Refund policy

Return & Refund Policy

1. Right of Withdrawal & Return Conditions

You have the statutory right of withdrawal of 14 days after receiving your order, without the need to provide a reason.

To initiate a return, please contact us within 14 days of delivery at info@auralisjewellery.com, stating:

• your order number

• the item you wish to return

• clear photos (if applicable)

Conditions for returns:

• The jewellery must be unworn, unused, and undamaged

• The item must be returned in its original condition and packaging

• The return request must be made within 14 calendar days of receipt

Returns that fall outside this period or do not meet these conditions may be refused.

 

2. Items Excluded from Return

The following items are excluded from the right of withdrawal:

• Earrings, for hygiene reasons, unless they arrive damaged or incorrectly delivered

• Custom-made or personalised jewellery, as these items are produced specifically to order

These exclusions are in accordance with Article 6:230p of the Dutch Civil Code.

 

3. Damaged, Defective, or Missing Items

If your order arrives damaged, defective, or incomplete, please contact us within 7 days of delivery at info@auralisjewellery.com, including your order number and clear photos of the issue.

In such cases, we will offer:

• a replacement, or

• a full refund if replacement is not possible

This does not affect your statutory rights regarding non-conforming products.

 

4. Return Shipping Costs

• For returns due to change of mind, the return shipping costs are the responsibility of the customer

• For damaged, defective, or incorrectly delivered items, we will cover the return shipping costs or arrange the return

We strongly recommend using a tracked shipping service. Without proof of shipment, we cannot guarantee receipt of returned items.

 

5. Refunds

Once your return has been received and inspected, you will be notified by email regarding the approval of your refund.

• Refunds are issued to the original payment method

• The refund will be processed within 14 days after receipt of the returned item, in line with legal requirements

Original shipping costs are not refunded, unless the return is due to a damaged, defective, or incorrectly supplied item.

 

6. Exchanges

We do not currently offer direct exchanges.

If you wish to receive a different item, please:

1. return the original item according to this policy

2. place a new order
    

7. Custom Orders

Custom-made and personalised jewellery is produced specifically for you and is therefore non-refundable and non-exchangeable.

All design details are confirmed by email before production begins to ensure accuracy.

 

8. Questions or Support

If you have any questions about your order, returns, or refunds, please contact us:

📩 info@auralisjewellery.com

We are always happy to assist and ensure a smooth experience.

 

9. Legal Framework

This Return & Refund Policy is written in accordance with:

• the Dutch Civil Code (Book 6)

• the Dutch Distance Selling Regulations

• the EU Consumer Rights Directive

These laws ensure your right to receive products that are:

• in conformity with the agreement

• of satisfactory quality

• correctly and completely delivered