Refund & Returns Policy

Refunds and Returns Policy

Effective Date: January 27, 2025

At Aurum Essence, we are committed to providing high-quality products and excellent customer service. If for any reason you are not satisfied with your purchase, we offer a fair and transparent refunds and returns policy.

1. Eligibility for Returns

We accept returns under the following conditions:

  • The product must be unused, unopened, and in its original packaging.
  • Returns must be initiated within 14 days of delivery.
  • Proof of purchase, such as an order confirmation email or receipt, is required.

2. Products Not Eligible for Return

The following items are not eligible for returns:

  • Products that have been opened, used, or damaged after delivery.
  • Custom or personalized items.
  • Items purchased as part of a clearance sale or marked as “final sale.”

3. Refund Policy

a. Refund Options

Refunds will be issued in the following ways:

  • Original Payment Method: If the return is approved, the refund will be processed back to the original payment method within 7–10 business days after we receive and inspect the returned item.
  • Store Credit: If you prefer, we can issue a store credit of equal value for future purchases.

b. Partial Refunds

Partial refunds may be granted for:

  • Items returned that are not in their original condition or missing components (a restocking fee may apply).

4. Return Process

To initiate a return:

  1. Contact Us: Email us at [email protected] with your order details, reason for the return, and any supporting images (if applicable).
  2. Receive Authorization: Once your return request is approved, you will receive a Return Authorization (RA) number and instructions on how to proceed.
  3. Pack and Ship: Securely package the item, include your proof of purchase, and send it to the address provided with your RA number clearly marked.

5. Return Shipping Costs

  • Customer Responsibility: Customers are responsible for the cost of return shipping, unless the return is due to a defective or incorrect item.
  • Shipping Fee Refunds: Original shipping costs are non-refundable, except for cases where the return is due to our error.

6. Defective or Incorrect Items

If you receive a defective or incorrect item:

  1. Contact us within 7 days of delivery at [email protected] with details and photos of the issue.
  2. If confirmed, we will arrange a replacement or issue a full refund, including shipping costs.

7. Exchange Policy

We do not offer direct exchanges at this time. If you wish to exchange an item, please initiate a return for the original product and place a new order for the desired item.

8. Timeframes

  • Return Request Approval: Within 2–3 business days of your email.
  • Refund Processing: Within 7–10 business days after we receive and inspect the returned item.
  • Replacement Shipping: If applicable, replacements will be shipped within 5 business days of approval.

9. Contact Information

For any questions or concerns about returns and refunds, please contact our customer support team:

10. Fairness and Transparency

At Aurum Essence, we strive to ensure fairness in our returns and refunds process while maintaining the quality of our products. If you have any feedback or concerns, we encourage you to share them with us.

Thank you for shopping with Aurum Essence. Your satisfaction is our priority!