Refund policy

At Aurexana, we believe refined craftsmanship and intelligent design should be accompanied by complete confidence. Your satisfaction is at the heart of everything we create. Should your selection not meet your expectations, we offer a seamless and considerate return experience designed with your peace of mind in mind.

Return Policy Overview

Return Window

You may request a return or exchange within 30 days of receiving your order.

Item Eligibility

To qualify for a return, items must remain unused, unworn, and in pristine condition, complete with all original packaging, protective materials, tags, and included accessories.

Products returned outside of these conditions may not be eligible for refund approval.

Dedicated Support

Every return request is personally reviewed by our team to ensure a smooth, attentive and discreet experience from start to finish.

Return Shipping

Defective or Incorrect Items

In the rare event that your item arrives damaged, defective, or incorrect, Aurexana will cover all return shipping costs at no additional charge. We will ensure a prompt and effortless resolution.

Change of Mind Returns

If you wish to return an item due to personal preference or a change of decision — return shipping costs will be the responsibility of the customer.

Please note that original shipping fees are non-refundable.

How to Initiate a Return

1. Contact Our Concierge Team

Email us at info@aurexana.com with your order number and reason for return. Our team will respond with personalized assistance.

2. Prepare Your Parcel

Repack the item carefully in its original packaging, ensuring all included accessories, documentation, and protective materials are enclosed.

3. Ship Your Return

Once approved, you will receive detailed return instructions via email. Kindly drop your parcel at the designated carrier location.

Refund Process

Inspection

All returned items undergo a thorough inspection upon arrival to confirm they meet our return standards.

Refund Timeline

Once approved, refunds will be issued to the original method of payment. Please allow up to 7 business days for the funds to reflect, depending on your financial institution.

Exchanges

Should you prefer a different size, shade, or another selection from the Aurexana collection, simply indicate your request in your initial email. We will make every effort to reserve your preferred item and expedite the exchange to ensure minimal waiting time.

Non-Returnable Items

For hygiene, safety, and product integrity reasons, select items may not be eligible for return. These products will be clearly marked as non-returnable on their respective product pages.