Refund policy
At Aurvelia, we want you to feel entirely comfortable with your purchase. If you are not satisfied with your order, you may return it within 30 days of delivery in accordance with the terms below.
Aurvelia is a trading name of Solana Online LLC.
30-Day Return Window
You have 30 days from the date of delivery to request a return. To initiate a return, please contact our customer care team at support@aurvelia.shop with your order number and the reason for return. Once your request has been approved, we will provide you with a return shipping label along with the return address.
Items returned without prior return authorization cannot be accepted.
Condition of Returned Items
To be eligible for a full refund, items must be returned unworn and undamaged, in their original condition, with all original packaging, pouches and any attached tags included.
You are welcome to try a piece on to see whether it suits you. If an item shows signs of wear, alteration or damage beyond what is necessary to inspect it, we may refund it in part to reflect the reduction in value. We will always tell you the amount and the reason before issuing a partial refund.
Damaged or Incorrect Items
Please inspect your order upon arrival. If your item arrives damaged, defective, or is not what you ordered, please contact us at support@aurvelia.shop within 7 days of delivery. We will arrange a full refund or a replacement at no additional cost to you.
European Union: 14-Day Right of Withdrawal
If your order is shipped to an address within the European Union, you have a statutory right to withdraw from the contract within 14 days of receiving the goods, without giving a reason, under Directive 2011/83/EU. To exercise this right, please contact us at support@aurvelia.shop with a clear statement of your decision to withdraw.
You may handle the item as you would in a shop in order to establish its nature, characteristics and functioning. If the item is handled beyond that and loses value as a result, we may reduce the refund accordingly, in line with Article 14(2) of the Directive. This statutory right applies in addition to, and is not limited by, the return terms set out above.
United Kingdom: 14-Day Cooling-Off Period
If your order is shipped to an address within the United Kingdom, you have the right under the Consumer Contracts Regulations 2013 to cancel your order within 14 days of receipt, for any reason. Please contact us at support@aurvelia.shop to initiate cancellation.
As above, we may reduce the refund if the item has been handled beyond what is necessary to establish its nature, characteristics and functioning. This statutory right applies in addition to, and is not limited by, the return terms set out above.
Refund Process
Once we have received and inspected your returned item, we will notify you by email whether your refund has been approved. If approved, your refund will be issued to the original method of payment within 10 business days. Please allow additional time for your bank or card issuer to post the refund.
If 15 business days have passed since approval and you have not received your refund, please contact us at support@aurvelia.shop so that we can assist.
Exchanges
For the fastest exchange, we recommend returning the original item and placing a new order separately once your return has been approved.
Non-Returnable Items
The following items cannot be returned:
- Gift cards
- Items returned outside the 30-day window
- Items returned without prior authorization
- Items clearly marked as Final Sale at the time of purchase
Where you have a statutory right of withdrawal under European Union or United Kingdom law, that right applies regardless of the exclusions listed above.
Contact
For any questions about returns, refunds or your order, please contact our customer care team:
Email: support@aurvelia.shop
Phone: +1 (267) 651-1613
Hours: Monday through Friday, 9:00 AM to 5:00 PM CET
We aim to respond to all enquiries within one business day.
Aurvelia is a trading name of Solana Online LLC, registered in North Carolina, United States. 3008 3rd St, Surf City, North Carolina 28445, United States.