Refund & Return Policy
Effective Date: October 10, 2025
At Aurey, we take utmost care to deliver salon-grade beauty products in perfect condition. We strive for a smooth delivery process, but if you receive a product that is damaged, defective, or incorrect, we’re here to help you resolve the issue quickly.
1. Eligibility for Returns & Refunds
Returns are only accepted under the following conditions:
1.1. Time Limit: A return request must be initiated within seven (7) days of the confirmed delivery date of your order. Requests received after this period will not be accepted.
1.2. Condition: To be eligible, the product must be unused, unopened, and in the same physical condition that you received it. It must be in the original packaging (including boxes, security seals, and protective wrapping). Due to the hygienic nature of beauty products, we cannot accept returns for items that have been opened or tampered with unless they are confirmed defective.
1.3. Reason for Return (Mandatory): Refunds are applicable only in cases of wrong product delivery or damaged/defective product delivery. We do not offer returns or refunds for reasons such as change of mind, product dislike, or variations in results (as per Section 3.2 of the Terms of Use).
1.4. Proof Required: All return requests must be accompanied by the following mandatory proof:
Clear images of the product and its packaging showing the defect/damage.
A complete, unedited unboxing video clearly showing the condition of the package upon arrival and the specific defect/damage of the product.
2. Return Exclusions
The following items are strictly non-returnable and non-refundable:
Products purchased during a sale or promotional offers, including those purchased using discount codes.
Products returned without an unboxing video or clear photographic evidence.
Items where the seal has been broken, or the product has been used.
Products damaged due to misuse or neglect by the customer.
3. How to Initiate a Return
Contact Us: Email us at support@aurey.in or WhatsApp us at [9717754213] immediately.
Provide Details: Include your order number, the reason for the return, and attach the required unboxing video and clear images of the product/packaging.
Approval: Once your request is reviewed and approved (typically within 1-2 business days), we will confirm the return via email.
Reverse Pickup: We will arrange a reverse pickup for the eligible item within 5–7 business days of request approval. You must hand over the product, securely packaged in its original box, to the courier partner.
4. Quality Check and Refund Process
4.1. Quality Check (QC): Once the returned item is received at our facility, it will undergo a strict quality check to verify the claimed defect or damage against the provided video proof.
4.2. Refund Timeline:
If the return is approved after QC, the refund will be processed to the original payment method used for the purchase.
Refunds will be credited within 7–10 working days from the date the return is approved (after QC completion).
4.3. COD Refunds: In case of Cash on Delivery (COD) orders, the refund will be issued via a secure bank transfer or UPI to the account details provided by you during the refund process.
4.4. Shipping Charges: All original shipping charges paid for the order (if any) are non-refundable. Only the cost of the returned product will be refunded.
Shipping Policy
Effective Date: October 20, 2025
We aim to deliver premium salon care straight to your doorstep — fast, safe, and smooth! This policy outlines our shipping procedures, timelines, and charges.
1. Order Processing and Fulfillment
1.1. Processing Time: All confirmed orders are processed and prepared for dispatch within 24–48 hours of order confirmation. This timeline excludes Sundays and public holidays. Orders placed after 12:00 PM IST may be processed the following business day.
1.2. Business Days: Our operating business days are Monday to Saturday.
1.3. Tracking: Once your order is shipped, you will receive a notification containing a tracking link via SMS or email, allowing you to monitor the status of your delivery in real-time.
1.4. Packaging: All products are securely packaged to minimize the risk of damage during transit.
2. Shipping Coverage and Delivery Timelines
2.1. Coverage: We ship Pan-India through trusted and verified courier partners.
2.2. Estimated Delivery Times: Delivery times are estimates and start from the date of dispatch, not the date of order.
Location Category Estimated Delivery Timeline (Business Days)
Major Metro Cities 3–5 business days
Rest of India 5–7 business days
Remote/Difficult Access Locations Up to 10 business days
3. Shipping Charges and Fees
3.1. Prepaid Orders (Card/UPI/Wallet):
Free Shipping on prepaid orders with a value above ₹999.
For prepaid orders below ₹999, a standard shipping fee of ₹75 applies.
3.2. Cash on Delivery (COD) Orders:
A non-refundable COD handling charge of ₹50 is applied to all COD orders, irrespective of the order value.
4. Delays and Unforeseen Circumstances
4.1. Liability for Delays: Aurey is not responsible for shipment delays caused by external factors such as weather events, courier strikes, unexpected carrier service disruptions, or remote location accessibility challenges.
4.2. Customer Communication: In the event of an unavoidable delay, we will proactively keep you updated via email or WhatsApp with the revised delivery expectation.
4.3. Delivery Attempts: Our courier partners will typically attempt delivery 2-3 times. If the package is undeliverable after multiple attempts due to customer unavailability or an incorrect address, it will be returned to us, and any re-shipping costs will be borne by the customer.