Refund policy

30-DAY RETURN POLICY

aurrela offers a 100% return guarantee on all new products. Customers may return any new product under the stated conditions – with the exception of sale items or hygiene products (see below).

We provide a 30-day return window. This means that you have 30 days after receiving your order to submit a return request.

To be eligible for a return, your items must be in the same condition as when you received them.

For returns, please contact us at info@aurrela.com. Once your return has been accepted, we will send you a return label as well as instructions on how and where to send your package. Items returned without prior request will not be accepted.

For any questions about returns, you can always reach us at info@aurrela.com.

RETURN METHODS

At aurrela, we understand that sometimes it is necessary to return a product. However, as part of our sustainability concept, we want to handle returns responsibly.

Every year, millions of tons of returned goods from online shops end up in landfills worldwide – with devastating environmental effects. We want to set a positive example here.

All returned products at aurrela are professionally cleaned and repackaged, so they can be added back to our assortment and offered to other customers. This way, we avoid unnecessary waste.

Returns must be sent to our international central warehouse. Customers are responsible for the shipping costs.

Return address:
Contact Name: Wang Maoqin
Address: Lane 1177, Jianlan Road, Meixu Street, Yinzhou District
City: Ningbo
Zip code: 315100
Province: Zhejiang
Country: China
Tel: 15314571683

RETURN FORM

To start a return, please first contact us at info@aurrela.com.

REFUNDS

We will notify you once we have received and inspected your return, and let you know if the refund has been approved.
If approved, you’ll be automatically refunded within 10 business days to your original payment method.

Please note that it may take additional time depending on your bank or credit card company before the refund is fully processed.
If more than 15 business days have passed without receiving your refund, please contact us again at info@aurrela.com.

DAMAGES AND ISSUES

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can resolve the issue as quickly as possible.

EXCHANGES

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you may place a new order for the desired item.

EUROPEAN UNION – 14-DAY RIGHT OF WITHDRAWAL

In addition to the above return policy, for shipments within the EU, you have the right to withdraw or return your order within 14 days of purchase without giving any reason.

Items must be in the same condition as when received – unworn, unused, with tags, and in the original packaging. You will also need the receipt or proof of purchase.

EXCEPTIONS

Some items are non-returnable, including:

  • Perishable goods (e.g., food, flowers, plants)

  • Hygiene products (e.g., underwear)

  • Custom-made or personalized items

  • Cosmetics and personal care products

  • Hazardous materials, flammable liquids, or gases

We also do not accept returns on sale items or gift cards.

CANCELLATIONS NOT POSSIBLE

Please note that all orders are processed directly within 3 hours after placement and cannot be canceled thereafter. Please review your order carefully before completing your purchase.

RETURN SHIPPING COSTS

All costs associated with the return (shipping, administration, possible customs or import fees) are the responsibility of the customer. Costs vary depending on the chosen shipping provider.

RETURNED TO SENDER

If a package is returned due to customer actions (e.g., refusal to accept or failure to collect), we will charge an administrative and shipping fee of €19.95.
The remaining amount will then be refunded.

CONTACT

📧 info@aurrela.com
(NOT A VISIT OR RETURN ADDRESS)

Opening hours:
Monday – Friday: 08:00 – 18:00
Saturday & Sunday: 10:00 – 16:00

⏱ Estimated response time: 30 minutes – 24 hours