Refund policy
Aura & Heirloom Return Policy
This policy applies to all purchases made through Aura & Heirloom.
Returns Eligibility
Items may be returned within 30 days of delivery if they meet the following conditions:
- Item is unused, unworn, and in original condition
- Original packaging, tags, and protective materials are included
- Proof of purchase is provided
Final sale items, clearance items, and custom or made-to-order pieces are not eligible for return.
Non-Returnable Items
- Custom or personalized jewelry
- Gift cards
- Items marked “Final Sale”
- Items showing signs of wear, damage, or alteration
Return Process
To initiate a return:
- Contact customer support with order details and reason for return
- Approval and return instructions will be provided
- Ship item back using a trackable shipping method
Returns sent without prior approval may not be accepted.
Refunds
Once the returned item is received and inspected:
- Refunds are issued to the original payment method
- Processing time is typically 5–10 business days after approval
- Original shipping fees are non-refundable
Exchanges
Exchanges are available for eligible items depending on stock availability. If unavailable, a refund will be issued instead.
Damaged or Incorrect Items
If an item arrives damaged or incorrect, contact support within 48 hours of delivery with photos for review. A replacement or refund will be arranged as appropriate.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to an error or defective item.