Refund policy
Returns and Refunds
At Aurea Luxury Lab, we are committed to ensuring a flawless shopping experience. If the customer wishes to make a return, they may exercise their right of withdrawal within 14 calendar days from the date of order delivery. In this case, we invite you to carefully read and comply with the following conditions.
How to request a return
Return requests must be sent exclusively through the “Make a Return” link available on the official Aurea Luxury Lab website at https://www.aurealuxurylab.com/apps/parcelpanel-returns/
Requests sent via email, social networks, or other unauthorized channels will not be considered.
Once the request is submitted, it will be reviewed by our team and may be approved or rejected based on the conditions outlined in this policy.
Limitations on the right of return
The return or refund policy does not cover products that are:
- delivered without signature or left unattended (for example, in front of the door, in the hallway, or with third parties);
- if such delivery methods were requested directly from the courier outside the official tracking platform;
- shipped or returned without using the tracking number provided by Aurea or the assigned courier.
For this reason, if the customer is unsure about personally receiving the package, we strongly recommend opting for delivery to an official pickup point, considering the value of the items involved.
In the absence of the above conditions, Aurea Luxury Lab reserves the right not to recognize the right of withdrawal, refund, or replacement.
Excluded or restricted items
In case of serious defects found upon receipt of the product, the customer must report them within 24 hours of delivery, attaching the order number and an unboxing video clearly showing the issue.
For security reasons, assistance will be provided only if the request comes from the same email address used to place the order.
To avoid disputes regarding refunds or replacements, we recommend recording a video of the package opening within two days of delivery, showing the shipping document, the condition of the packaging, and the product.
Condition of the returned product
To be accepted, the returned product must:
- be in original condition and never used;
- include the original packaging, dust bag, and any accessories;
- bear the intact Aurea Luxury Lab identification seal, which guarantees that the item has not been worn or tampered with.
Returns of used, damaged items or items without the identification seal will not be accepted.
Return shipping
The return must be shipped at the customer’s expense, unless otherwise indicated, via a courier of choice, preferably traceable and insured, to the following address:
Aurea Luxury Lab – Returns
Via Mascherella 23
41121 Modena (MO) – Italy
The customer remains responsible for the product until it is received at our premises.
Refund timing and methods
The refund will be issued only after receipt of the return and verification of the product’s integrity, including the presence of the Aurea control seal.
Once the return is approved, the refund will be made to the same payment method used for the purchase within 14 working days. The credit timing may vary depending on the customer’s bank or payment provider.
Initial shipping costs, as well as any additional fees for express or customized deliveries, are non-refundable.
For purchases made partially or entirely through trade-in (Sell or Aurea ReBag), in case of return, the value of the traded bag will not be refunded in cash but as a voucher usable on the aurealuxurylab.com website, valid for 12 months from the date of issue.
Customers outside the European Union (including UK and USA)
For orders shipped outside the European Union, the right of return is recognized under the same conditions provided in this policy, by completing the "Make a Return" form within 14 days from the date of receipt of the order at https://www.aurealuxurylab.com/en/apps/parcelpanel-returns/
Return shipping costs and any taxes, customs duties, or import charges necessary for the return of the goods to Italy are the sole responsibility of the customer and will not be refunded by Aurea Luxury Lab, unless otherwise indicated by our company.
Authenticity and certifications
Aurea Luxury Lab sells exclusively original items, verified through human checks and advanced authentication technologies. External certifications, where available, are provided as an included additional service. The absence of an external certification is not a valid reason for return, as the purchase receipt and internal checks guarantee the product’s authenticity.