Refund policy
Return & Refund Policy
Last Updated: August 25, 2026
At Aurelisa, we want you to feel confident when shopping with us. If your purchase does not meet your expectations, we offer a 30-day return and refund period for eligible products.
Our goal is to make the return process as simple and convenient as possible.
1. 30-Day Return Period
You may request a return within 30 days of receiving your order.
To be eligible for a return, the product should generally be:
- Unused or only minimally handled for inspection
- In its original condition
- Free from damage caused after delivery
- Returned with original packaging where reasonably possible
- Accompanied by your order information or proof of purchase
Certain products may be subject to additional return requirements where necessary for hygiene, safety, or product integrity.
2. Free Returns
Aurelisa provides free returns for eligible orders within the 30-day return period.
If you believe your item qualifies for a return, please contact our customer support team before sending the product back.
Email: support@aurelisa.store
Please do not send products to the store address unless our support team has provided return instructions. Using an unauthorized return address may delay the processing of your return.
3. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, incorrect, or materially different from what you ordered, please contact us as soon as possible.
For faster assistance, please provide:
- Your order number
- A description of the issue
- Clear photographs or video showing the problem
- Photographs of the product packaging when relevant
After reviewing the information, our team will determine the appropriate resolution.
Depending on the circumstances, we may offer a replacement, return, or refund.
4. Refunds
Once an approved return has been received and reviewed, we will process the applicable refund.
Refunds are generally issued to the original payment method used for the purchase.
The time required for the refund to appear in your account may vary depending on your payment provider, bank, or card issuer.
Aurelisa does not control the processing time of financial institutions after a refund has been issued.
5. Items That May Not Qualify
Returns may be refused or adjusted when a product has been:
- Used beyond what is reasonably necessary to inspect the product
- Damaged through misuse or improper handling
- Altered, cut, dyed, washed, or otherwise modified
- Returned after the applicable 30-day period
- Returned without sufficient order information
- Damaged after delivery due to customer handling
For hair products and accessories, please inspect the item carefully before altering, washing, cutting, styling, or otherwise modifying it.
6. Return Process
To request a return:
Step 1: Contact support@aurelisa.store within 30 days of receiving your order.
Step 2: Provide your order number and explain the reason for the return.
Step 3: Follow the return instructions provided by our customer service team.
Step 4: Send the eligible product according to the provided instructions.
Step 5: Once the return is received and reviewed, we will process the applicable refund.
7. Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
Because orders may enter processing shortly after purchase, we cannot guarantee that a cancellation request can be completed before fulfillment.
If an order has already been shipped, it may need to be handled through our standard return process.
8. Contact Us
For all return and refund questions, please contact:
Aurelisa
608 Cindy Lane
West Seneca, NY 14224
United States
Email: support@aurelisa.store
Phone: +1 212-410-6464