Refund policy
Last Updated: October 17, 2025
At Aurell, we want you to love your purchase. If something isn’t right, we’re here to help.
1) Return Window
- We offer a 30-day return window, starting from the day your order is delivered.
- After 30 days, we’re unable to accept returns (except where required by law).
2) How to Start a Return (RMA Required)
- Email us at info@shopaurell.com with your order number, the item(s) you want to return, and the reason.
- If your return is approved, we’ll send you return instructions and (where applicable) a prepaid return label.
- Important: Returns sent without prior approval/RMA will not be accepted or processed.
- Returns must be shipped to the designated RMA return address provided by our support team (not our business address).
3) Return Eligibility
To qualify for a refund, items must be:
- Unused and in their original condition
- With all tags, accessories, manuals, and original packaging (if applicable)
- Accompanied by proof of purchase (order confirmation or receipt)
We may refuse returns that don’t meet these conditions or in cases of suspected misuse or excessive return frequency.
4) Non-Returnable Items
The following cannot be returned (unless faulty/defective under applicable law):
- Perishable goods (e.g., food, flowers, plants)
- Custom or personalized items
- Personal care items (e.g., beauty, hygiene)
- Hazardous materials, flammable liquids, or gases
- Final sale items & gift cards
If you’re unsure whether your item is eligible, email info@shopaurell.com before sending a return.
5) Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery. If an item is defective, damaged, or you received the wrong item, contact us immediately at info@shopaurell.com with photos and your order number.
Once verified, we’ll offer a replacement, repair, or refund and will cover reasonable return shipping where applicable.
6) Return Shipping Costs
- If you return an item for preference reasons (e.g., changed mind, wrong size/color), you are responsible for return shipping.
- If the item is defective/damaged/incorrect (as confirmed by our team), we cover return shipping or provide an alternative resolution.
- We recommend using a tracked shipping service; risk of loss for return shipments remains with you until we’ve received the item at the designated RMA address.
7) Exchanges
We don’t process direct exchanges. Please return your item within the return window; once approved/refunded, place a new order for the item you want.
8) EU Right of Withdrawal (14-Day Cooling-Off)
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification.
- Items must be returned in the same condition you received them (unused, with tags, in original packaging).
- You’ll need the receipt or proof of purchase.
- Unless the product is faulty, return shipping under this right is typically at your expense, as permitted by law.
9) Refunds (Processing Times)
- We’ll notify you after we receive and inspect your return whether it’s approved.
- If approved, we’ll refund to your original payment method within 10 business days (bank/issuer processing times may vary).
- If it’s been more than 15 business days since your refund approval and funds haven’t arrived, please contact info@shopaurell.com.
10) Wrong or Incomplete Addresses
- Please ensure your shipping address is correct at checkout.
- Parcels returned due to incorrect/incomplete addresses may be reshipped at your expense. Shipping fees are non-refundable once an order has shipped.
11) Return Address & Contact
Returns are accepted only at the RMA address provided by support. Returns sent to our business address will not be processed.
Trade name: Aurell
Registered business name: Double-UR
Customer support: info@shopaurell.com
Business address (not for returns): Voorstraat 115, 3142AP Vianen, The Netherlands