Returns and Refunds

Please read our returns policy carefully to ensure a smooth and straightforward process.

How to Start a Return

Before sending anything back, please contact our customer service team first.
✅ Email us at beautyhelp@aurase.com with your order number
✅ Include a clear reason for your return
✅ Attach supporting photos where possible
✅ We will guide you through the process from there

Please do not send a return without contacting us first. Returns sent without prior authorisation cannot be processed and may be considered invalid.

Returns

You have the right to return any product purchased from Aurase within 30 days of your delivery date.

✅ The product must be unused, unopened and in its original packaging
✅ Cosmetic products with a broken seal cannot be returned for hygiene reasons
✅ This is in accordance with consumer protection regulations and exists to protect all customers

For our Buy One Get One Free offer: both products must be unopened and unused to qualify for a return. If either product has been opened, the return cannot be accepted.

Cancellations

Cancellations must be requested within 12 hours of placing your order.
✅ After this window your order may already be in processing
✅ Cancellations requested via payment providers or refusals at the door cannot be refunded
✅ All returns must go through our official returns process

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error.
✅ If you received a wrong, faulty or damaged product, we will cover the return shipping cost
✅ We recommend using a trackable shipping method to ensure your return arrives safely

Once We Receive Your Return

Once your return has been received and inspected, your refund will be processed within 15 working days to your original payment method.
✅ Opened or used products cannot be refunded for hygiene reasons
✅ Please ensure your product is in its original unopened condition before sending it back

Exchanges

Exchanges are available within the 30-day return window.
✅ Products must be properly packaged to avoid damage in transit
✅ We offer exchanges for products of equal value only
✅ If the exchanged product differs in value, the customer is responsible for any price difference
✅ Exchange shipping costs are the responsibility of the customer

Damaged or Incorrect Products

If your product arrives damaged, faulty or incorrect, you are fully entitled to a return or replacement.
✅ Contact us at beautyhelp@aurase.com with your order number and photos
✅ Once approved you will receive return instructions
✅ Products must be returned within 5 days of receiving your return authorisation
✅ We will arrange either a replacement or a full refund based on your preference