Refund & Return Policy

Effective Date: 18 October 2025

Thank you for shopping with Auriela Essence. We aim to ensure you are completely satisfied with your purchase. Please read our policy carefully to understand your rights and obligations regarding returns, exchanges, and refunds.

1. Overview

This Refund & Return Policy applies to purchases made through our website www.aurielaessence.com.
Our policy complies with UK consumer law, including the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015.

2. Returns

• You may return an item within 14 days of receiving it, provided it is unused, unopened, and in its original packaging.

• To start a return, please contact us at info@aurielaessence.com with your order number and reason for return.

• Once approved, we will provide return instructions. Customers are responsible for the return postage cost unless the item is faulty or incorrect.

Please note:

• We cannot accept returns for items that have been opened, used, or are not in their original condition due to hygiene and safety reasons (e.g. skincare, supplements, cosmetics).

• Returns received outside the 14-day window may not be accepted.

3. Exchanges

• If your item is unopened and unused, you may request an exchange within 7 days of receiving your order.

• Exchanges are subject to product availability.

• If the replacement item costs more, you will need to pay the difference before we ship the new item.

• Customers are responsible for postage costs for exchanges unless the product was damaged or incorrect upon delivery.

4. Refunds

• We do not offer refunds for change of mind or unwanted items.

• Refunds will only be issued in accordance with your statutory rights if a product is:

  • Faulty or damaged on arrival;

  • Not as described; or

  • Unfit for purpose under the Consumer Rights Act 2015.

• In such cases, please email info@aurielaessence.com within 7 days of receiving your order, including photos and a description of the issue.

5. Damaged or Faulty Items

If you receive a damaged or defective item:

1. Contact us within 7 days of receipt at info@aurielaessence.com.

2. Provide your order number, details of the fault, and photographic evidence.

3. Once verified, we will arrange a replacement or a refund in accordance with your legal rights.

6. Non-Returnable Items

For health and safety reasons, we cannot accept returns or exchanges for:

• Opened or used products

• Items not in their original packaging

• Perishable goods or supplements

• Sale or promotional items

7. Return Process

1. Email info@aurielaessence.com to request a return authorisation.

2. Once approved, package your item securely with your order details.

3. Send to the address provided in our response.

4. We recommend using a tracked postal service, as we cannot be responsible for items lost in transit.

8. Your Legal Rights

Nothing in this policy affects your statutory rights as a consumer under UK law.
If an item is faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement, or refund in line with the Consumer Rights Act 2015.

9. Contact Us

If you have any questions or concerns about your return or exchange, please contact us:

Auriela Essence
Email: info@aurielaessence.com
Website: www.aurielaessence.com

10. Legal Compliance Notes

This wording is compliant with:

• Consumer Contracts Regulations 2013 — You provide a 14-day return window for unopened goods.

• Consumer Rights Act 2015 — You acknowledge refund rights only for faulty or misdescribed items.

• Hygiene exemption — You correctly exclude opened or used cosmetics, skincare, and supplements.