Refund policy
Returns & Refunds
At Aurea Luxury Lab, we are committed to providing an impeccable shopping experience. Should the customer wish to request a return, they are required to carefully read and comply with the following conditions.
Return request procedure
Return requests must be submitted exclusively through the “Request a Return” form available on the official Aurea Luxury Lab website.
Requests sent via email, social media or any other unauthorised channels will not be considered.
Once submitted, the return request will be reviewed by our team and may be approved or rejected in accordance with the conditions set out in this policy.
Limitations to the right of return
Our return or refund policy does not cover products that:
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were delivered without signature or left unattended (for example outside the door, in common areas or with third parties);
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where such delivery instructions were requested directly to the courier outside the official tracking platform;
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were shipped or returned without using the tracking number provided by Aurea or the appointed courier.
For this reason, if the customer is not certain they can personally receive the parcel, we strongly recommend choosing delivery to an official pickup point, considering the value of the items sold by Aurea.
In the absence of the above conditions, Aurea Luxury Lab reserves the right to deny the right of withdrawal, refund or replacement.
Excluded or limited items
Certain items, such as limited edition products, are not eligible for exchange.
In the event of serious defects identified upon delivery, the customer must report the issue within 24 hours of receipt, providing the order number and an unboxing video clearly showing the defect.
For security reasons, assistance will be provided only if the request is sent 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, clearly showing the shipping document, the condition of the packaging and the product.
Condition of returned items
To be accepted, returned items must:
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be in original condition and unused;
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include original packaging, dust bag and any accessories;
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have the Aurea Luxury Lab identification seal intact, confirming 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 shipment
The return shipment must be arranged at the customer’s expense, using a courier of their choice, preferably tracked and insured, and sent to the following address:
Aurea Luxury Lab – Returns
Via Luigi Carlo Farini 56
41121 Modena (MO) – Italy
The customer remains responsible for the item until it has been received at our premises.
Refund timing and method
Refunds will be issued only after the returned item has been received and its integrity verified, including confirmation that the Aurea control seal is intact.
Once the return is approved, the refund will be processed to the same payment method used for the purchase within 14 business days. Refund processing times may vary depending on the customer’s bank or payment provider.
Original shipping costs, as well as any express or customised delivery surcharges, are non-refundable.
Customers outside the European Union
For orders shipped outside the European Union, the right of return does not apply, as customs duties and import taxes required for re-entry of the goods into Italy are not prepaid.
Authenticity and certifications
Aurea Luxury Lab sells exclusively authentic products, verified through human inspection and advanced authentication technologies. External certifications, where available, are provided as an included ancillary service. The absence of an external certification does not constitute valid grounds for a return, as the purchase receipt and Aurea’s internal controls guarantee the authenticity of the product.