returns, Refunds, Exchanges and Promotions Policy

This policy establishes clear rules regarding returns, refunds, exchanges, and promotional orders, with the purpose of ensuring transparency and avoiding conflicting interpretations.

1. Return Request Timeframe

Customers have up to 60 calendar days from the date of delivery to request a return or report any issue with a product.

To be eligible, the item must:

  • Be unused and free from signs of wear or damage;
  • Be in perfect condition;
  • Include original tags, accessories, and original packaging.

2. Promotional Orders (Buy 1, Get More)

In promotions such as “Buy 1, Get 1”, only one item is actually paid for, while the additional items are provided free of charge as a promotional benefit.

For this reason:

  • The standard warranty applies exclusively to the paid item;
  • Free items do not carry individual warranty coverage and are not eligible for individual exchanges or refunds;
  • Refund or return requests while keeping free promotional items are not permitted.

3. Defective Products

3.1 Defect in the Paid Item

If the paid item is confirmed to be defective:

  • The standard solution will be a replacement of the same product at no additional cost;
  • If the customer declines the replacement, the company may, at its discretion:
    • Offer a partial refund corresponding only to the paid item; or
    • Issue store credit equal to the value of the paid item.

Under no circumstances will more than one replacement be sent per promotional order.

3.2 Defect in Free Items

When a defect is identified exclusively in items provided free of charge:

  • The store is not obligated to provide replacement, refund, store credit, or cover return shipping costs;
  • Free items do not carry individual warranty coverage;
  • Requests will be reviewed on a case-by-case basis at the sole discretion of the store;
  • Any resolution offered will be considered a goodwill gesture and does not create future obligations.

3.3 Defects in Multiple Items

If more than one item in the same order is found to be defective:

  • The order will be reviewed as a whole;
  • The company may offer replacement, store credit, or partial refund depending on the evaluation.

4. Returns and Exchanges Due to Personal Preference

Requests based on personal preference, including:

  • Not liking the product;
  • Change of mind;
  • Fit, comfort, or appearance;
  • Expectations not being met;

do not qualify for refunds or exchanges.

In such cases:

  • Promotional or free items are not eligible for return, refund, or exchange;
  • Customers may not keep free promotional items under any circumstance;
  • No full or partial refunds will be issued without return of paid items;
  • No additional items will be sent as compensation;
  • Any exception is strictly at the company’s discretion.

5. Refunds

Refunds are only issued in cases explicitly covered by this policy and after the returned item has been received and approved.

When applicable:

  • Refunds apply only to the value of the paid product;
  • Shipping fees, taxes, and handling charges are non-refundable;
  • Refunds will be processed within 7 to 10 business days after approval;
  • Personal dissatisfaction does not qualify for refunds.

6. Return Shipping Costs

  • Customers are responsible for return shipping costs;
  • Prepaid return labels are not provided for promotional orders;
  • Returns without valid tracking may not be accepted.

7. Replacement Limitations

  • A maximum of one replacement per promotional order is allowed;
  • Free items do not entitle customers to multiple replacements or shipments.

8. Commercial Solutions

In certain cases, the company may offer alternative solutions, such as:

  • Sending an alternative product chosen by the customer at no additional cost;
  • Allowing the customer to keep the original product.

This option:

  • Does not guarantee a refund right;
  • Does not confirm a defect;
  • Does not apply to repeated or abusive requests;
  • Is limited to one resolution per order.

9. Order Processing and Cancellation

All orders begin processing immediately after payment confirmation.

The full processing time may take 24 to 48 hours depending on operational factors.

For this reason:

  • Cancellation requests are only accepted within 2 hours of purchase;
  • After this period, cancellation cannot be guaranteed;
  • Orders already in processing cannot be canceled;
  • Exceptions are reviewed at the sole discretion of the company.

Customers are responsible for reviewing all order details before completing their purchase.

10. Delivery Issues

Delivery-related issues must be reported within 60 calendar days from the confirmed delivery date.

After this period:

  • The company is not responsible for lost or undelivered packages;
  • Claims will not be accepted;
  • No replacements or refunds will be issued;
  • Tracking information may no longer be available.

11. Contact

To submit any request:

📧 support@auren.com

Please include your order number and a clear description of your request.