Refund policy

Return & Refund Policy

Last updated: August 6, 2026

At Aurex Brands Limited, we want you to be satisfied with your purchase. This Return & Refund Policy explains how returns, exchanges, and refunds are handled for purchases made through our online store.

30-Day Return Policy

We offer a 30-day return policy. You have 30 days from the date your order is delivered to request a return.

To be eligible for a return:

The item must be in the same condition in which you received it.
The item must be unworn, unused, and undamaged.
All original tags must remain attached.
The item must be returned in its original packaging.
You must provide your receipt, order confirmation, or other proof of purchase.

To request a return, please contact us at support@aurex-jewels.com. Please include your full name, order number, the item you wish to return, and the reason for the return.

Returns must be approved by us before they are shipped. Items sent back without first requesting and receiving return authorization may not be accepted.

Return Address

Approved returns must be sent to:

Aurex Brands Returns
First Floor, Building A, No. 3
Luogang Qilu East Road, Junhe Street
Baiyun District, Guangzhou City
Guangdong Province, China

Please do not send any products to the return address before contacting us and receiving return instructions.

Once your return request has been approved, we will provide instructions explaining how and where to send your package. Where applicable, we may provide a return shipping label.

Return Shipping Costs

Unless the return is caused by our error, including receiving an incorrect, defective, or damaged item, the customer is responsible for return shipping costs.

Original shipping charges are non-refundable unless required by applicable law or unless the return is caused by an error on our part.

We recommend using a tracked shipping service and keeping your shipping receipt until your return has been received and processed. We are not responsible for return packages that are lost or damaged during transit when the customer arranges the return shipment.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it is delivered.

If your item is defective, damaged, or different from the item you ordered, please contact us as soon as possible, preferably within 48 hours of delivery, at support@aurex-jewels.com.

Please include your order number, a description of the issue, and clear photographs or videos showing the product and its packaging. We will review the issue and provide an appropriate resolution.

The preferred 48-hour notification period does not limit any mandatory rights you may have under applicable consumer protection laws.

Non-Returnable Items

Certain products cannot be returned, including:

Personalized, customized, or made-to-order products
Perishable goods, including food, flowers, and plants
Personal care, hygiene, beauty, or cosmetic products that have been opened or used
Hazardous materials, flammable liquids, or gases
Gift cards
Products marked as final sale, where permitted by applicable law

For hygiene and safety reasons, sealed products may only be eligible for return if the original seal remains intact.

Please contact us before returning an item if you are unsure whether it is eligible for a return. Mandatory consumer rights remain unaffected.

Exchanges

We currently do not offer direct exchanges.

The fastest way to receive a different item, size, or color is to return the original item in accordance with this policy. Once the return has been approved, you may place a separate order for the replacement product.

European Union 14-Day Right of Withdrawal

If your order is delivered to a country within the European Union and the statutory right of withdrawal applies to your purchase, you may cancel your order within 14 days after receiving the goods without providing a reason.

To exercise your right of withdrawal, you must contact us before the 14-day withdrawal period expires at support@aurex-jewels.com.

You may inspect the product only to the extent necessary to establish its nature, characteristics, and functionality. You may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary for inspection.

Certain products may be excluded from the statutory right of withdrawal, including personalized goods, perishable goods, and sealed hygiene products that have been unsealed after delivery.

Where applicable, return shipping costs under the right of withdrawal are the customer's responsibility unless we agree otherwise or applicable law requires us to cover them.

Refunds

We will notify you after we have received and inspected your return. We will then confirm whether your refund has been approved or rejected.

If approved, the refund will be issued to the original payment method used for the purchase. We aim to process approved refunds within 10 business days.

Your bank, card issuer, or payment provider may require additional processing time before the refunded amount appears in your account.

Where applicable law requires a different refund deadline, we will process the refund within the legally required period.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@aurex-jewels.com.

Late or Missing Refunds

If you have not received an approved refund, please first check your bank account and contact your bank, credit card company, or payment provider. Processing times may vary.

If you have completed these steps and still have not received your refund, contact us at support@aurex-jewels.com.

Order Cancellations

To request an order cancellation, please contact us as soon as possible.

We cannot guarantee that an order can be cancelled after it has entered processing or has already been shipped. If the order has been shipped, you may request a return after receiving it, subject to this policy.