Refund policy

AURAYA accepts return and exchange requests made within 30 calendar days after delivery. A reason for the request is not required, provided that the item meets the eligibility conditions below.

Eligibility conditions

  • The item must be unworn, unused, undamaged, and returned with its original packaging.
  • The request must be submitted within 30 calendar days after delivery.
  • An item returned in a condition that does not meet these conditions may be ineligible for a refund or exchange.

How to request a return or exchange

Contact AURAYA before sending any item back. Please include your order number and a short description of the request. We will review the request and provide return instructions where applicable. Do not send an item back before receiving those instructions.

International return shipping

For a return or exchange that is not related to a verified product-quality or shipping issue, the customer is responsible for return shipping costs and for ensuring that the parcel reaches AURAYA. We recommend a trackable shipping service. The customer remains responsible for loss of or damage to the parcel during return transit until it is received by AURAYA.

Where an original order included a $5.99 USD standard shipping charge for an order below $69 USD, that original outbound shipping charge is non-refundable.

Refunds and exchanges after review

Once an eligible returned item is received and inspected, AURAYA will notify you of the outcome. Approved refunds are issued to the original payment method; banks and payment providers may require additional time to complete the transaction.

Exchanges are subject to product availability. For an approved exchange, the customer is responsible for shipping the original item back to AURAYA, and AURAYA will send the replacement item by standard shipping at no additional charge.

Order cancellations

You may request cancellation within 24 hours of placing an order. We will confirm whether cancellation is still possible before processing it. Once an order has entered dispatch processing or has been handed to the carrier, it cannot normally be cancelled; the return process above may apply after delivery.

Incorrect, damaged, or defective items

If you receive an incorrect item or an item with visible shipping damage, contact AURAYA within 7 days of delivery with your order number and clear photos or video. If you believe an item has a manufacturing defect, contact us within 30 days of delivery with your order number and clear photos or video.

For a verified issue, AURAYA will provide an appropriate resolution, which may include a replacement, refund, or another suitable adjustment. Customers will not be charged return, reshipment, or other costs caused by a verified product-quality or shipping issue.

Delivery issues

If tracking shows a delivery exception, a parcel appears lost, or a package is marked delivered but cannot be located, contact AURAYA promptly with your order number. We may ask for information needed to review the shipment with the carrier. Outcomes are assessed case by case, taking account of the carrier record, address information, and the circumstances of the shipment.