Refund policy

At AURAYA, every piece of jewelry is handmade to order exclusively for you. Because each item is crafted with meticulous care by our artisans and is not mass-produced, we do not maintain pre-made inventory.

To maintain the integrity of our handcrafted process, our return and refund policy is strictly limited to items with manufacturing defects, craftsmanship issues, or shipping damage.

1. Order Cancellation

Within 24 Hours: You may cancel your order within 24 hours of placement for a full refund, as production begins shortly after this window.
After 24 Hours: Once the handcrafted production process has started, we cannot accept cancellations or modifications.

2. Quality Guarantee & Manufacturing Defects

We stand behind our craftsmanship. A piece is considered defective if it arrives with issues caused by our production process, such as:

Visible flaws in metalwork (e.g., uneven plating, cracks).
Loose or missing stones (set by our artisans).
Broken clasps or links not caused by improper use.

Note: Minor variations in texture or finish are inherent to handcrafted items and are not considered defects, but rather a mark of their unique "quiet strength" and authenticity.

3. Shipping Damage

If your package arrives damaged due to rough handling:

Please contact us at support@aurayajewelry.com within 7 days of delivery.
Requirement: Photos of the damaged packaging and the jewelry are mandatory for us to process a claim with the carrier.

4. How to Request a Refund or Remake

If you believe your jewelry has a defect, please follow these steps within 30 days of delivery:

Email support@aurayajewelry.com with your Order Number.
Attach clear, well-lit photos or videos showing the defect from multiple angles.
Our team will review your request within 2 business days.

5. Resolution Options & Return Shipping Fees

For all verified manufacturing defects or shipping damage, we offer the following solutions:

Option A: Full Refund. A 100% refund to your original payment method. Per our shipping policy, this includes the purchase price plus any taxes/duties you paid at checkout.
Option B: Custom Remake. We will handcraft a replacement piece and ship it to you at no additional cost.

Allocation of Shipping Fees:

If the return/exchange is due to our reasons (e.g., the goods received are damaged, defective, or incorrect), AURAYA will bear all responsibilities. The consumer is not required to bear any shipping fees for this reason.
If a return is initiated or caused by the consumer (subject to special approval under non-quality circumstances), the consumer will be responsible for the return shipping fee. The specific cost will vary depending on the express/courier company you choose.

6. Non-Refundable Situations

As all AURAYA pieces are made-to-order, we cannot approve returns or refunds for:

Change of mind or personal style preference after receipt.
Incorrect size selection (Please refer to our [Size Guide] before ordering).
Wear and tear or damage caused by improper care/accidental impact.