Return & Exchange Policy

At Auralena, we want you to have a smooth and satisfying shopping experience. Every order is carefully packed and checked before dispatch.

Please read our return and exchange policy below before placing your order.

1. Eligibility for Returns & Exchanges

Due to the nature of our fragrance products, perfumes can only be returned or exchanged if the product arrives damaged, defective, incorrect, or has been received in an unacceptable condition.

To be eligible for a return or exchange:

• You must contact us within 48 hours of receiving your order.

• The product must be unused and in its original condition.

• The original packaging, box, and accessories must be intact.

• You must provide clear photos or videos showing the issue with the product and packaging.

• Products that have been opened, used, sprayed, or damaged after delivery may not be eligible for return or exchange.

2. Damaged or Broken Products

If your order arrives damaged or broken, please contact us within 48 hours of delivery.

We may request:

• Photos of the parcel from the outside

• Photos of the damaged product

• A short unboxing video, where available

• Your order number and contact details

After reviewing the issue, Auralena may offer a replacement or another suitable resolution.

3. Incorrect Product

If you receive a product different from the one you ordered, please contact us within 48 hours of delivery.

Once the issue is verified, we will arrange an appropriate replacement.

4. Change of Mind

Because perfumes are personal-use products, we do not accept returns simply because you do not like the fragrance, scent profile, or performance after opening or using the product.

We encourage customers to carefully review the product information and fragrance notes before placing an order.

5. Order Cancellation

Orders can only be cancelled if the order has not yet been dispatched.

Once an order has been shipped, cancellation may no longer be possible.

6. Refunds

If a refund is approved, it will be processed after the returned or disputed product has been reviewed.

Refunds may be issued through the original payment method or another available payment method, depending on the circumstances.

For Cash on Delivery orders, customers may be asked to provide the necessary details required to process an approved refund.

7. Return Shipping

If the return is due to an incorrect, damaged, or defective product confirmed by Auralena, we will guide you regarding the return process.

Returns sent without prior approval may not be accepted.

8. Non-Returnable Items

The following items are generally not eligible for return or exchange:

• Products that have been opened or used

• Products damaged by the customer

• Products without their original packaging

• Products reported after the applicable return period

• Products returned without prior approval

• Returns based solely on personal fragrance preference after opening or use

9. How to Request a Return or Exchange

To request a return or exchange, please contact Auralena Customer Support with:

Order Number:
Customer Name:
Contact Number:
Reason for Return/Exchange:
Photos/Videos of the Issue:

Our team will review your request and provide you with the next steps.

10. Policy Updates

Auralena reserves the right to update or modify this Return & Exchange Policy when necessary. Any changes will be posted on this page.

Contact Us

If you have any questions regarding returns or exchanges, please contact our customer support team.

Auralena
Where Every Scent Tells a Story.