Refund policy
Refund and Return Policy
Aureloq offers a 30-day money-back guarantee on eligible products, subject to the conditions and exclusions outlined in this policy. For change-of-mind returns, cosmetic, beauty, skincare, and personal care products are eligible for return only if they remain unopened, unused, and fully sealed in their original protective packaging.
Legal 14-Day Right of Withdrawal
Consumers in the European Union and the United Kingdom generally have the legal right to withdraw from eligible online purchases within 14 calendar days after the day the product is delivered, without providing a reason.
The customer must inform Aureloq within this 14-day period that they wish to withdraw from the purchase.
After notifying Aureloq of the withdrawal, the customer must return the eligible product within 14 calendar days.
Customers exercising their statutory right of withdrawal are not required to provide a reason.
Additional 30-Day Money-Back Guarantee
In addition to the legal 14-day withdrawal period, Aureloq voluntarily allows eligible products to be returned up to 30 calendar days after delivery.
Returns requested between days 15 and 30 are subject to the conditions stated in this Refund and Return Policy.
The voluntary 30-day guarantee does not replace, reduce, or restrict any statutory consumer rights. Where applicable law provides greater protection, those statutory rights will take priority.
Requesting a Return
To request a return, contact Aureloq within the applicable return period by emailing aureloq@outlook.com and include:
- Your full name
- Your order number
- The product you wish to return
- Your reason for returning the product, if you wish to provide one
- Photographs or video if the product is damaged, defective, incomplete, or incorrect
Please contact us before sending the product so that we can provide the correct return address and return instructions.
You do not need Aureloq’s approval to exercise a statutory right of withdrawal, but you must notify us within the applicable withdrawal period.
Returns sent to an incorrect address or without sufficient information to identify the order may be delayed or may not be processed correctly.
Return Conditions
For returns made under Aureloq’s voluntary 30-day money-back guarantee, the product must be:
- Clean and in a hygienic condition
- Complete, with all original parts and accessories
- Free from damage caused by misuse, improper assembly, accidents, or neglect
- Returned with its original packaging where reasonably possible
- Accompanied by the order confirmation, receipt, or another valid proof of purchase
Customers may inspect or carefully try eligible products only to the extent reasonably necessary to determine their nature, characteristics, and operation. This does not apply where opening, unsealing, using, or testing a hygiene-sensitive product makes it non-returnable under this policy.
For returns made under the voluntary 30-day guarantee, products that do not meet these conditions may be refused.
For returns made under statutory withdrawal rights, Aureloq may apply a lawful deduction where the product’s value has been reduced through handling beyond what was reasonably necessary to establish its nature, characteristics, and operation.
Sale Items
Unless otherwise clearly stated on the product page before purchase, sale-priced products are eligible for return under this Refund and Return Policy.
A sale price does not remove or restrict any statutory consumer rights.
Return Shipping Costs
For ordinary change-of-mind returns, the customer is responsible for arranging and paying the return shipping costs, unless applicable law requires otherwise.
Aureloq does not currently provide prepaid return labels for ordinary change-of-mind returns.
Return shipping costs, customs duties, import taxes, and additional delivery charges are not refundable unless required by applicable law.
When a customer withdraws from an entire eligible order under a statutory right of withdrawal, Aureloq will refund the cost of the least expensive standard delivery method offered at the time of purchase.
Additional costs resulting from the customer choosing upgraded, priority, or express delivery are not refundable unless required by applicable law.
If a product is confirmed to be damaged, defective, incomplete, or incorrect, Aureloq will cover the reasonable return shipping costs or provide another appropriate solution.
Large or Oversized Products
Some products may be too large to return through normal postal services. Return costs for large or oversized products can be significantly higher than standard parcel return costs.
Where required by law, an estimated return cost will be displayed or otherwise provided to the customer before purchase.
Customers must contact Aureloq before arranging the return of a large or oversized product so that we can provide the correct return address and return instructions.
Customers should not independently return a large or oversized product to the sender address shown on the original parcel unless Aureloq has confirmed that address in writing.
Damaged, Defective, Incomplete, or Incorrect Orders
Please inspect your order as soon as reasonably possible after delivery.
If your product arrives damaged, defective, incomplete, or different from what you ordered, contact Aureloq as soon as reasonably possible at aureloq@outlook.com.
