Política de reembolso

Return and Refund Policy

Thank you for shopping with Auraluxe Studio. We value your satisfaction and strive to provide the best products and services. Please read our return and refund policy carefully before making a purchase.

1. Eligibility for Returns
We accept returns under the following conditions:

  • The item must be unused, unworn, and in the original packaging.
  • The return request must be made within 14 days of receiving the product.
  • Proof of purchase is required (receipt or order confirmation).
  • Certain items, including sale items, personalized products, and perishable goods, are non-returnable.

2. Return Process
To initiate a return:

  • Contact our customer support at customer.support@auraluxestudio.com with your order number and reason for return.
  • If eligible, we will provide a return authorization and shipping instructions.
  • The customer is responsible for return shipping costs unless the return is due to a defective product, in this case, please refer to section 4 - Exchanges.

3. Refund Policy
Refunds are processed as follows:

  • We do not offer cash refunds. Instead, store credits will be issued for the same purchase price, which can be used for future purchases.
  • Store credits are non-transferable and can only be used on our website.
  • Once the returned item is received and inspected, we will notify you of the approval or rejection of your store credit.
  • Shipping fees and any restocking fees are non-refundable.
  • If an item is returned in used or damaged condition, we reserve the right to deny the refund or offer a partial store credit.

4. Exchanges
We only replace items if they are defective or damaged upon delivery. If you receive a damaged item, you must notify us within 3 to 5 days of receipt with photographic evidence of the packaging and product.

  • Fragile items such as porcelain, glass, or ceramic products (e.g., bowls in matcha sets) must be inspected upon delivery. For these items, any damage must be reported within 48 to 72 hours of receipt with photographic evidence at customer.support@auraluxestudio.com.

  • We are not responsible for damage that occurs after delivery.

  • If approved, we will provide instructions for an exchange or store credit.

5. Non-Returnable Items
The following items are non-returnable:

  • Gift cards
  • Perishable goods
  • Personalized/custom-made items
  • Sale or clearance items
  • Digital products/downloads

6. Chargebacks and Fraud Prevention
To protect our business from fraudulent claims:

  • Chargebacks initiated without first contacting us will be disputed.
  • Excessive or suspicious return activity may result in refusal of future orders.

7. Policy Changes
We reserve the right to modify this policy at any time. Any updates will be posted on our website.

For any questions, please contact our support team at customer.support@auraluxestudio.com.