Returns & Refunds

Last updated: November 3, 2026

If something isn’t right with your order, please contact us at customercare@auranest.net with your order number.

Order Cancellations

Please request any cancellation or order change within 30 minutes of placing your order by emailing customercare@auranest.net. Include your order number and the change you need.

Orders are processed automatically by our fulfillment partners. We will try to help, but submitting a request does not automatically stop processing, and we cannot guarantee cancellation once warehouse preparation has begun.

After 30 minutes, or if your order can no longer be stopped, please follow the return process below. This cancellation window applies to new orders placed after this policy update and does not affect any statutory cancellation or withdrawal rights.

Returns

You may request a return within 14 days of receiving your order.

For change-of-mind returns, products must be unused, unfilled and in their original condition, with all parts, accessories and original packaging. Proof of purchase is required.

Please contact us before sending anything back. Once your return is approved, we will provide the return instructions and address. Do not send a return to the address printed on the shipping package unless we instruct you to do so.

Return Shipping and Delivery Charges

For change-of-mind returns—including mistaken orders, duplicate purchases or items you no longer want—you are responsible for return shipping.

If we provide a prepaid label, we will tell you its cost before deducting it from your refund. Otherwise, please use a tracked return service.

For an approved damaged, defective or incorrect-item claim, Auranest will cover the required return shipping.

Original delivery charges are generally non-refundable for change-of-mind returns, including partial returns. Express or upgraded delivery charges are also generally non-refundable. Exceptions apply where required by law or where the item was defective, damaged or incorrectly supplied.

Please contact us before refusing delivery or leaving a parcel unclaimed. Any applicable return or reshipping costs will be handled under this policy and applicable law.

Damaged, Defective or Incorrect Items

Please contact us as soon as possible if your item arrives damaged, does not work properly or is different from what you ordered.

Include your order number and clear photographs of the product, shipping label and packaging. Keep the product and packaging while we review the issue.

We will help arrange an appropriate replacement, refund or other resolution. The unused-product conditions for change-of-mind returns do not prevent you from reporting a defective item.

Return Exclusions

The following are not eligible for change-of-mind returns:

• Products that have been used, filled with liquids, washed, altered or damaged after delivery

• Sealed health or personal-care products once their seal is broken

• Personalized, customized or made-to-order products

• Gift cards and items clearly marked “Final Sale” before purchase

• Perishable goods, hazardous materials, flammable liquids or gases

Regular sale and promotional items remain eligible unless marked “Final Sale.” These exclusions do not limit your rights regarding defective, damaged or incorrectly supplied goods, or other mandatory consumer rights.

Exchanges

To exchange an eligible item, please contact us to arrange a return and place a new order.

For change-of-mind exchanges, you are responsible for return shipping and delivery charges for the new order. Replacements for approved defective or incorrect items carry no additional shipping charge.

Refunds

We will notify you after receiving and reviewing your return.

Approved refunds are sent to your original payment method, less any applicable return-label charge disclosed to you. We normally process refunds within 10 business days, subject to any shorter legal deadline. Your bank or payment provider may need additional time to post the funds.

If your refund has not appeared within 15 business days after our processing confirmation, please contact us.

European Union and United Kingdom Customers

For eligible online purchases, you generally have 14 days after delivery to notify us that you wish to withdraw, without giving a reason. You may also notify us before delivery, including while the order is in transit. The 30-minute cancellation window above does not limit this right.

Please return the goods within 14 days of notifying us. You are responsible for the direct return shipping cost unless the goods are defective, damaged or incorrectly supplied.

For withdrawal of an entire eligible order, we will refund the product price and our least expensive standard delivery charge. Any additional express-delivery premium is not refundable.

We may withhold the refund until we receive the goods or evidence that you have sent them back, as permitted by law. You may inspect the goods as you would in a shop; a deduction may apply for loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

Statutory exceptions may apply, including personalized goods and sealed health or hygiene products after their seal has been broken.

Contact Us

Auranest Customer Care
customercare@auranest.net

Nothing in this policy limits your mandatory rights under applicable consumer law.