Refund policy
The products on this site are sold by Aurea Luxury Lab S.r.l., a single-member company, with registered office at Via Armando Pica 170/E, 41121 Modena (MO), Italy. C.F. and P.IVA 04262050364, REA MO-456214. PEC aurealuxurylab@postecertifica.it — E-mail info@aurealuxurylab.com.
1. Right of withdrawal
A customer acting as a consumer may withdraw from the contract without giving any reason within 14 calendar days from the date of delivery of the order.
The right of withdrawal may be exercised exclusively through the "Effettua un reso" (Make a return) form available at https://www.aurealuxurylab.com/apps/parcelpanel-returns/
Communications sent by e-mail, social media channels or other means do not allow the return procedure to be initiated and are not suitable for ensuring the traceability of the request. For security reasons, the request is accepted only if it comes from the same e-mail address with which the order was placed.
2. Return of the product
Once the withdrawal has been communicated, the product must be returned within 14 calendar days from the date of the communication. Returns made after this time limit do not entitle the customer to a refund.
The address to which the return must be sent will be communicated to you by e-mail at the time of authorisation, depending on the type of item.
Return costs are borne entirely by the customer, who is expressly informed of this before the order is placed.
Given the value of the goods concerned, the shipment must be made by tracked courier and insured for the full value of the item. The customer remains responsible for the goods and bears the risk of loss, theft or damage until they are physically received at our premises.
Carriage-forward (freight collect) shipments are not accepted, nor are returns without a previously authorised request.
3. Condition of the returned product and diminished value
The customer may handle the goods only to the extent necessary to establish their nature, characteristics and functioning, as would be possible in a shop.
The product must be returned complete with its original packaging, dust bag, any accessories, certifications and documentation received, together with the Aurea Luxury Lab identification seal.
The identification seal certifies that the item has not been worn or tampered with. Its removal, together with signs of use, traces of wear, odours, alterations or missing components, results in a diminished value of the goods. In such cases, the customer is liable for the diminished value and the Company is entitled to withhold from the refund a proportionate amount, determined on the basis of a technical assessment of the goods, which will be communicated to the customer with photographic evidence.
Where the diminished value is such that the goods can no longer be sold, the amount withheld may correspond to the full value of the item.
4. Unsigned deliveries and instructions given to the courier
The Company is not liable for non-delivery, theft of or damage to the parcel where the customer has given the courier directly instructions that differ from the delivery methods provided for at the time of the order, such as leaving the parcel without a signature, delivery to third parties, leaving it in entrance halls, courtyards, porters' lodges or unattended places, or changing the address or the agreed delivery date outside the official tracking platform.
In such cases, the risk of loss shall be deemed to have passed to the customer, and the right of withdrawal, refund or replacement shall not apply.
Given the nature and value of the items, we recommend receiving the parcel in person or selecting delivery to an official pick-up point.
5. Transport damage and non-conformities apparent upon delivery
Any damage resulting from transport, tampered packaging or non-conformities that are immediately apparent must be reported within 48 hours of delivery, stating the order number and attaching photographic or video documentation of the opening of the parcel showing the shipping label, the condition of the packaging and the product.
In any case, we recommend recording a continuous, uninterrupted video of the opening of the parcel. In the absence of such documentation, the Company reserves the right to assess the request on the basis of the information available and the documentation provided by the carrier.
The time limit set out in this article applies exclusively to transport damage and visible non-conformities and does not affect the legal guarantee of conformity referred to in article 9.
6. Refund: timing and method
The refund is issued within 14 days of receipt of the notice of withdrawal. The Company may withhold the refund until it has received the goods or until the customer has supplied evidence of having sent them back.
The refund is made using the same means of payment as the purchase, unless otherwise agreed. Crediting times depend on the customer's bank or payment service provider.
The refund includes the cost of the standard shipping originally charged. Any supplements paid for delivery methods other than standard delivery, such as express shipping, same-day delivery, delivery by appointment or additional services requested by the customer, are not refunded.
Any amounts withheld for diminished value pursuant to article 3 are deducted from the refund.
7. Purchases made through an Aurea ReBag trade-in
Where the price has been paid, in whole or in part, by trading in an item submitted through the Aurea ReBag service, the refund is made as follows: the portion paid in money is refunded using the original means of payment; the portion corresponding to the value recognised for the item submitted is refunded by issuing a store voucher redeemable on aurealuxurylab.com, for the same amount and valid for 12 months from the date of issue.
Return of the submitted item in kind is not possible, as it has passed definitively into the Company's ownership and may already have been processed, certified or resold.
8. Customers outside the European Union, including the United Kingdom and the United States
For orders shipped outside the European Union, the right of withdrawal is granted under the same conditions set out in this policy, through the form available at https://www.aurealuxurylab.com/en/apps/parcelpanel-returns/
Return costs, customs duties, taxes, import charges and any other costs necessary for the goods to re-enter Italy are borne exclusively by the customer. These amounts are not refunded.
The customer is required to complete the customs documentation correctly, stating the reason for return. If the parcel is rejected due to documentation irregularities or failure to pay customs charges, the resulting costs remain payable by the customer and may be deducted from the refund.
9. Legal guarantee of conformity on pre-owned (used) goods
All items sold are pre-owned (used) goods, as expressly stated in the description of each product.
Pursuant to the legislation applicable to pre-owned (used) goods, the parties expressly agree that the legal guarantee of conformity lasts 12 months from delivery of the goods.
Signs of use, imperfections, colour variations, oxidation of hardware, creases, scratches and patina resulting from normal previous use do not constitute a lack of conformity when they are indicated in the product description or in the photographs, or are otherwise consistent with the stated condition.
10. Authenticity and certifications
Aurea Luxury Lab S.r.l. sells exclusively authentic items, which undergo a quality inspection at its own laboratory and, where the brand and model are supported, a check using digital authentication technologies.
Certifications issued by third parties are provided, where available, as an ancillary service included in the price. The unavailability of an external certification does not constitute a lack of conformity or grounds for withdrawal or refund; in any case, the purchase receipt and the internal checks serve as proof of authenticity.
11. Inspection and assessment of returns
Every returned item is inspected at our laboratory; the inspection includes checking the identification seal, correspondence with the item shipped, the condition and authenticity.
If the returned item does not correspond to the item shipped, the Company reserves the right to take any action to protect its rights, including reporting the matter to the competent authorities, and will not issue any refund.
12. Dispute resolution
To resolve disputes, consumers may use the European online dispute resolution platform, accessible at https://ec.europa.eu/consumers/odr
Any dispute not resolved out of court falls under the jurisdiction of the court of the consumer's place of residence or domicile, if located within the territory of the State.
13. Contacts
Aurea Luxury Lab S.r.l.
Via Armando Pica 170/E, 41121 Modena (MO)
info@aurealuxurylab.com
Customer service Monday to Friday, from 10:00 to 20:00