At Aurasoul, we want you to be completely happy with your unique piece of the Earth. If for any reason you are not satisfied, please review our policy below. 

1、Order Cancellation and Changes

You may cancel an order within 24 hours after placing it by emailing info@aurasoullab.com or support@aurasoul.com. A cancellation approved within this window will be refunded in full to the original payment method.

For address, size, or other order changes, contact us immediately. We will try to assist, but changes are not guaranteed once processing, production, or shipping has begun.

2、Return and Exchange Window

You must contact us within 30 days after delivery to request a return or exchange. The 30 day period begins on the date the carrier records the order as delivered to you or to a recipient or delivery location you authorized. Prior written authorization and return instructions are required. Do not send an item back before receiving those instructions.

3 、Eligibility

To qualify for a voluntary return or exchange, the item must:

• have no signs of wear;
• be unused, unaltered, and in its original condition;
• include all original tags, certificates, gifts, accessories, and packaging; and
• be packed safely for return according to our instructions.

Trying on an item carefully is permitted, but wearing, resizing, restringing, scratching, staining, exposing it to fragrance or chemicals, or otherwise changing its condition may make it ineligible. Natural variations described on the product page are not by themselves damage or defects.

4 、Non Returnable and Non Exchangeable Items

The following are not eligible for a voluntary return or exchange:

• items marked Final Sale;
• gift cards;
• custom made, made to order, personalized, engraved, or monogrammed items;
• items identified before purchase as hygiene sensitive or otherwise non returnable; and
• items with signs of wear, use, alteration, damage after delivery, missing parts, or incomplete packaging.

These exclusions do not apply where an item is faulty, materially misdescribed, unsafe, or otherwise subject to a non excludable remedy under applicable law.

5 、Damaged Missing or Incorrect Items

Inspect the parcel promptly after delivery and before wearing, cleaning, restringing, altering, or discarding any packaging. For visible transit damage, a missing item, tampering, or an incorrect item, contact us within 48 hours after delivery. Include your order number and a clear description.

A continuous, clear, unedited unboxing video is required to verify the parcel's condition at opening. The video must begin before the parcel is opened and show all of the following:

• the unopened outer parcel from all sides;
• the shipping label, seals, tape, and any customs or inspection markings;
• the complete opening process without cuts or pauses;
• every item and packaging component as it is removed; and
• clear close views of the alleged damage, shortage, or incorrect product.

Photos may be requested as supplementary evidence, but photos alone do not establish that the problem existed before opening. Keep the parcel, internal packaging, tags, product, labels, and official notices until the claim is resolved. If a qualifying video is not provided, we may be unable to verify the claim and may deny a voluntary remedy. This evidence rule does not waive rights that cannot lawfully be waived, and reliable alternative evidence will be considered where mandatory law requires it.

If we confirm that an item arrived broken, materially damaged, missing, or incorrect, we will provide the remedy required by law and, where we may choose the remedy, may repair, replace, reship, issue store credit, or refund the affected item and any applicable basic delivery charge.

6 、Return Authorization and Shipping

Email info@aurasoullab.com or support@aurasoul.com before returning an item. Include your order number, the item you wish to return or exchange, the reason, and any supporting information requested. We will provide written authorization and the return instructions if the request is eligible.

Unless the return results from our confirmed error or applicable law requires otherwise, you are responsible for return shipping, insurance, duties, taxes, customs, and brokerage costs. Use a trackable and insured service. Risk in a customer arranged return remains with you until we receive it. Unauthorized returns may be rejected or delayed.

7 、Exchanges

Exchange availability depends on stock and cannot be guaranteed. The same eligibility, authorization, and shipping rules that apply to returns also apply to exchanges. For an exchange requested because of size, preference, or another reason not caused by our confirmed error, the customer is responsible for applicable return and reshipping costs. We will confirm any price difference and payment or refund arrangement before processing the exchange.

8 、Inspection and Refunds

After an authorized return is received, we usually inspect it and notify you of approval or rejection within 5 to 7 business days. Approved refunds are issued to the original payment method. The time for the credit to appear depends on the payment method, bank, card issuer, or other financial provider and is outside our control.

Unless the return results from our confirmed error or applicable law requires otherwise, original shipping charges and third party duties, taxes, brokerage, and customs costs are non refundable. Where permitted by law, we may deduct an amount for diminished value caused by handling beyond what is necessary to inspect the item.

9 、International Returns and Customs

Customers returning items internationally are responsible for all return shipping, insurance, customs duties, taxes, brokerage, and clearance costs unless the return results from our confirmed error or applicable law requires otherwise. We cannot mark a commercial return as a gift or understate its value.

Customs, postal, carrier, border, and security authorities may lawfully detain, x ray, open, inspect, rearrange, mark, and reseal a parcel. An inspection seal, opened outer packaging, extra tape, markings, or disturbance to presentation packaging caused solely by an official inspection does not by itself mean the product is defective.

10 、Contact

For returns, exchanges, damaged item claims, or other order questions, contact either of the following:

• info@aurasoullab.com
• support@aurasoul.com

Please include your order number so we can locate the purchase and respond efficiently.