Return and Refund Policy

Refund and Return Policy

Last updated: December 7, 2025

AURÉL LANE is committed to providing a reliable and satisfactory shopping experience through our website, products, and related services (the “Services”). This Refund and Return Policy outlines the terms under which returns, refunds, exchanges, and order-related claims may be processed.

By placing an order through the Services, you acknowledge that you have read, understood, and agreed to the conditions described in this Refund and Return Policy.

General Return Eligibility

To maintain product quality and hygiene standards, AURÉL LANE accepts returns only under the specific circumstances outlined in this policy. A return may be accepted if:

  • You received the wrong item

  • The product arrived damaged or defective

  • The item delivered does not match the description on our website

To qualify for a return, the product must be:

  • Unused and in its original condition

  • In the original packaging, including all protective materials

  • Accompanied by proof of purchase (order number, invoice, or confirmation message)

Items that have been used, opened, tested, or partially consumed are not eligible for return due to hygiene and safety considerations.

Non-Returnable Items

For safety, hygiene, and regulatory reasons, the following items cannot be returned under any circumstances:

  • Fragrances or perfumes that have been opened, sprayed, or unsealed

  • Products showing signs of usage or tampering

  • Free gifts, promotional items, or bundled accessories

  • Items purchased during clearance or final sale promotions

  • Products damaged due to mishandling after delivery

Once a product is unsealed, it becomes ineligible for return.

Return Request Timeframe

All return or refund requests must be submitted within:

  • 48 hours of delivery in cases of damaged, defective, or incorrect items

  • Claims submitted after this window may not be eligible

We recommend inspecting your order immediately upon receipt.

Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, or different from what you ordered, please notify us promptly. To process such claims efficiently, we may require:

  • Order number

  • Clear photographs of the item and packaging

  • Unboxing or delivery-day video (if available)

  • Courier tracking details

AURÉL LANE reserves the right to reject claims lacking sufficient evidence. Damage resulting from misuse, mishandling, or improper storage after delivery is not covered.

Return Approval Process

Once a return request is submitted, our team will review the claim and determine eligibility. If approved:

  • You will receive instructions on how to return the item

  • The product must be securely packaged to prevent further damage during transit

  • Return shipping method will be communicated at the time of approval

Products returned without prior approval will not be accepted.

Refund Processing

Once the returned item is received and inspected, we will notify you regarding the status of your refund. Refunds may be issued in one of the following ways:

  • Store credit

  • Replacement product

  • Refund to the original payment method (where applicable)

Refund processing timelines:

  • Inspection and verification: 3–5 business days

  • Refund transfer (if applicable): additional 3–7 business days, depending on the payment partner

Shipping fees are non-refundable except in cases where the return is due to an error on our part (incorrect, damaged, or defective item).

Order Cancellations

Orders may be canceled only if they have not yet been processed or shipped. Once an order is dispatched, it cannot be canceled and will fall under the standard return policy (if eligible).

Promotional or discounted orders may not be eligible for cancellation.

Exchanges

AURÉL LANE offers exchanges only for items that meet the following criteria:

  • Incorrect item delivered

  • Product arrives damaged or defective

  • Exchange item is in stock at the time of replacement request

Where an exchange is not possible due to stock limitations, alternative solutions such as refunds or store credit may be provided.

Wrong Address or Unsuccessful Delivery

If an order is returned to us due to:

  • Incorrect or incomplete address

  • Recipient unavailability

  • Failure to respond to courier attempts

Re-delivery may require additional shipping charges. Refunds for failed deliveries due to incorrect customer information may be declined.

Return Shipping Responsibility

Return shipping responsibility depends on the nature of the claim:

  • AURÉL LANE’s responsibility: Wrong, damaged, or defective items

  • Customer’s responsibility: Any return request not caused by our error (where eligible)

Return shipment must be securely packaged to avoid damage during transit.

Fraudulent or Abusive Claims

To protect the integrity of our operations, AURÉL LANE reserves the right to decline return or refund requests that show patterns of abuse, including but not limited to:

  • Frequent claims without valid evidence

  • Tampered or used product returns

  • Misrepresentation of product condition

  • Chargeback abuse or policy exploitation

Such accounts may be restricted from future purchases or subjected to additional verification.

Policy Amendments

AURÉL LANE may revise this Refund and Return Policy periodically to reflect operational adjustments, legal requirements, or service improvements. The updated version will always indicate the “Last Updated” date.

Contact Information

For all refund, return, or exchange inquiries, please contact us at:

Email: aurellaneofficial@gmail.com
Phone: +92 319 2265508