Refund policy


Refund Policy

Last updated: 29-01-2026

At Aurenil, we want every customer to shop with confidence. If your purchase is not quite right, we are here to help.

This Refund Policy explains how you can return an item, receive a refund, or request an exchange in accordance with U.S. consumer protection standards.

 

1. 30-Day Return Window

You may return items within 30 days from the date of delivery.

Return eligibility requirements

To be eligible for a return:

  • The item must be unused, unworn, and in its original condition
  • Original packaging, tags, and accessories must be included
  • Proof of purchase (order ID or receipt) is required

Items showing damage, signs of wear, or misuse after delivery may not qualify for a refund unless the item is defective.

 

2. How to Start a Return

To initiate a return, please contact us:

Email: info@aurenil.com

Please include your order number and the reason for your return.

After contacting us

Our customer support team will provide:

  • Return instructions
  • The correct return address
  • A prepaid return label (if applicable)

Please do not send items back without contacting us first. This ensures your return is processed correctly.

 

3. Return Shipping Costs

Faulty, damaged, or incorrect items

Return shipping is free.

Change of mind (size, color, preference)

The customer is responsible for return shipping costs.
We do not charge restocking fees.

 

4. Refunds

Once your return arrives at our returns center and is inspected:

  • We will email you to confirm approval or rejection
  • Approved refunds are processed within 5–10 business days to your original payment method
  • Depending on your bank or card issuer, refunds may take up to 14 business days to appear in your account

If your return does not meet the eligibility criteria (for example, used items outside policy), we will contact you to discuss available options.

Inspection timeframe

Returned items are typically inspected within 1–3 business days after arrival.

 

5. Exchanges

If you would like an exchange:

  • Contact our customer service team first
  • We may recommend returning the item for a refund and placing a new order

This ensures faster processing and accurate stock management.

 

6. Faulty, Damaged, or Incorrect Items

If your item arrives damaged, defective, or incorrect:

  • Contact us within 48 hours of delivery, or as soon as reasonably possible
  • Include photos of the issue, your order number, and a brief description

We will offer either:

  • A replacement at no additional cost, or
  • A full refund

Depending on your preference and stock availability.

 

7. Contact Information

Customer Service Hours: 9am - 5pm (CEST)
Email: info@aurenil.com

Support is provided from the Netherlands, with dedicated English-language support for U.S. customers. We typically respond within 24 hours on business days.

 

8. Company Information

This online store is operated by:

Aurenil
Online retail brand

For shipping details, please see our Shipping Policy.