At aurahandbag.com, we want customers to have clear information about returns, exchanges, and refunds before making a purchase. This Refund & Returns Policy explains the conditions and procedures that apply to eligible orders.
1. Return Eligibility
Customers may request a return within 30 days of receiving the order.
To be eligible for a return, the item must:
- Be unused and in its original condition
- Be clean and free from stains, odors, or other signs of use
- Include original tags, labels, and packaging where applicable
- Not have been altered, damaged, washed, or intentionally modified
- Be returned with the relevant order information
Items that show significant signs of use or damage caused after delivery may not qualify for a return.
For hygiene, safety, or product-condition reasons, certain items may be excluded from return where permitted by applicable law. Any applicable exclusions will be identified on the relevant product page or communicated before purchase.
2. Return Request Process
Before sending an item back, customers must first submit a return request through the contact form available on aurahandbag.com.
Please provide:
- Order number
- Name associated with the order
- Item you wish to return
- Reason for the return
- Any relevant photographs or supporting information, if requested
Please do not send a return package to an address that has not been provided or confirmed through the return process.
After reviewing the request, we will provide the applicable return instructions for eligible returns.
3. Return Shipping
For returns due to a change of mind, incorrect selection, or another reason not caused by a product defect or fulfillment error, the customer may be responsible for the applicable return shipping costs.
If an item is defective, damaged upon arrival, or the wrong item was sent due to an error in fulfillment, please contact us before returning the item.
Where the issue is confirmed to be attributable to aurahandbag.com, the applicable return shipping arrangement will be handled in accordance with our instructions and applicable law.
4. Exchange Policy
Eligible customers may request an exchange within 30 days of receiving the order.
Exchange requests are subject to the same general condition requirements as returns. The item must be unused, undamaged, and in its original condition with applicable tags and packaging.
An exchange is also subject to product availability.
If the requested replacement item is unavailable, we may provide an alternative resolution, such as a refund for the eligible returned item, in accordance with this policy and applicable law.
5. Exchange Process
To request an exchange:
- Submit a request through the contact form on aurahandbag.com.
- Provide your order number and the item you wish to exchange.
- Specify the replacement item or preferred option, where applicable.
- Wait for confirmation and return instructions before shipping the item.
- Return the eligible item according to the provided instructions.
- Once the returned item has been received and reviewed, the replacement order will be arranged if the requested item is available.
Customers should not send an exchange item back before receiving the applicable return instructions.
6. Defective, Damaged, or Incorrect Items
If you receive an item that is defective, damaged, or different from the item you ordered, please contact us through the website contact form as soon as reasonably possible after delivery.
Please include:
- Order number
- Description of the issue
- Photographs showing the item and packaging, where applicable
We may request additional information or photographs to help determine the appropriate resolution.
If the issue is confirmed to be caused by a product defect or fulfillment error, we may offer a replacement, exchange, or refund as appropriate.
7. Items That Are Not Eligible for Return
A return may be declined where the item:
- Has been used beyond reasonable inspection
- Has been washed, cleaned, altered, or modified
- Has been damaged after delivery through customer use or improper handling
- Is missing applicable tags or original components
- Shows stains, odors, or other conditions that affect its resale condition
- Is returned after the applicable return period
- Does not meet applicable return requirements
These exclusions do not limit any mandatory rights available to consumers under applicable law.
8. Refunds
Once an eligible returned item has been received and inspected, we will process the applicable refund.
Approved refunds will be issued to the original payment method used for the purchase.
We generally process approved refunds within 3–5 business days after the returned item has been received and the return has been approved.
After we issue the refund, the time required for the funds to appear in the customer’s account may depend on the customer’s bank, card issuer, or payment provider.
9. Refund Amount
For an approved return, the applicable refund will generally cover the eligible amount paid for the returned product.
Original shipping charges may not be refundable where the return is requested for reasons unrelated to a defect or fulfillment error, unless otherwise required by applicable law.
Where a product is confirmed to be defective, damaged upon arrival, or incorrectly supplied due to our fulfillment error, the applicable refund or replacement will be handled in accordance with this policy and applicable law.
10. Partial Refunds
A partial refund may be considered where an item has a minor issue that does not require a full return and where such resolution is agreed upon.
Any partial refund amount will be determined based on the specific circumstances of the order and the applicable requirements.
11. Order Cancellation
If you need to cancel an order, please submit your request through the contact form on aurahandbag.com as soon as possible.
Cancellation requests cannot be guaranteed once an order has entered processing or has been shipped.
If an eligible cancellation is accepted before shipment, the applicable refund will be issued to the original payment method.
If an order has already shipped, the request may need to be handled under the applicable return procedure.
12. Returned Packages Without Prior Approval
Customers should not send products back without first submitting a return or exchange request.
Packages returned without the required order information or without following the applicable return instructions may experience delays in processing.
13. Return Inspection
Returned products may be inspected after receipt to verify their condition and eligibility.
The inspection may include checking the product’s physical condition, packaging, tags, accessories, and other applicable return requirements.
If the returned item does not satisfy the eligibility requirements, we may contact the customer regarding the available options.
14. Refund Processing Time
Our general processing timeline is:
Return request: Submit within 30 days of receiving the order.
Return review: After the returned item is received, it will be reviewed for eligibility.
Refund processing: Approved refunds are generally processed within 3–5 business days after the return has been approved.
Bank or payment provider posting: Additional time may be required for the refund to appear in the customer’s account depending on the payment provider or financial institution.
15. Payment Provider Processing
Payments and refunds may be processed through third-party payment providers, including Stripe.
Once aurahandbag.com initiates an approved refund, the payment provider and the customer’s financial institution may require additional processing time before the refunded amount appears in the customer’s account.
16. Contact Us
For questions about returns, exchanges, refunds, damaged items, incorrect orders, or cancellations, please use the contact form available on aurahandbag.com.
For an order-related request, please include the order number and relevant details so that the request can be reviewed efficiently.
17. Policy Updates
We may update this Refund & Returns Policy from time to time to reflect changes in our products, fulfillment procedures, payment processes, or applicable requirements.
The latest version will be published on aurahandbag.com with the applicable effective date.
18. Consumer Rights
Nothing in this Refund & Returns Policy is intended to exclude, restrict, or replace any consumer rights or remedies that cannot legally be excluded or restricted under applicable law.
Where mandatory consumer protection laws provide additional rights, those rights will continue to apply.
