Return and Refund Policy

Last updated: July 9, 2026

Thank you for shopping at Aurivia. We want you to be satisfied with your purchase. This policy explains when products may be returned, how to request a return, and how refunds are processed.

Return eligibility

We accept eligible returns requested within 30 calendar days of delivery.

To qualify for a return, the product must be:

• Unused, unworn, and in its original condition.
• Returned with all accessories, manuals, components, and original packaging.
• Accompanied by proof of purchase or an order number.
• Packaged securely to prevent damage during return shipping.

Products that show signs of use, alteration, accidental damage, or missing components may not qualify for a refund.

How to request a return

Before sending a product back, contact us at:

Email: support@aurivia.store
Telephone: +44 7474 796427
Return address: Office 8027 321-323 High Road Chadwell Heath, Essex, United Kingdom, RM6 6AX

Include your order number, the product you wish to return, and the reason for the return. For damaged, defective, or incorrect products, include clear photographs showing the issue.

We will review your request and provide return instructions and, where applicable, a return authorization number. Products returned without prior authorization may be delayed or refused.

Return shipping costs

For returns caused by a change of mind, ordering the wrong item, or another reason not caused by us, the customer is responsible for return shipping costs.

When a product arrives damaged, defective, or different from what was ordered, Aurivia will provide a prepaid return label or reimburse reasonable return shipping costs.

We recommend using a trackable shipping service. We are not responsible for return packages lost or damaged while being sent to us.

Restocking fees

We do not charge a restocking fee for eligible returns.

Original shipping charges are non-refundable unless the product was damaged, defective, incorrectly described, or the wrong product was sent.

Damaged, defective, or incorrect products

Inspect your order after delivery. Contact us within [7] days of delivery if an item is damaged, defective, incomplete, or incorrect.

After verifying the issue, we will offer an appropriate solution, which may include:

• A replacement at no additional cost.
• A full or partial refund.
• A prepaid return label.
• Reimbursement of approved return shipping expenses.

Do not discard the product or packaging until we have completed our review.

Non-returnable products

The following products cannot be returned unless they arrive damaged, defective, or incorrect:

• Personalized, engraved, or custom-made products.
• Gift cards or downloadable digital products.
• Products marked as final sale before purchase.
• Products damaged through misuse, improper handling, or unauthorized modification.
• Products returned after the applicable return period.

These restrictions do not affect any rights provided by applicable consumer-protection law.

Exchanges

We accept exchanges for eligible products within 30 calendar days of delivery, subject to product availability.

To request an exchange, contact support@aurivia.store before returning the original product. If the replacement product is unavailable, we may issue a refund instead.

Customers are responsible for exchange shipping costs unless the original product was damaged, defective, or incorrect.

Refund inspection and approval

After receiving your return, we will inspect it and notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 5 business days after inspection. Your bank or payment provider may require an additional 2–10 business days to post the refund to your account.

The total refund-processing period may therefore vary depending on the payment provider.

Partial refunds

A partial refund may be issued when:

• A product is returned with missing packaging, accessories, or components.
• The product has been used or damaged after delivery.
• The product’s value has been reduced due to handling beyond what is reasonably necessary to inspect it.

We will explain any deduction before completing the refund.

Late or missing refunds

First, check your bank or payment account again. Then contact your card issuer or payment provider, as processing times may vary.

If the expected processing period has passed and you have not received your refund, contact us at support@aurivia.store.

Order cancellations

Orders may be cancelled before they have entered processing or shipment.

To request cancellation, contact us as soon as possible at support@aurivia.store. We cannot guarantee cancellation after an order has been processed or shipped. Once shipped, the standard return procedure applies.

Refused and undeliverable packages

Packages refused by the customer or returned because an incomplete or incorrect delivery address was provided may be refunded after the package is received and inspected.

Original shipping charges and any carrier return fees may be deducted unless the delivery problem was caused by us or the carrier.

International returns

Customers returning products internationally are responsible for return postage, customs documentation, duties, and taxes unless the product was damaged, defective, or incorrect.

We cannot refund customs duties or import taxes collected by government authorities. Contact the relevant customs authority regarding possible reimbursement.

Contact information

Questions about returns or refunds may be sent to:

Aurivia
Email: support@aurivia.store
Telephone: +44 7474 796427
Business address: Office 8027 321-323 High Road Chadwell Heath, Essex, United Kingdom, RM6 6AX
Return address: Office 8027 321-323 High Road Chadwell Heath, Essex, United Kingdom, RM6 6AX
Customer-service hours: Monday to Friday, 9:00 AM–5:00 PM UK time (GMT in winter and BST in summer), excluding UK public holidays.