Please include:
- Your order number
- A description of the problem
- Clear photographs or video of the product
- Photographs of the packaging
- A photograph of the shipping label, where relevant
After reviewing the information, Aureloq may offer an appropriate remedy, such as:
- A replacement product
- Replacement parts
- A repair
- A partial refund
- A full refund
- A return at Aureloq’s expense
The appropriate remedy will depend on the circumstances, the nature of the problem, product availability, and applicable consumer law.
Nothing in this policy limits the customer’s statutory rights concerning faulty, damaged, misdescribed, or non-conforming products.
Exchanges
Aureloq does not currently process direct exchanges.
To obtain a different product, colour, or size, the customer may complete an approved return and place a separate order for the replacement product.
This does not affect any statutory right to receive an appropriate remedy for an incorrect or defective product.
Non-Returnable Items
The following products may not be returned where a legal return exception applies, unless they are damaged, defective, incorrect, or a return is otherwise required by applicable law:
- Personalized or custom-made products
- Perishable products or products that may deteriorate rapidly
- Sealed hygiene-sensitive products after the protective seal has been removed
- Products that have been inseparably mixed with other items after delivery
- Sealed audio, video, or software products after the seal has been removed
- Digital content where performance has begun with the customer’s prior consent and acknowledgment that the withdrawal right would be lost
- Products that cannot safely or legally be returned
A return exception will only be applied where permitted by applicable law.
Any applicable return exception will be clearly communicated to the customer where legally required.
Please contact Aureloq before purchasing if you have questions about whether a particular product is eligible for return.
Cosmetic & Personal Care Products
For health and hygiene reasons, cosmetic, skincare, beauty, and personal care products are excluded from Aureloq’s voluntary 30-day money-back guarantee once they have been opened, unsealed, used, or tested.
We cannot accept change-of-mind returns because a customer does not like the product, scent, texture, colour, results, or personal preference after the product has been opened or used.
Where applicable law provides a statutory right of withdrawal for an unopened and properly sealed product, those statutory rights will continue to apply.
If a cosmetic or personal care product arrives damaged, defective, leaking, incorrect, incomplete, or otherwise not as described, please contact us at aureloq@outlook.com as soon as reasonably possible and include your order number together with clear photographs or video of the issue.
After reviewing the issue, we will provide an appropriate solution, which may include a replacement or a full or partial refund, depending on the circumstances and applicable consumer law.
This cosmetic and personal care product exception does not limit any statutory rights customers may have regarding faulty, damaged, incorrect, or non-conforming products.
Refund Processing
Aureloq will notify the customer after the returned product has been received and inspected, or after the customer has provided valid evidence that the product has been returned.
For returns made under a statutory right of withdrawal, Aureloq will reimburse the applicable payments without undue delay and no later than 14 calendar days after being informed of the customer’s decision to withdraw.
Aureloq may withhold the refund until the returned product has been received or until the customer provides evidence that the product has been sent back, whichever occurs first.
When the customer withdraws from an entire eligible order, the refund will include the cost of the least expensive standard delivery method offered at the time of purchase.
Additional costs for upgraded, priority, or express delivery are not refundable unless required by applicable law.
For returns made under Aureloq’s voluntary 30-day guarantee, refunds will be processed after the returned product has been received, inspected, and approved.
Approved refunds will be issued to the original payment method used for the purchase.
Banks, credit card companies, and payment providers may require additional processing time before the refunded amount appears in the customer’s account.
If more than 15 business days have passed since Aureloq confirmed that a refund was issued, contact us at aureloq@outlook.com.
Refunds for Partial Orders
When only part of an order is returned, Aureloq will refund the price paid for the returned product or products.
Original standard delivery costs will not normally be refunded when only part of an order is returned, unless required by applicable law or unless the returned product was damaged, defective, incomplete, or incorrect.
Refused or Undeliverable Deliveries
Customers are responsible for providing a complete and accurate delivery address.
If an order is returned to Aureloq because the customer refused delivery, failed to collect the parcel, or provided an incorrect or incomplete address, reasonable return shipping costs and other direct costs may be deducted from the refund where permitted by applicable law.
This does not apply where the customer validly exercised a statutory right of withdrawal or where the delivery problem was caused by Aureloq or the delivery carrier.
Contact Information
Return requests and questions about this Refund and Return Policy should be sent to:
Aureloq
Email: aureloq@outlook.com
Do not return products to an address shown on the parcel without first receiving the correct return instructions from Aureloq. The applicable return address may differ from the original shipping address.