Refund policy

Returns & Refund Policy

Our Commitment

At Aurorum, we take pride in offering premium hair care products that meet high standards of quality. If there is ever an issue with your order, we're here to help.

Please read our policy carefully before making a purchase.

30-Day Return Window

Returns must be requested within 30 days of receiving your order.

To be eligible for a return, your item must:

  • Be unused and in its original condition.
  • Be returned in its original packaging with all accessories included.
  • Include proof of purchase.

Items returned without prior authorization may not be accepted.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for:

  • Opened or used hair care products.
  • Products with broken safety seals.
  • Products that have been used, washed, or altered.
  • Gift cards.
  • Clearance or final sale items.
  • Any item not in its original condition due to customer handling.

Damaged or Incorrect Orders

Please inspect your order upon delivery.

If you receive:

  • A damaged item
  • A defective product
  • The wrong product

Please contact us within 48 hours of delivery and include:

  • Your order number
  • Clear photographs of the packaging
  • Clear photographs of the product
  • A description of the issue

Claims submitted after this period may not be accepted unless required by applicable law.

Change of Mind Returns

If you simply change your mind, you may request a return provided the product:

  • Has not been opened or used.
  • Remains in resaleable condition.
  • Is returned in its original packaging.

Customers are responsible for all return shipping costs unless the return is due to our error or a verified manufacturing defect.

Original shipping charges are non-refundable.

Return Shipping

Customers are responsible for ensuring returned items are securely packaged.

Aurorum is not responsible for returns lost or damaged during transit.

We recommend using a tracked courier service.

Inspection & Approval

All returned items undergo inspection upon arrival.

Returns may be declined if the product:

  • Shows signs of use.
  • Is damaged by the customer.
  • Is missing parts or accessories.
  • Is returned without original packaging.
  • Does not meet the conditions outlined in this policy.

Refunds

Once your return has been inspected and approved, refunds will be processed to your original payment method.

Please allow 5–10 business days for your financial institution to process the refund after it has been issued.

Shipping charges are non-refundable unless required by law.

Exchanges

We replace items only if they are confirmed to be defective or damaged upon arrival.

Order Cancellations

Orders begin processing shortly after they are placed.

For this reason, cancellation requests cannot be guaranteed once an order has entered processing or has been dispatched.

Missing Deliveries

If your tracking shows your order as delivered but you have not received it, please contact the courier first.

Aurorum is not responsible for parcels lost due to:

  • Incorrect delivery addresses supplied by the customer.
  • Parcels accepted by another person at the delivery address.
  • Secure delivery instructions provided by the customer.

We will gladly assist in opening an investigation with the courier where appropriate.