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Return Policy

Return Policy

AURELYON accepts returns only in the following two cases:

  • The product arrives in a damaged condition,
  • The product does not match the requested one, such as a product sent in a different size, color...

NB: Please consider including your Reason for Return before sending us a message so that we can better understand your problems and assist you.

  • Defective on arrival, please provide details
  • Error in the Order, please provide details
  • Wrong Item Received, please provide details

    If you received the product(s) damaged or if the product(s) weren't the same as requested, it should be reported by following the steps below :

    • You should record a video while opening the package showing the number of the products in the package and the problem with the products. 
    • The video should be sent within 5 hours from receiving time to contact@aurelyon.com, including the order number. The request will be evaluated, and if accepted, Aurelyon will contact their suppliers and partners to provide more info and proceed with the process.
    • Your item must be in the same condition as when you received it, unworn or unused, with tags, and in its original packing to be eligible for a return. 
    • A receipt or proof of purchase is also required.

    To start a return, you can contact us at contact@aurelyon.com. If your return is accepted, we will send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

    LOST/MISSING PACKAGES: 

    We are not liable if the incorrect address is placed during the checkout or confirmation process. Please make sure that your billing and shipping address is correct before processing your order. If we have made an error, we will fully take responsibility for the original order made for you at no charge. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund or store credit. 

    Please note that you will be responsible for all return shipping charges.

    Exceptions / non-returnable items:

    Certain items cannot be returned, like custom products (such as special orders or personalized items) and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

    Exchanges:

    The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

    Refunds:

    We will notify you once we've received and inspected your return and let you know if the refund was approved. If approved, you'll be automatically refunded on your original payment method. Please remember that it can take some time for your bank or credit card company to process and post the refund.

    If we determine that the problem was caused by us, we will apologize and, of course, reimburse the entire product price you paid when you placed your order.

    If you are dissatisfied with your order, please contact our customer service at contact@aurelyon.com, and we will do everything we can to assist you!

    Return shipping charges will be the responsibility of the customer. If your order does not arrive due to circumstances beyond our control, we will not accept a refund (e.g., providing the wrong shipping address)

    If the customer has paid for his purchase(s), aurelyon.com will refund the money as quickly as possible, but no later than 14 days after the order has been returned or canceled.

    Cancel the order or some products

    Orders can be modified or canceled before payment because they have not yet entered the processing system, but if the payment is made, a product can be deleted or canceled completely within 5 hours, and 5€ is deducted from the customer's balance "cancellation fee" and if the cancellation is requested within 12 hours a 9€ "cancellation fee" is deducted after the logistical department confirms the possibility of this.

    Otherwise, the matter is checked by the competent logistical department for the possibility of canceling or not.

    You may reach out to us at any time by Live Chat or email at contact@aurelyon.com for assistance with your return concerns.

    If we determine that the problem was caused by us, we will apologize and, of course, reimburse the entire product price you paid when you placed your order.

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