Return & Refund Policy

Last updated: 25/11/2025

We want you to love your purchase. If for any reason you are not satisfied with your order, please review our return policy below.

📦 Return Eligibility

We accept returns within 15 days of the order being delivered.

To qualify for a return:

✔ Item must be unused, unopened, and in its original packaging
✔ Item must be in the same condition in which it arrived
✔ You must provide proof of purchase (order number or email)

Items that are opened, used, or damaged due to normal wear and tear cannot be returned.

❌ Non-Returnable Items

The following items are not eligible for return:

  • Used or opened beauty products

  • Personalized, modified, or special-order items

  • Items marked as “final sale”

  • Items damaged by misuse or neglect

  • Items that have been opened for hygienic reasons

(This follows Spocket’s supplier policy and ensures compliance with hygiene regulations.)

🔄 Exchanges

We do not offer exchanges.
If you wish to receive a different item, please request a refund (if eligible) and place a new order.

🛑 Defective or Damaged Items

If your item arrives damaged, defective, or incorrect:

  1. Contact us within 7 days of delivery

  2. Provide a clear photo/video of the issue

  3. We will send a replacement or issue a refund, depending on availability

We cover the cost of replacements for defective items.

🌍 Shipping Origin Notice (Important)

Some items ship from our USA warehouse.
However:

If an item is out of stock in the USA warehouse, it may be shipped from our backup fulfillment center in China.

This follows the supplier policy shown in Spocket.

In such cases:

  • Shipping times may vary

  • Tracking will still be provided

  • The product remains the exact same quality

We will notify you if your order ships from a secondary warehouse.

💳 Refund Process

Once your returned item is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

If approved:

  • Refunds are issued to your original payment method

  • Processing time: 5–10 business days (depending on your bank or payment provider)

Shipping fees (if any) are non-refundable.

🚚 Return Shipping Costs

Customers are responsible for return shipping costs unless the item is damaged, incorrect, or defective.

We do not provide prepaid labels for discretionary returns.

📬 Incorrect Address or Failed Delivery

We are not responsible for orders where:

  • The shipping address was entered incorrectly

  • The package was unclaimed

  • Delivery was attempted but failed due to customer unavailability

If a package is returned to us, reshipping fees may apply.

❓ Need Help?

If you have questions about returns or refunds, contact us at:
📩 Aureliqlab@proton.me

We typically respond within 24 hours.